Policy Services Leader (Hybrid) - Commercial Underwriting

West Bend Mutual Insurance Company; Appleton (WI); Hybrid; USD 86,000 - 108,000; Full time

Benefits offered by this job

Medical & Prescription Insurance

Health Savings Account

Dental Insurance

Vision Insurance

Short and Long Term Disability

Flexible Spending Accounts

Life and Accidental Death & Disability

Pet Insurance

Paid Time Off

Job summary

West Bend Mutual Insurance Company is seeking a Policy Services Manager to lead all Commercial Enterprise Policy Services functions across multiple Wisconsin locations. This hybrid role requires coordinating with supervisors, product owners, underwriting, and senior leadership to meet service, quality, and productivity targets.

The position emphasizes workforce planning, organizational design, and technology-enabled process improvements to enhance associate and agency partner experiences.

Qualifications

• 7 years of experience in commercial insurance operations.
• 3 years of leadership experience.
• Experience with workforce planning and organizational design.
• Experience leading process improvement and technology initiatives.
• Ability to use operational data to evaluate capacity, service, quality.
• Strong leadership and stakeholder management.
• Knowledge of Commercial Lines products and agency operations preferred.

Responsibilities

• Lead all Commercial Enterprise Policy Services functions through supervisors and team leaders.
• Recruit, develop, coach, and retain leaders and associates while overseeing performance management, compensation, promotion, and other personnel decisions.
• Design, implement, and continuously improve workflows, processes, procedures, and operating standards that support business objectives and enhance the associate, underwriting, and agency partner experience.
• Partner with senior leadership, Product Owners, and business stakeholders to evaluate, prioritize, and support process improvements, technology advancements, system enhancements, and operational needs.
• Develop and execute workforce plans that align staffing, organizational structure, roles, and team capabilities with current and future business demands.
• Analyze workload, capacity, performance trends, and business needs to optimize resource allocation and organizational effectiveness.
• Establish and monitor performance standards, service levels, and operational measures across Policy Services functions.
• Lead the continued evolution of the Policy Services organization to remain responsive to enterprise priorities, changing market conditions, and customer needs.
• Foster a culture of accountability, collaboration, continuous improvement, associate development, and operational excellence.
• Build effective relationships across Commercial Enterprise to ensure Policy Services capabilities support underwriting and agency partner expectations.

Skills

Leadership

Workforce planning

Process improvement

Operational performance

Stakeholder management

Strategic thinking

Education

Bachelor's degree in Business/Insurance

Associate in Underwriting

General Insurance designation

Job description

West Bend Mutual Insurance Company is seeking a Policy Services Manager to lead all Commercial Enterprise Policy Services functions across multiple Wisconsin locations. This hybrid role requires coordinating with supervisors, product owners, underwriting, and senior leadership to meet service, quality, and productivity targets.

The position emphasizes workforce planning, organizational design, and technology-enabled process improvements to enhance associate and agency partner experiences.