Policy Services Leader — Hybrid, Operational Growth

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

Benefits offered by this job

Medical Insurance

Health Savings Account

Dental Insurance

Vision Insurance

Disability Insurance

Flexible Spending Accounts

Life Insurance

401(k) Plan with Company Match

Paid Time Off

Bonus eligible

Job summary

West Bend Mutual Insurance Company is seeking a Policy Services Manager to lead all Commercial Enterprise Policy Services functions, guiding supervisors and team leads to meet service and productivity goals. You will craft workforce plans, optimize operations, and partner with senior leaders to implement improvements and technology upgrades.

The role supports a hybrid work model, with base locations in Wisconsin, and opportunities to drive customer-focused outcomes across the enterprise.

Qualifications

• Leads all Policy Services functions within Commercial Enterprise.
• Drives workforce planning, capacity, and organizational effectiveness.
• Partners with senior leadership and stakeholders to improve processes.

Responsibilities

• Lead Policy Services functions through supervisors and team leaders.
• Recruit, develop, coach, and retain leaders and associates.
• Design and improve workflows, procedures, and standards.
• Partner with senior leadership to evaluate improvements and tech needs.
• Develop workforce plans aligning staffing with business demands.
• Analyze workload and capacity to optimize resources.
• Establish performance standards and service levels.
• Evolve Policy Services to meet enterprise priorities and customer needs.
• Foster accountability and continuous improvement across teams.

Skills

Leadership experience

Workforce planning

Operational performance

Stakeholder management

Process improvement

Resource allocation

Strategic thinking

Communication

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, guiding supervisors and team leads to meet service and productivity goals. You will craft workforce plans, optimize operations, and partner with senior leaders to implement improvements and technology upgrades.

The role supports a hybrid work model, with base locations in Wisconsin, and opportunities to drive customer-focused outcomes across the enterprise.