Policy Services Manager

The Silver Lining; Madison, Northern (WI, KY); Hybrid; USD 86,000 - 108,000; Full time

Benefits offered by this job

Medical Insurance

Health Savings Account

Dental Insurance

Vision Insurance

Short and Long Term Disability

Flexible Spending Accounts

401(k) Plan with Company Match

Paid Time Off

Job summary

West Bend is seeking a senior Policy Services leader to direct Commercial Enterprise operations across West Bend, Madison, or Appleton. You will guide supervisors and teams to meet service, quality, and productivity goals while shaping workforce planning and process improvements.

Candidate will collaborate with senior leadership, Product Owners, Underwriting, and other stakeholders to enhance the associate and agency partner experience and advance enterprise objectives.

Qualifications

• 7 years of experience in commercial insurance operations.
• 3 years of leadership experience.
• Experience with workforce planning, organizational design, resource allocation, and operational performance management.
• Demonstrated success leading process improvement, workflow redesign, technology implementation, or organizational change initiatives.
• Ability to establish performance measures and use operational data to evaluate capacity, service, quality, and productivity.

Responsibilities

• Lead all Commercial Enterprise Policy Services functions through supervisors and team leaders, executing performance expectations and accountability for service, quality, productivity, and operational results.
• Recruit, develop, coach, and retain leaders and associates while overseeing performance management, compensation, promotion, and other personnel decisions.
• Design, implement, and continually 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.
• 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.

Skills

Leadership

Strategic planning

Workforce planning

Process improvement

Stakeholder management

Communication

Data-driven decisions

Education

Bachelor's degree in Business or Insurance

Associate in Underwriting

General Insurance designation

Tools

None

Job description

Company Overview

Recognized as a Milwaukee Journal Sentinel Top Workplace for 14 consecutive years, including three years of being honored as number one! Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We’re committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

Job Summary

Leads all Policy Services functions within Commercial Enterprise, directing associates through supervisors and team leaders to achieve service, quality, productivity, and operational performance objectives. Provides leadership for workforce planning, organizational effectiveness, process improvement, and technology advancement while ensuring team capacity and capabilities align with evolving business needs. Partners with senior leadership, Product Owners, Underwriting, and other stakeholders to improve the associate and agency partner experience and advance enterprise objectives.

Work Location

This position offers a hybrid work schedule. Candidates who are located within 50 miles of a West Bend office location will work a hybrid schedule for collaboration days, team meetings or other in-person events. The position can be based in West Bend, Madison or Appleton.

The internal deadline to apply is 9/23/26. External applications will be accepted on a rolling basis while the position remains open.

Responsibilities & Qualifications

• Lead all Commercial Enterprise Policy Services functions through supervisors and team leaders, executing performance expectations and accountability for service, quality, productivity, and operational results.


• 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.

Preferred Experience and Skills

• 7 years of experience in commercial insurance operations


• 3 years of leadership experience


• Experience with workforce planning, organizational design, resource allocation, and operational performance management.


• Demonstrated success leading process improvement, workflow redesign, technology implementation, or organizational change initiatives.


• Ability to establish performance measures and use operational data to evaluate capacity, service, quality, and productivity.


• Strong leadership, strategic thinking, decision-making, communication, and stakeholder management skills.


• Ability to influence priorities and build alignment across senior leadership, operational, underwriting, product, and technology partners.


• Knowledge of Commercial Lines insurance products, policy services processes, and agency operations preferred.

Preferred Education and Training

• Bachelor’s degree in Business, Insurance or related field


• Completion of Associate in Underwriting program


• Completion of General Insurance designation

Salary Statement

The estimated salary range for this position is $86,470-$108,087.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, business needs, geographical location, and internal equity. Compensation decisions are made by West Bend and are dependent upon the facts and circumstances of each position and candidate.

Benefits

West Bend offers a comprehensive benefit plan including but not limited to:

• Medical & Prescription Insurance

• Health Savings Account

• Dental Insurance

• Vision Insurance

• Short and Long Term Disability

• Flexible Spending Accounts

• Life and Accidental Death & Disability

• Accident and Critical Illness Insurance

• Employee Assistance Program

• 401(k) Plan with Company Match

• Pet Insurance

• Paid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates

• Bonus eligible based on performance

• West Bend will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act for Colorado employees, in accordance with its plans and policies.

EEO

West Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.

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