Senior Policy Services Leader — Hybrid, Enterprise Ops

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

Benefits offered by this job

Medical Insurance

Prescription Insurance

Health Savings Account

Dental Insurance

Vision Insurance

Short & Long Term Disability

Flexible Spending Accounts

Life and AD&D Insurance

Employee Assistance Program

401(k) Plan with Company Match

Pet Insurance

Paid Time Off (PTO)

Performance bonus

Job summary

West Bend Insurance Company seeks a senior leader to head Policy Services within Commercial Enterprise, guiding supervisors and teams to meet service, quality, productivity, and efficiency goals. You will align workforce plans, process improvements, and technology in partnership with Product Owners, Underwriting, and key stakeholders.

The role requires experience in commercial insurance operations and in leading organizational change, with focus on building strong relationships across enterprise

Qualifications

• 7+ years in commercial insurance operations.
• 3 years of leadership experience.
• Experience with workforce planning, organizational design, and operational performance management.
• Proven ability to lead process improvements and organizational change initiatives.

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 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

Stakeholder mgmt

Process improvement

Capacity planning

Communication

Education

Bachelor's in Business/Insurance

Associate in Underwriting

General Insurance designation

Job description

West Bend Insurance Company seeks a senior leader to head Policy Services within Commercial Enterprise, guiding supervisors and teams to meet service, quality, productivity, and efficiency goals. You will align workforce plans, process improvements, and technology in partnership with Product Owners, Underwriting, and key stakeholders.

The role requires experience in commercial insurance operations and in leading organizational change, with focus on building strong relationships across enterprise