Business Insurance Manager

Job Description

You’ll help build a new Small Business Insurance segment from the ground up—launching, scaling, and optimizing an insurance service for a large and growing business-owner customer base. You’ll join a high-impact Insurance and Operations team and partner closely with Business Banking to deliver a digital, data- and artificial intelligence-enabled model with strong human support. You’ll use your insurance servicing expertise and process-improvement leadership to shape the end-to-end client experience from go-to-market through continuous refinement. If you thrive in ambiguous, “build-it” environments and enjoy turning strategy into executable operating models, this role is for you.

As a Small Business Insurance Operations Strategy Lead in the Insurance and Operations team, you will define and deliver the servicing readiness and operating model for a new insurance offering. You will translate business goals into clear workflows, roles and responsibilities, inquiry handling, and escalation paths—while continuously improving efficiency and client experience. You will partner across product, operations, and frontline teams to prioritize the work required to launch and scale successfully. You will communicate progress and decisions with clarity and influence stakeholders at all levels.

Job responsibilities

• Create the servicing and operations blueprint to support launch, scale, and ongoing optimization of the Small Business Insurance segment across multiple product lines (for example: general liability, professional liability, business owners policies, commercial auto, cyber, and workers’ compensation).
• Define end-to-end servicing readiness, including inquiry handling, workflows, roles and responsibilities, transfer logic, escalation paths, and enablement content for frontline and operations teams.
• Provide an operations perspective across initiatives to identify issues early, eliminate avoidable demand, and design scalable solutions that improve efficiency and the client experience.
• Identify and size opportunities for process improvement, including business case development where needed.
• Partner with Business Banking and other internal teams to align on operating model decisions, dependencies, and launch timelines.
• Establish and manage a regular operating cadence for updates, risks, issues, decisions, and executive-ready communications.
• Represent Service and Operations leadership in cross-functional forums by bringing options, recommendations, and decision-ready tradeoffs.
• Build strong, collaborative relationships and operate as a trusted, consultative partner across functions and seniority levels.
• Leverage an understanding of artificial intelligence and machine learning concepts to help inform tooling, process design, and performance optimization.

Required qualifications, capabilities, and skills

• Demonstrated experience in insurance servicing operations, servicing journey design, or operating model build-out (commercial lines experience strongly relevant).
• Proven ability to lead complex, cross-functional initiatives and drive work to completion without direct reporting authority.
• Strong process improvement and problem-solving skills, including ability to identify root causes and design scalable solutions.
• Experience defining workflows, handoffs, roles and responsibilities, escalation paths, and enablement content for customer-facing teams.
• Strong written and verbal communication skills, including ability to produce clear executive-level updates and materials.
• Strong stakeholder management skills with the ability to influence and align partners across product, operations, and business teams.
• Ability to prioritize across competing demands and make sound recommendations using judgment and available data.
• Working knowledge of artificial intelligence and machine learning concepts and how they can be applied to operations and servicing.

Preferred qualifications, capabilities, and skills

• Bachelor’s degree.
• Experience supporting commercial insurance in an agency environment.
• Experience launching new products or building a new servicing capability (“start-up within an enterprise”).
• Experience creating business cases and sizing operational opportunities (impact, effort, tradeoffs).
• Demonstrated ability to design solutions that balance partner needs and drive aligned outcomes.
• Experience improving client experience outcomes (for example: reducing transfers, improving first-contact resolution, eliminating repeat inquiries).
• Experience partnering closely with frontline and service organizations to implement operating model changes.

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our  FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Our business bankers work in the Consumer Bank to provide financial solutions to small business owners across the U.S. Customers turn to us for financing and advice as they start, run and grow their businesses. We partner with clients throughout the process, investing in our communities and people for the long-term.