Agency Operations Lead — Property & Casualty Insurance

Job Description

As the  Agency Operations Lead in Business Banking  Insurance, you will be responsible for the building and oversight of the day-to-day operational leadership of the property and casualty insurance agency, reporting to the Head of Insurance. In this role you will  ensure seamless client service delivery, regulatory compliance, and process efficiency/effectiveness across the agency operations that serve multiple Lines of Business. The ideal candidate is an experienced insurance professional who combines technical P&C knowledge with strong leadership and organizational capabilities focused on the effective build-out and running of a large scale insurance agency. This role will be at the center of the effective delivery of our insurance capability across the firm, including the need to be an agile utility player as varied opportunities and challenges arise as part of the senior Insurance Platform team.

Job Responsibilities

• In the start-up phase provide guidance and expertise on the detailed creation and management of operational workflows, including quoting, policy processing, renewals, endorsements, cancellations, and reinstatements. Detailed knowledge of this ecosystem is key.
• Contribute to the implementation of the agency management system (AMS) that will form the backbone of agency workflows and customer management — and then once in market own the effectiveness and efficiency of workflows across the insurance platform 
• Serve as primary liaison for the agency management system effectiveness and efficiency and develop, document, and continuously improve standard operating procedures (SOPs) for all agency functions
• Ensure processes are in place to monitor policy expirations and renewal pipelines to ensure timely client outreach and retention efforts within the appropriate Service Teams.
• Ensure effective onboarding and ongoing training on P&C products, agency systems, and compliance requirements
• Support the Insurance Platform team and Lines of Business to implement staffing plans aligned with agency growth and seasonal volume fluctuations
• Work with the Insurance Platform Team and respective LOB leadership to track client satisfaction and implement strategies to improve Net Promoter Score or equivalent metrics
• Ensure that the Insurance Platform team has an effective dashboard for measuring key performance indicators across LOBS (Service SLAs, lead flow, Lead-to-Quote, Quote-to-Bind, Retention rates etc) and clear action plans to improve where needed
• Work with Chase Insurance Agency (“CIA”) to ensure the agency maintains all required state licenses and appointments for compliant running of the agency, including ensuring that CIA is overseeing individual agent licensing ( track renewal deadlines, CE requirements, and appointment statuses)
• Work with Compliance and Controls to ensure maintenance of  agency compliance with applicable state DOI regulations, carrier agreements, and privacy laws (GLBA, state-specific requirements)
• Manage surplus lines compliance where applicable, including tax filings and stamping office requirements in conjunction with other appropriate function

Required qualifications, skills, and capabilities

• Active Property & Casualty insurance license in the state(s) of operation
• Minimum 10 years of experience in P&C insurance, with at least 2 years in a supervisory or lead operations role
• Demonstrated knowledge of personal lines and/or commercial lines products, coverages, and underwriting
• Proficiency with at least one major agency management system
• Strong understanding of state insurance regulations and compliance requirements
• Excellent organizational, written, and verbal communication skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Necessary skills and experience at the start-up stage of an agency business where there is a need to define and build detailed process and workflow plans within the aqency

Preferred qualifications, skills, and capabilities

• Bachelor’s degree in Business, Finance, Risk Management, or related field
• Industry designations such as CIC (Certified Insurance Counselor), CPCU, CISR, or AAI
• Experience with surplus lines and E&S market placements
• Familiarity with commercial lines accounts including BOP, GL, Workers’ Compensation, Professional Liability and Commercial Auto
• Experience implementing or migrating agency management systems

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.