Insurance Operations Supervisor

Insurance Operations Supervisor

We are seeking a talented individual to join our team at Victor. This role will be based in Broomfield, CO or Bethesda, MD. This is a hybrid role that has a requirement of working at least three days a week in the office.

This role focuses on driving team productivity, ensuring compliance and service quality, managing escalations and complaints, and partnering with underwriters and stakeholders to deliver operational results. The Supervisor reports to the Operations Leader and is responsible for the day-to-day management of the team. Ideal candidate is a seasoned insurance operations professional with strong leadership, stakeholder engagement, customer service orientation, process centralization and improvement experience.

We will count on you to:

• Lead and manage an operations team of Underwriting Assistants supporting multiple lines of business and programs, overseeing hiring, onboarding, training, role alignment, resource planning, and daily administrative supervision.
• Execute daily workflow management by assigning tasks, balancing workloads, monitoring SLAs and service standards, and ensuring efficient completion of transactional and administrative duties.
• Manage team performance through setting clear expectations, tracking productivity and quality metrics, conducting performance reviews, documenting issues, and collaborating with HR and leadership on development and disciplinary actions.
• Handle escalations and complaints by investigating issues, coordinating timely resolutions, and implementing corrective actions to prevent recurrence.
• Develop and maintain a structured cross-training program with documented procedures, skills matrix, and proficiency sign-offs to eliminate single points of failure and ensure operational continuity.
• Collaborate effectively with offshore teams on process and product changes, serving as an integration resource across onshore and offshore processes.
• Drive workflow and process improvements by identifying bottlenecks, standardizing processes, and partnering with underwriting to ensure seamless handoffs and enhanced service quality.
• Support the Operations Leader in implementing a process audit program, coordinating audits, tracking findings, driving improvements, preparing regular reports on team capacity, productivity, quality, and risk, and collaborating on a mentorship program to foster development and knowledge sharing.

What you need to have:

• 4+ years of experience in insurance, financial services, or related, including at least 2 years of people management or team lead experience with responsibilities in performance management and coaching.
• Proven ability to manage workflows, operational metrics, SLAs, and escalations within a service-oriented insurance environment.
• Strong stakeholder engagement skills with a track record of effective collaboration with underwriting teams.
• Solid knowledge of insurance transaction lifecycles, documentation standards, and regulatory/compliance requirements.
• Demonstrated expertise in identifying and implementing process improvements to enhance quality and efficiency, complemented by excellent communication, organizational, and problem-solving skills.

What makes you stand out:

• Experience supervising or coordinating underwriting administrative tasks preferred.
• Bachelor's degree or equivalent experience preferred; industry designations (e.g., AINS, CPCU) are a plus.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.