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 engagement and productivity, ensuring compliance and service quality, managing escalations and complaints, and partnering with underwriters and stakeholders to deliver operational results. The Manager 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.
Provide day to day operational leadership and build bench strength through coaching and development.
Execute daily workflow management by assigning tasks, balancing workloads, monitoring SLAs and service standards, and ensuring efficient completion of transactional and administrative duties.
Lead cross-product standardization, establishe audit and control frameworks, partner with Compliance/Quality to reduce regulatory risk, and drive measurable improvements in quality and SLA performance.
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.
Owns process redesign and systems requirements, prioritizes and delivers automation/enhancements, and measures end-to-end operational metrics to drive continuous improvement and faster time-to-value.
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.
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:
10+ years of experience in insurance, financial services, or related, including at least 4 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 managing or supervising underwriting workflow preferred.
Solid examples of leading process and system changes.
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.
Marsh Risk is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk, visit marsh.com{rel="noopener noreferrer" target="_blank"}
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Victor offers a connected culture of talented, inspired individuals, and a work environment where colleagues can grow and succeed. At Victor, your voice is heard, your skills are sharpened and your ambitions nurtured. We value diversity in thought and background and are looking for individuals who are up for the challenge of creating the insurance enterprise of the future. If that's you, join us on our journey-with us by your side, you'll be ready to tackle tomorrow's challenges. Victor Insurance Managers LLC ("Victor") is one of the world's largest managing general underwriters with locations in the US, Canada, UK, Netherlands, Germany, Italy, and Australia. It handles more than $4 billion USD in premium on behalf of numerous insurance carriers, through a large network of more than 20,000 active insurance agents and brokers. With deep, specialized underwriting expertise, the company delivers a wide range of insurance solutions - from specialty property and casualty and professional liability insurance to group and retiree benefits. Victor is committed to building on 65-plus years of experience to develop products and services that address the complex needs of its customers. For more information, visit www.victorinsurance.com{rel="noopener noreferrer" target="_blank"}
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Victor US is the flagship business of Victor, operating under the legal name, Victor Insurance Managers LLC. It is a leading managing general agent in the US with a rich history in specialty insurance and offering a unique range of products and programs distributed through independent brokers and agents. The company is committed to making insurance easier for brokers, agents and their clients through specialized underwriting expertise, personalized customer service and a responsive, technology-oriented business approach. For more information, visit www.victorinsurance.com{rel="noopener noreferrer" target="_blank"}
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Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@marsh.com{rel="noopener noreferrer" target="_blank"}
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Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be tog
