Senior Manager, Insurance Operations – Property & Mortgage Insurance

Role Overview

• Provide senior-level oversight for hazard insurance, flood insurance, force-placed insurance, loss drafts, and PMI/MIP servicing activities across the portfolio.
• Ensure end-to-end execution integrity from onboarding through payoff, including policy tracking, premium disbursements, coverage validation, claims, refunds, and reconciliations.
• Establish and maintain clear ownership, SLAs, and escalation paths across all insurance workstreams.
• Ensure compliance with investor, insurer, and regulatory requirements (FNMA, FHLMC, GNMA, FHA, VA, USDA, state and federal regulations).
• Own audit readiness, investor exam responses, remediation plans, and ongoing control validation.
• Proactively identify and mitigate insurance-related risk exposure, including uninsured/underinsured properties, incorrect flood zones, force-placed errors, MI lapses, and loss draft leakage.
• Own performance management for insurance vendors, including flood determination, force-placed insurance providers, loss draft administrators, MI providers, and related third parties.
• Define and enforce vendor SLAs, KPIs, scorecards, and escalation protocols.
• Lead vendor governance forums, issue remediation, and cost optimization efforts.
• Lead and develop managers and supervisors across insurance operations functions.
• Set clear expectations around ownership, accountability, and “trust but verify” execution.
• Drive consistent performance management, capacity planning, and talent development aligned to growth objectives.
• Standardize and document SOPs, controls, and operating procedures across all insurance functions.
• Partner with Product, Engineering, Analytics, and Compliance to automate workflows, improve data integrity, and reduce manual touchpoints.
• Use metrics and dashboards to monitor performance, surface risk, and drive informed decision-making.
• Minimize borrower harm, avoidable fees, and insurance-related complaints through proactive oversight and issue resolution.
• Drive cost-to-service discipline, including force-placed premium controls, loss draft leakage reduction, and vendor cost management.
• Partner cross-functionally to resolve complex borrower escalations and investor-sensitive issues.

Requirements

• Bachelor’s degree preferred.
• 6+ years of experience in mortgage servicing, with deep expertise in property insurance and escrow operations.
• Proven leadership experience managing multi-team, multi-vendor operational environments.
• Strong working knowledge of hazard, flood, force-placed insurance, loss drafts, and PMI/MIP requirements.
• Demonstrated success owning audit responses, investor findings, and operational remediation.
• Highly analytical, metrics-driven, and comfortable operating in a fast-growth, high-accountability environment.
• Demonstrated experience scaling operations in a high-growth or transformation environment.

Benefits

• Compensation: competitive salary, and 401k plan
• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
• Food & meals: in-office snacks and drinks, and a $400 monthly stipend towards your lunches or groceries
• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
• Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
• Generous time off: flexible paid time off, sick days, and 11 company holidays
• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents
• fully paid so you can focus your energy on your newest addition