Oversee new business and underwriting operations: Ensure the team effectively manages new business cases, from application processing to issue resolution, ensuring timely and accurate outcomes.
Manage the new business operations team: Oversee the hiring, training, development, and the offering of mentorship and guidance to foster a high-performing team.
Improve new business processes: Create, develop, maintain, and identify opportunities to improve new business processes and efficiency.
Monitor case progress: Track the progress of each case and ensure that all required steps are completed within established timelines.
Resolve case issues: Identify and resolve any issues or delays that may arise during the case processing process.
Establish Key Performance Indicators (KPIs) and monitor team and individual performance of daily new business and case management processes.
Working closely with cross-functional teams and external partners to streamline processes and improve efficiency.
Collaborate with partners to guarantee that our performance meets or exceeds contractual requirements.

Minimum 5 years experience working at an insurance carrier, agency, or financial institution supporting the underwriting or processing of life insurance applications
Minimum of 5 years managing a team of case managers or new business specialists
Knowledge of call center operations, including call handling techniques, and experience with quality monitoring, call recording, evaluation, and feedback analysis
Minimum 3 years experience working with CRM systems, i.e., Salesforce, AWD, etc., and other customer support tools, including defining workflows within those tools
Proficient in defining and managing KPIs and SLAs (e.g., AHT, ASA, etc.) that drive a customer-facing service team and can report and articulate trends and insights to drive improved performance
Must be highly analytical and capable of identifying and resolving complex issues through data-driven approaches
Proficient in training and coaching, and ensuring quality standards are met and best practices adhered to
Must be highly adaptable and capable of working efficiently in a fast-paced environment with evolving priorities
Must be results-focused and a strong communicator who can foster positive relationships and drive collaboration across diverse teams and organizations
Familiarity with medical terminology and basic underwriting principles

Competitive salary and equity based on role
Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs
100% paid-premium option for medical, dental, and vision insurance
Lifestyle stipend to support your physical, emotional, and financial wellbeing
Flexible work-from-home policy and open to remote
Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting
Employee-led diversity, equity, and inclusion initiatives

Business & Underwriting Operations Support Manager

Key skills