Underwriting Operations Manager
The Mutual Group · Texas, United States
- Hybrid
- Full-time
- $160,000 / year
- Texas, United States
Tailored resume — keyword-matched to this role.
Hiring manager — we find who's hiring.
Intro email — drafted to reach them directly.
Job highlights
- Lead underwriting assistant team development.
- Optimize underwriting workflow and productivity.
- Manage service delivery and capacity planning.
- Drive process improvements and compliance.
- Collaborate cross-functionally for efficiency.
About the role
Underwriting Operations Manager
As the Operations Manager, Underwriting you will be responsible for the operational performance of the underwriting function, with two primary areas of accountability: (1) leadership and development of the Underwriting Assistant (UA) team, and (2) management and optimization of workflow, service delivery, and operational productivity across the underwriting operation.
This role ensures efficient and consistent workflow management across the underwriting lifecycle and maintains capacity planning and service delivery metrics for underwriting leadership. The Operations Manager partners closely with the Underwriting Manager as a peer to align operational execution with portfolio priorities and production goals while maintaining process discipline, service excellence, and continuous improvement.
Work Arrangement
Employees who live within 30 miles of the TMG home office are expected to follow a hybrid or in-office schedule. The initial training period may require additional in‑office days.
Accountabilities
People Leadership & Workforce Planning
- Attract, select, retain, lead, and develop a team of Underwriting Assistants while building a strong pipeline into underwriting roles.
- Establish clear performance expectations aligned with service and quality standards.
- Provide performance coaching and technical mentorship to Underwriting Assistants through routine coaching and audit feedback.
- Conduct performance evaluations and provide coaching focused on operational execution, workflow effectiveness, decision-making, documentation quality, and productivity while partnering with Underwriting leadership on technical underwriting development.
- Partner with the Underwriting Manager to develop clear pathways, including training, shadowing, and onboarding - for Underwriting Assistants, Underwriting Technicians and other operational functions - to progress into underwriting roles.
- Develop workforce capacity plans based on volume trends and business needs.
Workflow & Production Management
- Own underwriting operational performance end‑to‑end by driving consistent workflows, coaching staff on execution and documentation, and improving productivity and capacity utilization across the underwriting lifecycle.
- Ensure service level agreements (SLAs) for new business, renewals, and endorsements are consistently met.
- Monitor submission, renewal and endorsement volumes and manage workload distribution across the team, including collaboration with Enterprise Operations.
- Identify and resolve workflow bottlenecks to improve throughput and responsiveness.
- Maintain production dashboards and operational reporting to support underwriting leadership.
- Establish feedback loops with Distribution and agency partners to identify service improvement opportunities and implement operational changes that enhance agent experience and turnaround times.
Process Optimization & Continuous Improvement
- Standardize underwriting support processes and documentation practices.
- Identify automation opportunities and partner with systems teams and Product to improve efficiency.
- Implement workflow enhancements that reduce expense and improve turnaround times.
- Drive consistency in file documentation and system usage.
- Support change management initiatives impacting underwriting operations.
Compliance, Controls & Data Integrity
- Ensure UA documentation in underwriting files meets audit standards.
- Maintain adherence to regulatory requirements and internal governance standards.
- Monitor quality control metrics and implement corrective action as needed.
- Partner with Underwriting leadership to maintain audit readiness.
Cross-Functional Collaboration
- Partner with Underwriting Managers as a peer leader to align operational capacity, workflow execution, and service performance with portfolio and production priorities.
- Coordinate with Underwriting, Sales, Enterprise Operations, Underwriting Technicians and Customer Service, Product, Claims, Finance, and IT to support underwriting workflow needs.
- Serve as operational liaison for agency service concerns related to submission, renewal, and endorsement processing.
- Track operational improvements resulting from agent feedback including turnaround time, documentation quality, and service performance.
- Actively seek, analyze, and act on agent feedback (in partnership with Distribution and Underwriting leadership) to improve operational service delivery and responsiveness.
Qualifications
- Bachelor’s degree in Business Administration, Insurance, Operations Management, Finance, or related field preferred.
- 7+ years of experience in insurance operations, underwriting support, or related functional area.
- 2+ years leadership or supervisory experience preferred.
- Demonstrated experience managing production workflows and service standards.
- Experience with commercial P&C underwriting operations preferred.
- Strong understanding of underwriting life cycle and policy processing workflows.
- Proficiency in underwriting systems and reporting tools.
- Experience analyzing production metrics and operational KPIs.
- Process improvement or Lean/Six Sigma exposure preferred.
- Strong operational and organizational leadership capability.
- Ability to manage competing priorities in a high-volume environment.
- Analytical mindset with focus on efficiency and performance metrics.
- Effective communication and cross-functional collaboration skills and interpersonal skills.
- Strong coaching and talent development ability.
Pay Range
Anticipated Hiring Range: $105,000 - $160,000 annual base salary depending on experience, qualifications, and geographic location
Benefits
We are proud to offer our full-time regular employees a robust benefits suite that includes:
- Competitive base salary plus incentive plans for eligible team members
- 401(K) retirement plan that includes a company match of up to 6% of your eligible salary
- Free basic life and AD&D, long-term disability and short-term disability insurance
- Medical, dental and vision plans to meet your unique healthcare needs
- Wellness incentives
- Generous time off program that includes personal, holiday and volunteer paid time off
- Flexible work schedules and hybrid/remote options for eligible positions
- Educational assistance
Key skills/competency
- Underwriting Operations
- Workflow Management
- Team Leadership
- Process Optimization
- Service Delivery
- Capacity Planning
- Performance Metrics
- Cross-Functional Collaboration
- Insurance Operations
- Talent Development
Skills & topics
- Underwriting Operations Manager
- Insurance Operations
- Workflow Management
- Team Leadership
- Process Optimization
- Service Delivery
- Capacity Planning
- Performance Metrics
- Cross-Functional Collaboration
- Talent Development
- Business Administration
- Operations Management
- Finance
- Commercial P&C
- Underwriting Systems
- Lean Six Sigma
- KPI Analysis
- SLA Management
- Agent Feedback
- Change Management
How to get hired
- Tailor your resume: Highlight experience in insurance operations, underwriting support, and leadership. Emphasize workflow management, process optimization, and team development.
- Showcase relevant skills: Quantify achievements in production metrics, SLA attainment, and efficiency improvements. Mention experience with commercial P&C underwriting if applicable.
- Prepare for interviews: Be ready to discuss leadership style, problem-solving approaches to workflow bottlenecks, and strategies for talent development within an underwriting team.
- Understand TMG's values: Research The Mutual Group's commitment to operational excellence, service standards, and continuous improvement. Align your responses with their mission and values.
- Network and inquire: If possible, connect with current employees or reach out to Talent@themutualgroup.com for role-specific insights.
Technical preparation
Study underwriting lifecycle and policy processing.,Familiarize with underwriting systems and tools.,Analyze production metrics and operational KPIs.,Understand Lean/Six Sigma principles if applicable.
Behavioral questions
Describe leading and developing a team.,How do you optimize operational workflows?,How do you handle competing priorities?,Explain your approach to process improvement.
Frequently asked questions
- What is the primary focus of the Underwriting Operations Manager role at The Mutual Group?
- The Underwriting Operations Manager at The Mutual Group is primarily responsible for the operational performance of the underwriting function, focusing on leading the Underwriting Assistant team and optimizing workflow, service delivery, and productivity.
- What are the key responsibilities for people leadership in this Underwriting Operations Manager position?
- People leadership involves attracting, selecting, retaining, and developing Underwriting Assistants, establishing performance expectations, providing coaching and mentorship, conducting performance evaluations, and building a pipeline for underwriting roles.
- How does the Underwriting Operations Manager contribute to workflow and production management at The Mutual Group?
- This role owns underwriting operational performance by driving consistent workflows, coaching staff, improving productivity, ensuring SLAs are met, monitoring volumes, managing workload distribution, and resolving bottlenecks.
- What is expected regarding process optimization and continuous improvement for the Underwriting Operations Manager?
- The role requires standardizing underwriting support processes, identifying automation opportunities, implementing workflow enhancements, driving consistency in documentation and system usage, and supporting change management initiatives.
- What qualifications are preferred for the Underwriting Operations Manager position at The Mutual Group?
- A Bachelor's degree in a related field is preferred, along with 7+ years in insurance operations or underwriting support, and 2+ years of leadership experience. Experience with commercial P&C underwriting and process improvement methodologies is also valued.
- Can you explain the work arrangement for the Underwriting Operations Manager role at The Mutual Group?
- Employees living within 30 miles of the TMG home office are expected to follow a hybrid or in-office schedule. Initial training may require additional in-office days.
- What is the anticipated salary range for the Underwriting Operations Manager position?
- The anticipated hiring range for the Underwriting Operations Manager is $105,000 - $160,000 annual base salary, dependent on experience, qualifications, and geographic location.
- What benefits does The Mutual Group offer to its full-time employees?
- The Mutual Group offers a robust benefits suite including competitive salary with potential incentives, 401(K) with company match, various insurance coverages, wellness incentives, generous time off, flexible work options, and educational assistance.
- How does The Mutual Group ensure equal opportunity for all applicants?
- The Mutual Group is an Equal Opportunity Employer and recruits, hires, trains, and promotes individuals without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, or gender identity.
- What is the process for applicants requiring accommodation at The Mutual Group?
- Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact Talent@themutualgroup.com.