Sr Manager, UW Support Operations

The Sr. Manager, Underwriting Support Operations provides leadership and supervises the daily activities of Regional Underwriting Support Supervisors in multiple PMA field offices. Responsibilities also include the oversight of the quality assurance, training and administrative support resources within Underwriting Support. The Sr. Manager will ensure the appropriate level of service to PMA's insureds and broker partners as well as to our Underwriting and Business Development staff. The team is expected to provide quotes and issuance for new and renewal business and endorsements and ongoing service to our policyholders. The Sr. Manager will be expected to continually evaluate the effectiveness of our service model, make recommendations for process improvement activities, ensure effective performance management and deliver training and technical support for our Underwriting Support staff so they can execute at a high level.Responsibilities• Evaluate staffing requirements and oversee a capacity model that ensures effective match of capacity to volume of work.• Establish, communicate and maintain clear roles and responsibilities of the Underwriting Assistants, Underwriting Secretaries, Quality Assurance, Rating Center and Training resources to effectively support our underwriters across all of PMA's business segments (Commerical Insurance and Specialty Insurance).• Establish and maintain a thorough knowledge of PMA's operational procedures for the Underwriting Assistants, Technical Assistants and U/W Secretary positions.• Evaluate Quality Assurance and turnaround time results and address any deficiencies.• Ensure that performance management process is being conducted according to plan, including administration of interim and annual evaluations, individualized coaching and feedback opportunities.• Oversees staff selection, employee training and implementation of professional development plan for employees.• Provide ongoing and effective communication with Supervisors and staff including holding regularly scheduled meetings.• Demonstrate commitment to Company's Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.Requirements• Bachelor's degree and/or five or more years of equivalent work experience required in an insurance related industry required.• Strong operational background with proven track record of creating, documenting and streamlining process and procedure to improve overall results.• Experience with driving change and change management.• Understanding and technical knowledge of underwriting mechanics and fundamentals is preferred.• Demonstrated leadership, coaching, mentoring and teamwork skills.• Proven critical thinking skills that demonstrate analysis/judgment and sound decision making with focus on attention to details.• Strong organizational skills with demonstrated ability to work independently and deal effectively with multiple tasks simultaneously.• Strong verbal, written communication skills and customer service skills gained through previous work experience.• Computer literacy, including working knowledge of MS Office Product Suite, i.e. WORD, Excel, PowerPoint.• Ability to travel for business purposes, approximately 10%.