Commercial Lines Regional Director of Operations (Northwest) - Seattle, WA

The USI NW CL Regional Operations Leader (ROL) is responsible for managing the operational and all related service and support functions, activities, roles and duties of the NW Region in order to achieve profitability.   The ROL ensures consistent standards of internal and external service, support and professionalism with regards to onboarding new business and the retention of our clients and employees as defined by USI's Best Practices, Core Values and Risk Management Quality Control standards.

Responsibilities:

• Create a culture and expectation of outstanding customer service and support (internal and external) 
• Develop effective interdepartmental communication strategies in a sales-oriented department culture.
• Foster a culture that is high performing, accountable and client-centric that allows for direct, open and honest communication both internally and externally.
• Participate, as needed, in interviewing, hiring, training, and development of operations staff.
• Own and deliver best in class client retention by reviewing the Region's account retention on a monthly basis.  Ensure consistent and strict proactive adherence of USI’s service timelines and processes (SLA’s), using our tools, systems and resources to achieve USI’s goals regarding client retention.
• Lead departments in development and successful completion of individual and departmental goals.
• Provide Region and OpCos with regular updates on operational performance, take corrective action as necessary.
• Become visible to the broader insurance community in the NW to raise USI’s profile and help our recruiting efforts
• Work closely with Finance and other people responsible with regards to carrier contingencies and supplemental contracts
• Promote an execute account rounding and cross-sell/referral opportunities.
• Working with Team Leaders and local managers to conduct effective performance reviews and aid in setting measurable goals.
• Work with OpCo Leaders identifying areas of improvement, create efficiencies and improve margins.
• Responsible for management, development and retention of staff within USI metrics and blueprint.
• Work with RCEO, President and Chief Financial Officer in preparation of revenue and expense budget and monitor budget to ensure compliance with profit and growth objectives set by management.
• Monitor Stewardship initiative -- client meetings, client meetings, peer reviews, monthly reporting.
• Oversee Regional initiatives -- Carrier/Wholesaler book consolidations, Small Business Hub, movement of business to service centers, Patra, etc.
• Attend regularly scheduled Commercial Lines Operations Leaders calls and meetings and communicate information on new and existing initiatives to staff.
• Manage operational integration of new acquisitions within the Region.
• Provide technical expertise in coordinating the inside service of new and existing clients through employee and account development, and problem solving in accordance with the objectives and procedures based on USI Core Values and Standards.
• Expertise in understanding the USI ONE Advantage and Stewardship process.
• Maintain quality control of renewal expirations, avoid any lapse in coverage. Ensure team members are addressing renewals in a timely manner and following USI’s Best Practices in terms of renewal timeliness.
• Produce and monitor various monthly reports to ensure all policies have been renewed in a timely manner, invoicing is completed in accordance with Best Practices, review team members open items, workloads and backlog.
• Monitor adherence to service standards through Key Performance Indicator (KPI) reporting.
• Identify, plan and resolve routine department coverage and workload issues. Take necessary action to resolve issues.
• Responsible for the management of employees through performance reviews, performance improvement plans, organizing coverage for staffing shortages, department issues, recording time and attendance and approval of expense reports. 

Knowledge, Skills and Abilities:

• 10 years experience in Commercial Property & Casualty Insurance Agency along with comprehensive understanding of all Property & Casualty insurance coverages, underwriting and rating concepts.
• High School Graduate. College degree preferred, but not required.
• Prior managerial experience required. Ability to manage others effectively.
• In depth knowledge of agency management system functionality, workflow procedures, underwriting, sales and service processes.
• Must hold state Property & Casualty insurance license or willing to obtain one within an agreed upon timeframe.
• Hold an industry designation such as ARM, CIC, and CPCU or expected to further industry knowledge through courses with intent to pursue an industry designation.
• Ability to plan and instruct staff members on information appropriate to their job responsibilities
• Ability to handle difficult behavior and conflict and bring to a timely resolution
• Ability to creatively and proactively problem solve.
• Ability to carry out complex tasks with many concrete and abstract variables.
• Must be comfortable with internet based programs as well as knowledge of Microsoft office products. Knowledge of Sagitta/ImageRight preferred, but not required.
• Ability to work in a fast paced environment with minimal instruction and a high degree of accuracy.
• Sets priorities and manages work flow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
• Maintain a cordial and effective relationship with clients, co-workers, carriers, vendors and other business contacts. Ability to work in a team environment.
• Keep informed regarding industry information, new product information, legislation, coverage's and technology to continuously improve knowledge and performance.
• Interact with others effectively by utilizing good communication skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the company.

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as 12 paid holidays..

This is a Paid Time Off/Paid Sick Leave eligible position. 18 days per year.