Agency Operations Lead - Property & Casualty Insurance

As the Agency Operations Lead in Business Banking Insurance, you will be responsible for the building and oversight of the day-to-day operational leadership of the property and casualty insurance agency, reporting to the Head of Insurance.

In this role you will ensure seamless client service delivery, regulatory compliance, and process efficiency/effectiveness across the agency operations that serve multiple Lines of Business.

The ideal candidate is an experienced insurance professional who combines technical P&C knowledge with strong leadership and organizational capabilities focused on the effective build-out and running of a large scale insurance agency.

This role will be at the center of the effective delivery of our insurance capability across the firm, including the need to be an agile utility player as varied opportunities and challenges arise as part of the senior Insurance Platform team.

Job Responsibilities


* In the start-up phase provide guidance and expertise on the detailed creation and management of operational workflows, including quoting, policy processing, renewals, endorsements, cancellations, and reinstatements.

Detailed knowledge of this ecosystem is key.


* Contribute to the implementation of the agency management system (AMS) that will form the backbone of agency workflows and customer management - and then once in market own the effectiveness and efficiency of workflows across the insurance platform


* Serve as primary liaison for the agency management system effectiveness and efficiency and develop, document, and continuously improve standard operating procedures (SOPs) for all agency functions


* Ensure processes are in place to monitor policy expirations and renewal pipelines to ensure timely client outreach and retention efforts within the appropriate Service Teams.


* Ensure effective onboarding and ongoing training on P&C products, agency systems, and compliance requirements


* Support the Insurance Platform team and Lines of Business to implement staffing plans aligned with agency growth and seasonal volume fluctuations


* Work with the Insurance Platform Team and respective LOB leadership to track client satisfaction and implement strategies to improve Net Promoter Score or equivalent metrics


* Ensure that the Insurance Platform team has an effective dashboard for measuring key performance indicators across LOBS (Service SLAs, lead flow, Lead-to-Quote, Quote-to-Bind, Retention rates etc) and clear action plans to improve where needed


* Work with Chase Insurance Agency ("CIA") to ensure the agency maintains all required state licenses and appointments for compliant running of the agency, including ensuring that CIA is overseeing individual agent licensing ( track renewal deadlines, CE requirements, and appointment statuses)


* Work with Compliance and Controls to ensure maintenance of agency compliance with applicable state DOI regulations, carrier agreements, and privac...