Job Title:   Manager, Service Delivery- Commercial Services
08 / 01 / 2013
Westfield Center

Westfield Insurance

Services Delivery Leader, Commercial Policy Processing

Commercial Services
UNIT: Commercial Processing
FLSA: Exempt

Our Commercial Services team is looking for the right leader to join our team as a Services Delivery Leader.   Your primary responsibility will be to manage the daily operations of a team of 15-25 people who provide commercial policy processing services.  The ideal candidate will have proven success in building and motivating teams to deliver excellent customer service, collaborating with others to improve processes and optimize resources, and measuring and monitoring work and quality levels to ensure we deliver on our promise of service excellence. This position offers you the opportunity to lead big teams, manage a substantial budget, drive continuous improvement, and be a part of a dynamic team that provides critical front-line support to Westfield’s agents, customers and revenue-generating underwriting business units.    

JOB SUMMARY: Collaborates with other Leaders to manage daily operations in commercial policy processing.   Ensures that service levels support P&C business objectives with a focus on customer service and operational efficiency.  
Essential Responsibilities include:
1.    Manages people and processes to deliver commercial services that meet standards.    Uses data and tools to measure and monitor work and takes action as needed to ensure quality, timeliness and productivity levels meet expectations.  Researches, recommends and implements solutions to meet customers’ and agents’ needs.  Communicates policy processing protocol and addresses issues, concerns and requests for information.  Communicates status on a regular basis.
2.    Manages the performance of one or more commercial processing teams, with up to 25 direct reports.  Sets annual performance objectives, communicates expectations, evaluates performance and manages compensation for direct reports.   Recognizes the skills and development needs of team members and accurately assesses performance and potential.  Supports employee development by providing feedback, coaching, and career development advice.   Recognizes and rewards employees who exceed expectations and initiates corrective action for underperforming employees.    
3.    Collaborates with other Leaders to achieve operational efficiency through work management and workforce planning.   Allocates and adjusts resources to processing teams and special projects in alignment with corporate and P&C business goals.   Oversees employee scheduling to ensure adequate service coverage.    Initiates and approves overtime as needed in order to meet service levels.   
4.    Demonstrates leadership in building effective teams, inspiring a shared vision, and motivating employees.    Effectively manages change and drives for results while creating a positive team environment.   Seeks input from multiple perspectives and creates innovative plans to advance organizational capabilities.   
5.    Understands Corporate and P&C goals and strategies and develops plans to support the business.     Oversees plan execution and makes adjustments as needed to deliver desired results.
6.    Complies with Human Resource policies, procedures, and regulations.   Consults with Human Resources specialists as needed on personnel issues.   Maintains personnel files in accordance with Human Resource guidelines.    
7.    Prepares department budget and manages expenses.   Analyzes budget reports and reports variances to Commercial Services Leader.  Demonstrates fiscal responsibility.
8.    Effectively communicates timely information to team members and helps them understand decisions.  Serves as a change advocate that can bring awareness and support for change to various levels of the organization. Provides information that improves the team’s ability to complete their job responsibilities.  Provides the necessary coaching and visibility to help employees align to daily goals while also providing an empowered work environment.   Is clear and consistent in communicating process changes, results and overall expectations.
9.    Coordinates continuous improvement initiatives in Commercial Processing.   Takes calculated risks to improve results.  Identifies best practices and shares information with peers and partners.  Clearly defines roles and responsibilities and enables cross-team collaboration.  Encourages consistency among processing teams where appropriate.       
10.  Maintains a working knowledge of the policy processing function.   Has a high-level understanding of how policies are constructed, including rating, coverage forms, technology and the various reference tools used.   Ensures commercial processing teams stay current with changes and adhere to standard processes, tools and methodologies.    
To Qualify:
  • College degree with three years of relevant business experience -OR- High School diploma with an insurance designation and five years of relevant business experience.
  • People leadership experience
  • Proven track record of leading teams and collaborating with others to deliver excellent results  

Westfield's generous total rewards program includees a competitive salary, profit sharing, 401K and pension programs, traditional medical, dental, life insurance and pharmacy plan.  Our unique environment also provides free membership to our on site fitness facility, onsite access to summer farmer's market fresh produce, many local discount programs and free parking.

To apply for this role please visit our website at to complete an online application.

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Member companies of the Westfield Group are Equal Opportunity Employers (M/F/Disabled/Protected Veteran).