Lead support functions, including claims assistants, underwriting technicians, and both offshore and onshore consultants• Oversee execution of the full underwriting operations lifecycle, including submission intake, clearance, rating new and renewal, policy issuance, endorsements, BORs, and loss control processing• Identify and implement uses of AI and automation to increase efficiency across underwriting and claims operations• Own end-to-end workflow efficiency from submission through the policy lifecycle and into claims support• Support the claims function through administration and processing activities, ensuring alignment between underwriting and claims workflows• Establish and manage operational KPIs, including turnaround times, accuracy, productivity, SLA adherence, and expense efficiency• Identify and implement process improvements to increase speed, consistency, and scalability across all operational teams• Explore and implement AI-enabled solutions to drive efficiency, scalability, and improved operational outcomes• Manage capacity planning and workload allocation across internal, onshore, and offshore resources• Own operational vendor performance and relationships for outsourced partners, including quality, cost, and service delivery• Ensure data quality, consistency, and integrity across all operational processes• Partner with IT and business leaders to prioritize system enhancements and drive automation of operational workflows• Build a scalable operating model that supports business growth without proportional increases in expense• Deliver a consistent, high-quality service experience to underwriting and claims teams and brokers• Manage, coach, and develop the team to drive strong performance and professional growth. 5 to 7 or more years of experience in insurance operations, underwriting support, claims operations, or a related function, including leadership responsibility• Demonstrated ability to lead, coach, and develop operational teams while managing performance, capacity, and workflow• Proven track record of improving operational efficiency, quality, and scalability through process redesign, automation, and optimization of workflows using BPO, technology, and AI-enabled solutions• Strong knowledge of underwriting and claims support processes, operational controls, and service delivery expectations• Experience developing and monitoring KPIs, service levels, productivity measures, and expense discipline• Ability to partner effectively across business and technology teams to drive workflow enhancements and operating improvements• Strong analytical, organizational, communication, and problem-solving skills• Experience with vendor management and outsourced service models preferred• Ability to operate effectively across all departments in the organization, manage multiple priorities, and travel as needed.