About this role
The Lead Assistant Manager will be responsible for leading a team supporting end-to-end Commercial P&C Insurance policy administration activities, including Policy Issuance, Endorsements, Renewals, Cancellations, and Maintenance transactions. The role requires strong operational leadership, client management, process improvement expertise, and the ability to drive business outcomes through effective people and performance management.
Responsibilities
Key Responsibilities
Operations & Service Delivery
- Lead and manage a team supporting Policy Issuance, Endorsements, Renewals, Cancellations, Reinstatements, and other Policy Administration activities.
- Ensure adherence to agreed SLAs, productivity targets, quality standards, and turnaround times.
- Monitor daily workflow queues, capacity planning, work allocation, and volume fluctuations to ensure seamless delivery.
- Review operational dashboards and performance metrics to proactively identify risks and implement corrective actions.
- Ensure compliance with carrier, broker, client, and regulatory requirements.
Team Management & Leadership
- Manage, coach, and mentor team members to drive performance, engagement, and career development.
- Conduct regular performance reviews, feedback sessions, and individual development planning.
- Drive resource utilization, workforce planning, succession planning, and cross-training initiatives.
- Foster a high-performance culture focused on accountability, continuous improvement, and customer service excellence.
Client & Stakeholder Management
- Act as a key point of contact for client interactions, governance calls, operational reviews, and escalations.
- Build strong relationships with brokers, underwriters, operational stakeholders, and business partners.
- Provide regular updates on service performance, challenges, risks, and improvement initiatives.
- Ensure timely resolution of client escalations through effective root cause analysis and action planning.
Quality, Risk & Compliance
- Drive accuracy, compliance, and audit readiness across all operational processes.
- Monitor quality performance, identify error trends, and implement preventive and corrective action plans.
- Ensure adherence to information security, data privacy, business continuity, and regulatory guidelines.
- Manage operational risk, identify control gaps, and implement mitigation plans.
Process Excellence & Transformation
- Identify automation, digitization, and process improvement opportunities to enhance efficiency and customer experience.
- Lead Lean Six Sigma, continuous improvement, and operational excellence initiatives.
- Support implementation of workflow tools, new business transitions, SOP creation, and process standardization.
- Participate in transformation initiatives involving AI, RPA, analytics, and workflow optimization.
Qualifications
Graduate
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
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