Summary:

Direct and manage the operations of an Underwriting unit through the recruitment, selection, training, development, motivation, and salary administration of underwriter staff. Specifically, oversee/coordinate division workflow and manage Underwriting projects, customer service initiatives, work efforts and risk analysis of underwriters, with the goal of ensuring a customer-centered communication focus at the agency level. Participate, coordinate, or independently lead complex projects to include major system and process improvement initiatives in the Underwriting Department. Serve as communication liaison/resource, providing technical problem resolution with field management, agents, company management, other companies, and insurance departments regarding underwriting concerns and issues. Develop, implement, and monitor customer service standards for agency-level staff.

Primary Duties & Responsibilities

• People Leadership and Management
• Plan, direct, and coordinate the activities of an Underwriting unit - maintaining departmental service standards and objectives with favorable mortality experience and persistence at the lowest possible net cost.
• Supervise and direct the work activities and risk analysis of underwriters.
• Perform all aspects of performance management and career development through goal setting, ongoing assessment, and coaching.
• Responsible for the development of underwriters through the referral process, individual instruction, case audits, and classroom instruction.
• Coordinate and implement new underwriting guidelines, practices, and procedures.
• Operational/Project Management:
• Participate, coordinate or independently lead complex projects to include major system and process improvement initiatives in the Underwriting Department.
• Provide leadership to all aspects of these systems and process improvements including workflow, process changes and systems development initiatives.
• Act as a liaison to other insurance operations departments when implementing initiatives.
• Execute change management and communication plans.
• Develop, implement, and monitor customer service standards for the Field Force.
• Initiate communication to address and resolve technical problems with field management.
• Recommend and implement improved service strategies/standards to address work efficiencies.(i.e. divisional workflow roles/responsibilities; work area layout/workflow).
• Coordinate designs, and deliver field visitations programs and videoconference to improve Home Office/Field relationships and to communicate New Business practices and changes.
• Manage the budget for respective unit.
• Technical Leadership/Escalation Point.
• Respond to complex/sensitive customer service complaints and questions in compliance with the National Association of Insurance Commission guidelines.

Qualifications

• Bachelor's degree and/or an equivalent combination of education or progressively responsible work experience.
• Experience may include people management experience, Lead Underwriter Consultant, and training development of underwriters at all levels resulting in performance improvements.
• Previous life underwriting experience preferred.
• Track record of obtaining results.
• Demonstrated skills in relationship building, planning and directing work, decision-making, communication, and change management.
• Strong project management skills with the ability to lead or manage departmental projects or process improvement initiatives.
• Strong interest in people development with competence in staff selection, assignment, training, development, motivation, and recognition.
• Superior communication skills with the proven ability to build trusted relationships and successfully negotiate issues with the field, policy owners, and employees.
• A minimum of seven years of operational experience is preferred.

Skills You Have:

• Accountability (Advanced): Holds yourself and your team accountable for measurable, high-quality and timely results. Sets objectives and priorities, delegates work and owns mistakes.
• Change Adaptability (Advanced): Open to new ways of working and adjusts smoothly as the business, processes and tools change.
• Insurance Acumen (Advanced): Applies knowledge of insurance concepts, policies, regulations and industry practices to solve problems. Understands underwriting, claims philosophy and risk.
• Learning Agility & Critical Thinking (Advanced): Keeps learning in relevant fields, methods and technologies. Uses critical thinking to find opportunities, carry out solutions, measure impact and improve processes over time.
• Negotiation & Managing Objection (Advanced): Works cooperatively toward mutually satisfactory outcomes and handles challenging conversations.
• Adaptive Communication (Advanced): Tailors complex information about products, systems and processes to different audiences, and bridges technical and non-technical stakeholders.
• Customer Centricity (Advanced): Takes a customer-first approach to designing and continuously improving solutions, processes and services that support business strategy and drive results.

Compensation Range:

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Geographic Specific Pay Structure:

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We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

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Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.