Manager, Policy And Brokerage Operations

About Vouch:

Insurance... sounds slow, old-fashioned, and unexciting. Exactly. Insurance is broken, and it's failing to empower fast-moving, innovative startups and rapidly-scaling companies.

Vouch is a new, technology-first insurance company, backed with $160M in funding from world-class investors. Like Stripe for payments or Brex for credit cards, Vouch is creating the go-to business insurance for startups.

We're doing this by making insurance fast, responsive, and customer-first. Instead of using printed PDF applications and week-long waits, Vouch is re-building insurance from the ground up: leveraging the power of data and technology to underwrite companies quickly, construct relevant policies, and design seamless experiences in an otherwise frustrating industry.

What does a work environment look like at Vouch?

Vouch is a Virtual First Workplace with SF and Chicago office locations. This role has remote work flexibility as long as you can work our Vouch core collaboration hours (8:30 am-2:30 pm Pacific Time.)

Location Eligibility: This position is not eligible for employment in the following locations: California, New York City Metropolitan Area, and Washington State.

Job Summary:

Vouch is looking for an experienced manager to oversee the high-quality execution and improvement of our bind and post-bind servicing activities in an effort to provide a unified client experience. As Manager, Policy and Brokerage Operations, you will manage a team of 6 Policy Operations Specialists and 4 Brokerage Operations Associates in the quality execution of customer requests for mid-term changes to policies and other policy servicing activities (endorsements, cancellations, certificates of insurance, and renewals), for policies written in-house as well as those sourced externally via our brokerage.

We are looking for an action-oriented leader who can lead the charge on optimizing workflows between Policy Ops and Brokerage Ops in order to reduce handoffs, improve efficiency, and all together create a more seamless client experience. Reporting to the Head of Client Operations, this exciting role will give you the chance to directly impact our client experience as well as the processes and technology that support it through procedure analysis, documentation of key workflows, and the implementation of new processes. You will be a good fit for this role if you not only like to develop people but also collaborate with others to influence scalable change.

Role responsibilities:

• Establish highly trusted and supportive relationships with our internal Client Success and Underwriting teams
• Collaborate with product and engineering to implement changes to Vouch’s client facing and internal technology by focusing on the impact to the business
• O Maintain and improve the infrastructure of our brokerage operations, specifically centered around maximizing our agency management system within Salesforce
• Grow, develop, and empower your team to reach their goals and unblock when they are blocked
• Provides a positive work environment for the team by documenting standard operating procedures (SOPs) and ensuring they are educated on best practices, policies, and procedures
• Manage a team of 6 Policy Operations Specialists and 4 Brokerage Operations Associates in delivering quality and timely responses to policy servicing requests and issues
• Train, mentor, and oversee performance management for the team, coordinating daily workload and ensuring the team is appropriately staffed to meet client needs
• Proactively identify areas to improve processes and procedures focused on delivering a great customer experience and increasing operational efficiency
• Exhibit a strong bias for action and ownership by conducting ad hoc analyses and projects that further the goals of the team
• Actively work for workflow optimization between two existing teams in order to deliver a more unified customer experience

About you:

• Strong problem-solving, communication, and organization skills
• Demonstrated ability to challenge the status quo and identify opportunities for operational/ process improvements
• Ability to get up to speed quickly on new and complex topics
• Skilled in analytics and data driven decision making
• Strong project management skills
• Proficient with MS Office, including Excel
• 4-6+ years’ experience managing a team directly in a service-oriented role
• 4-6+ years’ experience in commercial insurance (at an in-house carrier and/or brokerage)
• Ability to deal well with ambiguity and maintain composure in complex situations
• Dependable, positive, and detail-oriented with excellent follow-through skills

Nice to have:

• Exposure to and passion for early-stage startups and/or high-growth environments
• Experience in Property/Casualty Insurance
• Bachelor's Degree (in Business, Insurance & Risk Management or a related field a plus)

Salary Range:

The pay range for this role is: $115,000 to $135,000

Our salary ranges are based on paying competitively for our size and industry and are one part of our total compensation package that also includes benefits and other perks. We also include stock options in all compensation packages and believe all Vouch employees should have the opportunity to become owners in the company.

Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skill set, location, and business need. The base pay range provided is subject to change and may be modified in the future.

Vouch believes in putting our people first, and building a diverse team is at the front of everything we do. We welcome people from different backgrounds, experiences, perspectives, and ranges of abilities. We are an equal-opportunity employer and celebrate the diversity of our growing team.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected].