Workers’ Compensation Operations Team Leader 

Centralized Operations Unit (COU)

 

Location: Philadelphia, PA 

Job Summary: 

The Team Leader of the Centralized Operations Unit (COU) a processing center, is responsible for overseeing daily activities of team members to ensure productivity and accuracy in delivering underwriting services. This position prioritizes workflow, resolves issues, and provides comprehensive support to underwriting offices within the NA Major Accounts Complex Division. The manager's role includes coaching and mentoring team members, developing training plans, and making recommendations regarding employment, promotions, and performance evaluations.

In addition to team management, the role entails actively contributing to process optimization and re-engineering efforts, focusing on improving service delivery while reducing operational costs. The Team Leader will analyze current workflows and procedures to identify areas for continuous improvement and implement innovative solutions to enhance operational efficiency.

Collaboration is key, as this position requires interaction with various internal departments — including Home Office underwriting, the Office of General Counsel, IT, and billing — to address and resolve operational issues effectively. The Team Leader must balance team resources with fluctuating priorities, ensuring strong relationships with branch office underwriters and managers while supporting organizational objectives through strategic project planning and execution.

Responsibilities:

Manages team members’ work activities on a day-to-day basis. Prioritizes and ensures the accuracy of work products, answers questions and resolve problems, provides overall support to underwriting offices. Ensures accurate and timely product delivery. Operates within Major Accounts Complex COU’s established operational standards and practices.   Demonstrates the ability to coach and develop team members. Mentors, directs, trains, and coaches’ employees. Develops line of business training plans. Recommends employment, promotion, and disciplinary action; appraises employee performance and recommends salary and incentive compensation. Positively contributes to process re-engineering automation and optimization efforts which result in consistent underwriting service delivery while reducing operational costs. Focuses the priorities on the broadest benefit realization. Analyzes workflows, procedures, and systems for continuous process improvement. Identifies and resolves process deficiencies and quality control issues across the team. Develops new methods and/or approaches to achieving business objectives. Interacts with Home Office underwriting, Office of General Counsel Product Managers, billing, reinsurance, and IT units to resolve problems. Balances demands with team skills and work capacity; reacts quickly to and manages changing competing priorities. Builds strong relationships with branch office underwriters and managers. Provides overall program support. Assists in the planning and implementation of special projects and performs other duties and tasks to meet company objectives within established time frames.

Qualifications: 

Bachelor’s degree or significant relevant work experiencePrior supervisory experience in a processing environmentProficient knowledge of Workers’ Compensation Insurance PoliciesProficiency with Microsoft Suite, i.e., Excel, Word, Outlook, Teams, etc.Strong customer service orientationDemonstrated sound creative, analytical, and problem-solving skillsResourcefulness to seek out and consider multiple sources of data and apply evaluative thinkingUnderstanding and support of team building theory and demonstrated ability to work within theoryLarge risk commercial lines experience is a plus