ISC (Integrated Specialty Coverages, LLC)

Customer Support

• Serve as a subject matter expert (SME) for INF travel insurance policies and plans, ensuring deep knowledge of coverage, compliance, and product details.
• Train Customer Service Team on policy elements (refunds, cancellations, coverage types).
• Monitor customer feedback to provide recommendations for product and service enhancements.
• Support broker partners, resolving escalations and policy-related issues.
• Resolve complex escalations with empathy and expertise; step in to deliver expert-level customer service when required.
• Ensure communication channels are effective, customer feedback is captured, and improvement opportunities are identified.
• Evaluate customer interactions for quality assurance and provide coaching to team members.
• Design and implement proactive service strategies that focus on preventing issues before they escalate.
• Lead, inspire, and motivate the Customer Service team (through third party agencies), ensuring alignment with ISC’s values.
• Mentor and develop Team Leads, focusing on accountability, and performance improvement.
• Deliver reporting, prioritization, and execution of operational objectives.
• Build a collaborative, high-performance environment leveraging principles of The Great Game of Business.
• Assess team resource capacity and support the hiring of new team members to meet business needs.
• Foster a strong feedback culture by implementing continuous improvement and retrospective practices.
• Collaborate with ISC’s CEC to ensure centralized operational procedures are adhered to.
• Document and standardize core procedures and SOPs.
• Track team performance against KPIs.
• Analyze data to identify trends, risks, and areas for improvement, creating reports and recommendations.
• Oversee CRM implementation and management, including reports, KPIs, and staffing needs.
• Ensure adherence to quality assurance standards across customer interactions.
• Manage the relationship with INF’s TPA, ensuring performance and adherence to contract terms.
• Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction
• Provides support and input to SVP budgeting process and ongoing management of P&L
• Collaborate with Product and Tech teams to troubleshoot platform issues and enable seamless digital customer experiences.
• Support Process Excellence initiatives, partnering with teams to optimize workflows and operations.

Senior Manager, A&H Claims, Customer Service

Sales Operations Manager

• Serve as a liaison between the Business Development team and our Salesforce consultants
• Ensure team has the tools and training to perform their jobs effectively
• Provide the necessary training and on-going coaching to ensure team members achieve their goals.
• Make recommendations to improve the overall effectiveness of the team.
• Conduct regularly on-going team meetings.
• Manage the team toward success.
• Review Salesforce data and other metrics to ensure BDRs are conducting agency meetings and hitting production goals.
• Manage tradeshow participation
• Manage allocation and performance of special campaigns.
• Allocate tasks that reflect and align to the strategic objectives of the business
• Assist independent agents when necessary.

Sales Operations Manager – Commercial P&C Insurance

Manager

• Take lead ownership of new insurance program concepts from start to finish from a requirement, project plan, and cross-functional integration perspective
• Provide project management for cross business-unit collaboration
• Collaborate with IT teams and business unit stakeholders to create detailed system and workflow requirements and propose efficient solutions in line with insurance industry standards.
• Design, document, implement, and maintain configurable information systems, ensuring data integrity, security, and compliance with regulatory standards where applicable.
• Manage and troubleshoot system-related issues, offering technical support to users, and overseeing system upgrades or modifications to optimize performance.
• Conduct regular audits and assessments of information systems to identify vulnerabilities and implement appropriate security measures.
• Collaborate with Program Managers and underwriters evolve and maintain the rate, quote, bind, and policy issuance systems for both existing and prospective programs.
• Facilitate a seamless transition of programs from acquired companies by collaborating with technical and underwriting teams to integrate them into the ISC platform.
• Provide Project management, tracking, and business updates around key projects
• Lead and manage on and offshore support resources, augmenting procedures for pre & post-bind activities, encompassing: Endorsements processing, Policy/invoice validation, Ensuring audit file completeness, Collaboration with the accounting department on Premium Finance/Accounts Payable processes, Bordereau delivery and automation, Overseeing inspections, Managing surplus lines filing (collaborating with vendors)

Senior Manager, PMO

Project Manager

• Lead the planning of broad scale ISC projects that involve Technology, Operations, Marketing, Accounting, and Underwriting business units, including insurance program concepts and M&A activity
• Provide project management for cross business-unit collaboration
• Lead program development, integration, and oversee configuration of rate/quote/bind/issuance systems
• Collaborate with Technology teams and business unit stakeholders to create detailed system and workflow requirements and propose efficient solutions
• Work closely with PMO Business Analysts and Technology on design, documentation, and implementation of configurable information systems, ensuring data integrity, security, and compliance where applicable
• Manage and troubleshoot system-related issues, offer technical support to users, and oversee system upgrades or modifications
• Collaborate with Program Managers and underwriters to evolve and maintain rate, quote, bind, and policy issuance systems
• Facilitate a seamless transition of programs from acquired companies by collaborating with technical and underwriting teams to integrate them into the ISC platform
• Provide project management, tracking, and business updates around key projects and report status to BU Management and C-level

Senior Manager, A&H Claims, Customer Service

Sales Operations Manager – Commercial P&C Insurance

Senior Manager, PMO

Business Project Manager, PMO