ISC (Integrated Specialty Coverages, LLC)

Product Manager

• Develop and maintain product scorecards to monitor key product performance indicators, evaluate scorecards to identify trends in program performance, opportunities, and actionable recommendations. Compile results to share with Business Unit leaders and company management.
• Acquire Subject Matter Expertise on insured policy and claim data acquired by ISC and partner systems, including data retention and storage and reportability and visualization using ISC data warehouse and reporting tools. Use SQL, Python or other analytical applications to acquire, summarize and report policy, premium and loss data. Use data and information for reporting and analysis to develop insights, unearth opportunities, increase process efficiency and improve automation.
• Work with underwriting business unit leaders to manage the rating plans, including ISO advisory rates and independent pricing. Employ pricing strategies and direction to aid the business unit leaders. Monitor and summarize premium and exposure trends and underwriter discretionary rating activity at the portfolio level. Analyze program metrics, underwriting insights and market environment to identify price segmentation opportunities. Lead the implementation efforts in conjunction with the Tech team.
• Work with underwriting business unit leaders to manage the policy forms kits, including ISO, carrier-specific and proprietary policy forms and applications. Lead the implementation efforts in conjunction with the Tech team.
• Work with underwriting business unit leaders and tech team to identify and describe requirements to streamline, structure and automate new and renewal underwriting and policy issuance processes applicable to agents or underwriters. Evaluate third-party data sources which may improve process efficiency or risk assessment.
• Work with ISC tech team to ensure loss runs from claims TPAs are properly ingested, archived and reported. Analyze loss results with appropriate considerations for statistical credibility and loss development maturity.
• Develop a detailed understanding of key competitors and market segments. Evaluate ISC competitive advantages and identify opportunities to exploit them. Expose competitive gaps and work to close them through product enhancements.
• Work with underwriting business unit leaders to optimize financial results by balancing production, loss ratio, and agency commission and fees.

Product Manager, P&C Commercial Lines

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

Product Manager, P&C Commercial Lines

Senior Manager, A&H Claims, Customer Service

Sales Operations Manager – Commercial P&C Insurance

Senior Manager, PMO

Business Project Manager, PMO