Director, C/L Operations

MAPFRE

Director of Commercial Lines Operations at MAPFRE, leading transformation in underwriting and service operations. Enhancing operational infrastructure while fostering collaboration across global teams.

Posted 4/30/2026full-timeWebster • Massachusetts • 🇺🇸 United StatesLead💰 $121,100 - $168,300 per yearWebsite

Tech Stack

Tools & technologies

Guidewire

About the role

Key responsibilities & impact

Lead the transformation of Commercial Lines operations, including underwriting support, service operations, workflow redesign, and operational performance management
Oversee the development, maintenance, and continuous refinement of the Commercial Lines service menu, ensuring alignment to business objectives and frontline execution needs
Embed a continuous improvement mindset across all operational processes by identifying opportunities, implementing enhancements, and monitoring impact to drive sustainable performance gains
Drive accountability across assurance providers, ensuring required actions are completed on time and operational issues are resolved effectively to maintain operational integrity
Validate and facilitate field engagement for pilots, tests, and “learn and iterate” initiatives, minimizing disruption by translating operational expertise to development teams and reducing excessive field involvement
Build and operationalize a centralized Underwriting Assistant (UA) function supporting small commercial and complex underwriting teams
Design and implement standard operating procedures (SOPs), RACIs, process maps, and a centralized knowledge base to reduce tribal knowledge and drive consistency
Implement workflow tools, queue management solutions, and productivity dashboards to replace email‑driven work and improve visibility into backlog levels, SLAs, and performance
Improve quote, renewal, endorsement, and service cycle times while maintaining quality and underwriting integrity
Develop and monitor KPIs, operational reporting, and daily management routines to enable effective capacity planning, workload distribution, and performance accountability
Partner closely with IT to advance modernization initiatives including Guidewire enhancements, automated and manual rating tools, submission intake automation, and workflow solutions
Lead teams responsible for Underwriting Assistants, service representatives, team leads, and vendor/offshore partners (e.g., EXL), ensuring effective utilization, clear ownership, and performance accountability
Support underwriting leadership by removing operational bottlenecks, improving referral processes, and reinforcing operational discipline
Establish training programs, cross‑training structures, and career paths to strengthen operational talent and reduce single‑thread risk
Drive measurable improvements in agent and customer experience by partnering with Distribution and Underwriting to align service delivery with agent segmentation and appetite strategy
Foster a culture of accountability, partnership, transparency, and continuous improvement across all Commercial Lines operational functions

Requirements

What you’ll need

Bachelor’s degree required, MBA or other advanced degree preferred
10+ years of P&C insurance experience, including at least 5 years in Commercial Lines operations, underwriting operations, or transformation leadership roles
Proven track record leading large operational teams, including vendor and offshore partners
Demonstrated experience designing and implementing new workflow models, SOPs, process maps, and performance dashboards
Deep understanding of Commercial Lines workflows, including rating, intake, triage, and policy servicing
Strong knowledge of workflow technologies, operational reporting, process improvement methodologies, and operational best practices
Familiarity with legacy policy administration systems and modernization initiatives such as Guidewire, rating tools, workflow engines, and submission intake automation

Benefits

Comp & perks

Competitive health coverage
Retirement plans
Paid time off
Flexible work options
Lifestyle perks like employee discounts

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workflow designprocess mappingperformance managementKPI developmentcapacity planningoperational reportingcontinuous improvementunderwriting operationsservice operationstransformation leadership

Soft Skills

leadershipaccountabilitycommunicationcollaborationproblem-solvingtraining and developmentcross-trainingpartnershiptransparencyoperational discipline

Certifications

Bachelor's degreeMBA