Reporting to the President of Commercial Farm/Ranch you will provides strategic oversight and direction for all elements of the end to-end customer value stream, including sales and field support, underwriting, customer service, and claims. You will ensure all functions of the customer value stream work together to provide a seamless customer experience from sales through claims processing. Preferred candidates will possess a deep understanding of the insurance industry, and experience with the commercial insurance sector. You should have substantial experience in commercial underwriting, including strong technical expertise and industry insight. Experience in leading others with a customer-focused approach, along with the capability to drive cultural transformation, is essential.
Primary Accountabilities
- You will create a collaborative, performance-driven work environment by facilitating and promoting trust, transparency, and inclusion. You will work with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development.
- Develop and execute strategy, ensuring compliance, and implementing transformational change management initiatives and actions as well as provide oversight for underwriting strategy development.
- You will balance technical underwriting work with cultural integration and change.
- You will lead with influence and expertise to contribute our division leadership team by supporting enterprise mission, vision, values.
- You will provide a strategic vision for all elements of the customer value stream to ensure a seamless, end-to-end customer experience.
- Provide oversight and direction of process improvements across teams of accountability to provide an emphasis on continuous improvement, compliance, and gaining efficiencies to achieve desired operational results.
- Develop innovative and transformational strategies across the customer value stream that differentiate our organization.
- Provide direction in establishing compliance practices that improve customer experience and service differentiation.
- Provide functional strategy development and execution for sales support, customer service, underwriting and claims.
- Direct functional leadership for management of customer value stream functions to ensure holistic and view and understanding of the customer experience.
- Provide oversight for problem resolution processes that respond to insurance department, consumer affairs complaints, and claims problem resolution.
- You will be responsible for communications and interactions with sales management, the field force, and product management regarding line strategies, procedures and changes that will impact the customer.
- Specialized Knowledge & Skills Requirements
- Demonstrated experience providing customer-driven solutions, support or service.
- Demonstrated experience developing and executing strategic business plans.
- Demonstrated experience in leading large, cross functional, complex projects.
- Demonstrated effective management or leadership experience.
- Solid knowledge and understanding of customer service techniques and tools.
- Solid knowledge and understanding of insurance products, policies, and underwriting philosophy in area of specialty.
- Solid knowledge and understanding of business process design, management, and measurement. Licenses Not applicable. Travel Requirements Up to 10%. Physical Requirements Work that primarily involves sitting/standing
Additional Information
Offer to selected candidate will be made contingent on the results of applicable background checks
Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
Sponsorship will not be considered for this position unless specified in the posting
In this primarily office-based role, you will be expected to spend at least 80% of your time (4+days per week) working from the office. Candidates should reside within approximately 35-50 miles of the Madison office location, 53783.
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.
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