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Travelers Underwriting Manager, Business Centre Operations in Calgary, Alberta



Underwriting Manager, Business Centre Operations

Target Openings:


Primary Job Duties & Responsibilities:

  • Provides guidance to underwriters to ensure quality underwriting decisions are consistent with company policies and programs, and in compliance with provincial laws and regulations.

  • Has authority to approve UW exceptions.

  • Handles underwriting decisions on new business, renewals and referrals that are above front line underwriter authority.

  • Recommends risks above their authority.

  • Consults with Underwriters on complex/gray risks.

  • Performance manages team to ensure assigned workload is completed within quality, productivity and service standards as established by the business centers.

  • Performs call monitoring reviews to assess employee skills and performance and provides timely feedback and coaching to improve individual and team performance.

  • Conducts side by sides with team to improve performance in risk analysis, efficiency, and customer experience.

  • Monitors team's and center's workload, workflow and turnaround time, to ensure maximum efficiency in the underwriting team.

  • Identifies trends and training needs from the team's quality assurance process & audits.

  • Implements action plans to address underwriting quality gaps.

  • Coach and mentor team members for growth and development, and engage team members frequently using active management principles.

  • Prepares & conducts training sessions: individual or classroom.

  • Recommends workflow/process improvements to upper management.

  • Communicates and leads team to help them understand workflow/process changes.

  • Keeps up to date on regulatory changes and other ongoing training. Assesses reformation, ex-gratia and recission requests.

  • Perform other duties as assigned.

Job Opening ID:


Environmental/Work Schedules/Other:

Travel - Occasionally

Equal Employment Opportunity Statement:

Travelers is an equal opportunity employer.

We are committed to providing accommodation to persons with disabilities. If you require accommodation during the recruitment or interview process we will work with you to accommodate your needs.

Job Specific & Technical Skills & Competencies:

  • Advanced critical thinking & analysis skills.

  • Advanced verbal & written communication skills.

  • Demonstrated leadership skills including, coaching, training, rapport building and conflict management skills.

  • Strong Customer Service Skills.

  • Good negotiation skills.

  • Knowledgeable in insurance products and systems.

  • Effective organizational and time management skills.

Job Category:


Job Summary:

The incumbent will provide leadership, coaching and technical underwriting support for a team of personal insurance underwriters dealing with an assigned group of brokers as well as, making individual underwriting decisions on referred accounts. They will provide supervision and consistent support with growth/development, goals, objectives and standards to support achievement of the company and team quality, productivity, customer service and financial objectives. The incumbent will also ensure underwriters properly develop & analyze risks, make sound underwriting decisions, execute those decisions, work efficiently, and provide excellent broker/customer experience.

Position Type:


Education, Work Experience & Knowledge:

  • 1 year experience in managing and developing teams in the Insurance Industry.

  • College Diploma or University degree.

  • 4 or more years of Personal Lines Underwriting experience.

  • 2 or more years' experience managing others.

  • Advanced knowledge and ability to explain Travelers underwriting philosophy.

  • Advanced understanding of regulatory and compliance laws.

  • Ability to quickly deescalate broker/employee issues.

  • Demonstrated operational skills balancing phones, inventory, turnaround time, customer experience, and critical thinking.

Physical Requirements:

  • Operates standard office equipment - Continuously

  • Sitting (Can stand at will)

  • Use of Keyboards, Sporadic 10-Key

Minimum Qualifications:

High School Diploma 3 years' proven underwriting experience working on complex risks

Company Information:

Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Licensing or Certificates:

CIP designation or working towards.

Primary Location:

Calgary - Alberta - Canada

We are committed to valuing the diversity that exists among our workforce, our business partners, our customers and our communities. With respect to our workforce, we are committed to not only increasing diversity in our hiring at all levels but also fostering an inclusive environment where all employees, regardless of race, color, religion, gender, gender identity, age, national origin, disability, veteran status, marital status, sexual orientation, genetic information or any other status or condition protected by law, can develop and thrive.