Service Delivery Manager - Underwriting

MSIG USA continues to grow! Company Overview:MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world's top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business's unique risks.Role OverviewThe Service Delivery Manager supports the execution and performance of the commercial insurance policy administration lifecycle across admitted and non-admitted business. Reporting to the Head of Policy Administration, this role is accountable for day-to-day operational delivery across two assigned Lines of Business, ensuring timely, accurate, and compliant policy administration from submission intake through issuance, financial booking (including reinsurance), billing, collections, and ongoing servicing.The Manager leads onshore teams handling complex, judgment-based activities and oversee offshore and BPO delivery for standardized work, ensuring service quality, risk controls, and performance targets are consistently met. The role also oversees the design, implementation, and operational performance of automated and agentic solutions, ensuring automation delivers intended outcomes, is embedded into BAU operations, and is actively monitored and troubleshot to address defects, exceptions, or performance degradation.Key ResponsibilitiesPolicy Lifecycle Execution & Financial Operations• Execute and manage policy administration activities across submission intake, underwriting preparation, quoting support, binding, issuance, endorsements, renewals, and cancellations for assigned Lines of Business.• Ensure accuracy, completeness, and timeliness across policy administration, billing, general ledger, and reinsurance booking activities.• Identify execution issues, capacity constraints, and risks; escalate with clear analysis and practical recommendations. Delivery Model Execution (Onshore, Offshore & BPO)• Lead onshore teams responsible for complex, judgment-based policy administration activities, ensuring quality deliverables and adherence to controls.• Oversee offshore and BPO teams executing standardized processing, ensuring compliance with defined SLAs, KPIs, and service standards.• Monitor throughput, quality, and productivity metrics; take corrective action where performance falls below targets.• Ensure effective workload allocation and handoffs across onshore, offshore, and automated workflows. Delegated Authority Operations• Execute oversight of delegated authority operations, including bordereaux processing, quality review, and issue tracking.• Ensure delegated and outsourced activities comply with established governance frameworks, service standards, and regulatory requirements.• Partner with senior leaders on remediation plans for performance, quality, or control issues. Process Improvement, Digitization & Automation• Execute process improvements and digitization initiatives aligned to the policy administration target-state roadmap.• Oversee the design, implementation, and ongoing performance of automated and agentic solutions, ensuring they deliver defined outcomes related to quality, cycle time, cost efficiency, and risk reduction.• Actively monitor automation performance, exception handling, and embedded controls; troubleshoot issues and coordinate remediation with Technology and Operations partners.• Ensure automated solutions are properly documented, auditable, and fully embedded into BAU workflows with clear ownership.• Identify automation opportunities based on operational pain points and data insights, bringing forward practical recommendations for prioritization. Operational Risk, Governance & Compliance• Ensure day-to-day adherence to operational controls, regulatory requirements, and internal policies.• Support audits, regulatory reviews, and issue remediation activities, ensuring timely responses and closure.• Proactively identify and escalate emerging risks and control gaps with root-cause analysis and mitigation options. Talent & People Leadership• Directly lead and develop team members through regular check-ins, coaching, performance reviews, and workload management.• Establish clear accountability, role clarity, and execution discipline across teams.• Foster a culture of ownership, continuous improvement, and solution-oriented problem solving.• Support talent development and succession planning within the broader Policy Administration organization.Qualifications & Experience • 8-10+ years of experience in commercial insurance operations.SALARY: The estimated salary range for this position is $115,000.00 - $140,000.00 per year. This is a good-faith assessment of the salary range for this position only. In determining the actual salary within this range, MSIG USA will consider a candidate's relevant experience, location, and other job-related factors.Additional Benefits:Healthcare and Retirement BenefitsComprehensive medical, dental, and vision coverage401(k) with a generous employer match and profit-sharing contributionWellness incentive programLife and accidental death and dismemberment (AD&D) insuranceFlexible spending programsShort-term and long-term disability plansAdditional Benefit ProgramsPaid time off programPaid charitable leavePaid parental leaveTuition reimbursement programPersonal insurance (auto/homeowners) discounts#LI-HYBRID#LI-REMOTE, #LI-HYBRID, #LI-ONSITEIt's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group!