Accident & Health Operations Manager

Accident & Health Operations Manager

Position Overview

The Accident and Health Operations Manager is responsible for the onboarding, operational integration, and ongoing management of external program managers, administrators, intermediaries and fronting insurance companies (collectively, "MGUs"). This role ensures that MGUs are effectively integrated into company systems, processes, and compliance frameworks to support efficient policy issuance, regulatory adherence, and operational excellence.

In addition to execution, this role owns the MGU onboarding strategy, defining scalable frameworks, standards, and best practices for integrating new partners and programs.

This position serves as the primary day-to-day liaison between the company and its MGU partners, coordinating across underwriting, licensing, compliance, and operational teams.

The Operations Manager plays a critical role in enabling business growth by ensuring new programs are launched efficiently and existing partnerships operate smoothly.

MGU Onboarding Strategy & Implementation

• Own and continuously refine the MGU onboarding strategy, including standardized frameworks, operating models, and best practices for partner integration.
• Design scalable onboarding processes to support growth across multiple MGUs, programs, and distribution channels.
• Define onboarding timelines, milestones, and success criteria, ensuring consistency across all implementations.
• Lead end-to-end onboarding of new MGU partners, including operational readiness, system integration, and process alignment.
• Coordinate onboarding deliverables and dependencies across underwriting, legal, compliance, IT, and finance.
• Establish workflows for submission intake, policy issuance, reporting, and escalation handling.
• Ensure MGUs are trained on company processes, systems, and reporting expectations.

Policy Issuance & Operational Execution

• Oversee and facilitate policy issuance processes for all written business, including non-MGU business, ensuring timeliness, accuracy, and compliance.
• Coordinate setup and maintenance of products, policies, rating structures, and forms within policy administration systems.
• Ensure proper handling of endorsements, cancellations, and renewals in alignment with underwriting guidelines.
• Identify and resolve operational bottlenecks that impact service levels or customer experience.
• Monitor policy lifecycle metrics and service-level adherence.

Licensing & Regulatory Compliance

• Coordinate producer and entity licensing requirements, including across MGUs and jurisdictions.
• Ensure compliance with state Department of Insurance requirements for policy issuance and distribution.
• Partner with Legal and Compliance teams to support filings, approvals, and regulatory inquiries.
• Maintain documentation and audit trails supporting MGU authority and operational compliance.
• Support audits related to delegated authority, licensing, and operational processes.

MGU Relationship Management

• Serve as the primary operational point of contact for MGUs, managing day-to-day requests and issue resolution.
• Establish strong working relationships with MGU operational and underwriting teams.
• Triage and coordinate responses to MGU inquiries across internal departments.
• Facilitate regular operational reviews with MGUs to address performance, issues, and improvement opportunities.
• Support escalation management and resolution of complex operational issues.
• Process Optimization & Controls
• Identify opportunities to streamline onboarding, policy issuance, and MGU servicing workflows.
• Develop and implement standardized operating procedures across MGUs.
• Establish operational controls to ensure adherence to delegated authority agreements.
• Drive automation and system enhancements to improve efficiency and accuracy.
• Monitor operational KPIs and recommend improvements based on performance trends.

Cross-Functional Partnership

• Partner with Underwriting, Actuarial, Finance, Compliance, and IT teams to ensure cohesive program execution.
• Support implementation of new products and program changes across MGUs.
• Coordinate with Finance on premium flow, reporting, and reconciliation dependencies.
• Collaborate with technology teams on system integrations, data flows, and platform enhancements.
• Provide operational insights to leadership to support strategic decision-making.

Qualifications

• Bachelor's degree in Business, Insurance, Operations, or a related field.
• 5 years of experience in insurance operations, preferably within Accident & Health or specialty lines.
• Experience working with MGUs, delegated authority models, or third-party administrators.
• Strong knowledge of policy administration, policy lifecycle processes, and insurance operations.

• Familiarity with licensing requirements and multi-state regulatory environments.
• Excellent organizational, communication, and problem-solving skills.
• Ability to manage multiple priorities and stakeholders in a fast-paced environment.

Preferred Skills

• Experience designing or leading onboarding frameworks for MGUs or program business.
• Knowledge of accident & health insurance products and regulatory frameworks.
• Familiarity with policy administration systems and workflow tools.
• Experience with operational KPIs and service-level management.
• Strong project management and process improvement capabilities.

Success Indicators

• Scalable, standardized onboarding framework adopted across MGU partnerships.
• Timely and efficient onboarding of MGUs and new programs.
• Accurate and compliant policy issuance across all MGU partners.
• Strong, responsive relationships with MGUs and internal stakeholders.
• Reduction in operational friction and processing delays.
• Improved standardization, automation, and scalability of operational processes.

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.