COO - Commercial Casualty

Position Summary
The Chief Operations Officer (COO) is a senior executive responsible for leading and optimizing the company’s day-to-day operational functions to support profitable growth, service excellence, regulatory compliance, and scalable performance. The COO provides strategic oversight of core insurance operations, including underwriting support, policy administration, claims operations, customer service, billing, data management, vendor oversight, and process improvement.
This executive partners closely with the CEO, CFO, Chief Actuary, Chief Compliance Officer, and business leaders to drive operational efficiency, enhance customer and broker experience, strengthen internal controls, and support long-term business objectives.
Key Responsibilities
Operational Strategy and Leadership

• Develop and execute the company’s operational strategy in alignment with enterprise goals, growth plans, and risk appetite.
• Lead enterprise operations to improve efficiency, scalability, service delivery, and cost management.
• Establish operational performance standards, KPIs, dashboards, and accountability structures.
• Drive a culture of continuous improvement, accountability, and customer service excellence.
• Serve as a key advisor to executive leadership and the Board on operational performance and strategic initiatives.

Underwriting and Policy Administration Operations

• Oversee underwriting support operations, policy issuance, endorsements, renewals, cancellations, and document management.
• Ensure timely, accurate, and compliant policy servicing across all commercial casualty lines.
• Partner with underwriting leadership to improve workflow efficiency, service standards, and operational controls.
• Monitor operational support for product launches, filings, and market expansions.
• Improve automation and straight-through processing capabilities where appropriate.

Claims Operations Oversight

• Provide operational oversight for claims intake, assignment, workflow management, service standards, and vendor coordination.
• Partner with claims leadership to improve claim cycle times, reserve accuracy, litigation management support, and customer communications.
• Monitor operational performance related to claims systems, reporting, and quality assurance.
• Ensure efficient escalation processes for complex, high-severity, and litigated claims.
• Support fraud detection, SIU coordination, and claims process improvement initiatives.

Customer, Broker, and Service Experience

• Lead customer service and broker support functions to ensure responsive, high-quality service.
• Develop service level standards and performance monitoring for policyholders, agents, brokers, and claimants.
• Improve client onboarding, policy servicing, billing inquiries, and issue resolution processes.
• Drive service enhancements that strengthen retention, satisfaction, and market reputation.

Process Improvement and Operational Excellence

• Identify operational bottlenecks, inefficiencies, and control gaps; implement corrective actions.
• Lead business process redesign, workflow automation, and digital transformation initiatives.
• Develop and implement best practices for operational consistency and quality.
• Oversee enterprise project management for operational initiatives.
• Promote Lean, Six Sigma, or similar process improvement methodologies as appropriate.

Technology, Data, and Infrastructure

• Partner with IT and business leaders on core system optimization, digital tools, and operational platforms.
• Oversee operational data quality, reporting accuracy, workflow controls, and system performance.
• Support implementation of policy, billing, claims, CRM, and analytics systems.
• Ensure business continuity planning, operational resilience, and disaster recovery preparedness.
• Leverage technology to improve efficiency, visibility, and service outcomes.

Financial and Performance Management

• Manage operational budgets, staffing plans, and expense performance.
• Identify cost-saving opportunities while maintaining service quality and compliance.
• Support financial forecasting, operational planning, and resource allocation.
• Develop productivity metrics and performance reporting for executive leadership.
• Ensure strong internal controls over operational processes and expenditures.

Vendor and Third-Party Oversight

• Oversee operational performance of TPAs, claims vendors, policy administration vendors, call centers, and other third-party partners.
• Establish service level agreements (SLAs), performance monitoring, and governance processes.
• Conduct vendor performance reviews and ensure alignment with contractual obligations.
• Mitigate operational and service risks related to outsourced functions.

Regulatory and Risk Management Support

• Partner with Compliance, Legal, and Risk teams to ensure operational adherence to insurance regulations, market conduct requirements, privacy obligations, and internal policies.
• Support audit readiness, regulatory exams, and remediation efforts.
• Maintain strong operational controls to reduce risk exposure and support governance.
• Oversee complaint management, issue escalation, and corrective action tracking.

Leadership and Talent Development

• Lead and develop operations leaders and teams across multiple functions.
• Build organizational capability, succession plans, and talent development strategies.
• Foster cross-functional collaboration and strong communication.
• Drive employee engagement, accountability, and performance management.

Qualifications
Education

• Bachelor’s degree in Business Administration, Finance, Insurance, Operations Management, or related field required.
• MBA or advanced degree preferred.

Experience

• 12+ years of progressive leadership experience in property and casualty insurance operations, preferably in commercial casualty.
• Minimum 7 years in senior operational leadership roles.
• Strong experience in policy administration, underwriting support, claims operations, customer service, and process improvement.
• Demonstrated success leading operational transformation and large-scale teams.
• Experience with insurance technology platforms and vendor management.

Preferred Certifications

• CPCU (Chartered Property Casualty Underwriter)
• PMP (Project Management Professional)
• Lean Six Sigma certification

Knowledge, Skills, and Competencies

• Deep knowledge of commercial casualty insurance operations, policy lifecycle, and claims workflows.
• Strong leadership and change management capabilities.
• Excellent analytical, financial, and operational problem-solving skills.
• Ability to balance strategic priorities with execution discipline.
• Strong communication and executive presence.
• Experience driving digital transformation and process automation.
• High integrity, sound judgment, and customer focus.

Success Measures

• Improved operational efficiency and cost performance.
• Service level attainment and customer satisfaction.
• Claims and policy servicing turnaround times.
• Reduction in operational errors and control deficiencies.
• Successful implementation of strategic initiatives.
• Employee engagement and team development outcomes.

Work Environment

• Executive leadership role requiring close collaboration across underwriting, claims, finance, actuarial, compliance, IT, and executive management.
• May require travel for operational oversight, vendor reviews, Board meetings, and industry events.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.