Senior SCS Team Manager

Amica Mutual Insurance, 2014 - Present

• Provide senior leadership for customer contact organization supporting sales and client services, with accountability for performance, quality, regulatory compliance, and customer experience across a team of 71 licensed professionals.

• Translate corporate and divisional strategy into executable operating plans, driving alignment with underwriting standards, risk appetite, and growth objectives.

• Serve as an underwriting authority on high-risk and complex new business applications, influencing portfolio quality and long-term profitability.

• Lead, mentor and develop frontline leaders and senior representatives, building a bench of promotable talent and strengthening leadership continuity.

• Improve employee engagement and retention through data-driven coaching models, targeted development plans clear performance expectations.

• Partner with senior leaders and cross-functional stakeholders to resolve escalated customer and operational issues, balancing customer advocacy with financial discipline.

• Driver operational excellence initiatives, including the design and implementation of new workflows, resulting in a 17% increase in productivity while maintaining quality and compliance standards.

• Lead divisional and enterprise initiatives with broad impact, including process redesign, regulatory readiness, and change management efforts.

• Operate with signification autonomy, exercising executive judgement while delivering outcomes aligned with enterprise KPIs.