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Job Information

Hub International Operations Manager in Burbank, California

About our Company:

Monarch E&S, a division of SPG Insurance Solutions (Monarch) is a rapidly growing, and successful property and casualty insurance wholesaler and managing general agency based in Burbank, CA with branches in MA & FL. We sell exclusively to retail agencies across the country with a focus on small to mid-market E&S commercial and specialty personal lines risks.

About the Position:

Monarch is seeking an energetic and motivated Operations Manager for our national platform. This position will report directly into the President and will collaborate with underwriting management/branch staff to provide superior customer service and operational effectiveness in support of a diverse book of business. The position will have people management responsibilities over operations service leaders and staff.

The ideal candidate will have a working knowledge of various legacy systems and workflows to act as a resource within the supported department(s). Responsibilities include the following:


Manage Workflows

  • Plan, direct and control department activities to ensure performance standards are consistently achieved.

  • Identify, analyze, and implement process improvement solutions on an ongoing basis

  • Manages assignment and distribution of work across offices/departments using workflow management tools; Proactively monitor and reallocate work as needed.

  • Implement operational discipline and plans to support the delivery of high-quality service to internal and external customers.

  • Manage and monitor third party vendors adherence to service standards

Performance Management, Development & Training

  • Hire, Train and develop underwriting support staff

  • Proactively coach and develop employees to support high quality work product and enhance career development. Seek assistance from home office COO and HR leaders when necessary.

  • Build and maintain strong working relationships with Branch Leaders, Underwriting, Accounting, and IT to support business transformation activities.

  • Consistently measure productivity, output quality and compliance procedures, authorities, and regulatory requirements.

  • Develop and maintain reporting tools and documentation to drive process standardization across all locations.

  • Develop and implement a quality audit and reporting process for all business segments

Insurance and Technology Resource

  • Design and develop Operations Service reports and business dashboards

  • Acts as the Q&A resource for Underwriting Operations staff, Management, Underwriters, Digital Strategies, Accounting, and other departments as requested.

  • Collaborates with Digital Strategies regarding systems support, performance, problem-resolution, and automation advancement.

  • Represents Operations on key corporate projects pertaining to quality, workflow, digital initiatives, new departments, etc. to ensure corporate processes and procedures are adhered to.

  • Subject Matter Expert of Business & Document Management Systems, excel dashboards, and other tools and systems as required.


At least 5-7 years of P&C experience required.

  • Minimum of 3 years supervision experience required.

  • Bachelor’s degree preferred.

  • E&S/Surplus Lines experience, preferred.

  • Excellent customer service and strong communication skills including the ability to interact with all levels of the organization.

  • Demonstrated leadership ability.

  • Exceptional knowledge of Microsoft Word, Excel, and Outlook.

  • Travel (25%).

  • Will abide by departmental policies and procedures, including authority levels, to comply with risk management controls.

Education, Work Experience, & Knowledge:

  • Supervision of staff.

  • Property Casualty knowledge.

  • Policy service background.

  • Basic understanding of underwriting and marketing functions and environments.

  • Systems background.

Job Specific Technical Skills & Competencies:

  • Clearly expresses ideas orally and in writing.

  • Listens to and understands what others are saying.

  • Shares information and maintains confidentiality Business Knowledge.

  • Solid understanding of P&C products and services.

  • Conceptual knowledge of marketing products and services.

  • Working knowledge of workflow related to all support activities.

  • Knows how to get things done & manage competing priorities.

Decision-Making and Problem Solving:

  • Sound problem resolution abilities.

  • Able to develop new methods and/or approaches to achieving business objectives.

  • Identify and resolve process deficiencies and quality control issues across the team.

  • Ability to effectively evaluate complex information and make the right decision.

  • Is resourceful in solving problems.

  • Takes intelligent risks to accomplish business objectives.

Customer Focus:

  • Identifies customer needs and takes appropriate action to meet those needs.

  • Demonstrates commitment to appropriate level of service.

  • Acts with a sense of urgency.

Interpersonal Skills:

  • Takes responsibility for own actions and decisions.

  • Manages own work.

  • Is responsible for own development and performance.

  • Works well in a team environment or independently.

  • Establishes and maintains effective relationships.

  • Mentors less experienced members of the staff.

Department Business Operations

Required Experience: 5-7 years of relevant experience

Required Travel: Up to 25%

Required Education: Bachelor's degree (4-year degree)

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at

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E-Verify Program

We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the US Recruiting Team toll-free at (844) 300-9193 This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

Hi, we’re HUB.

In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.

When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.

And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control.

About HUB International

Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit