PL Region Operations Leader

Customer Service
Ohio Farmers Insurance Co
2100008Y Requisition #



You will be challenged. Rewarded. And valued for your unique experience, background and perspective. Join a team where hard work pays off and original thinking is celebrated. As you build your future at Westfield, you will quickly learn that protecting our customer’s future is at the heart of what we do. We deliver on our promise to help restore lives and rebuild businesses when the unexpected happens. Building relationships has been a part of our culture since 1848. Be a part of a team that recognizes and appreciates those who take initiative, seek opportunity and strive for innovation in a changing world.


Personal Lines Region Operations Leader Job Summary

Location: Westfield Center, OH OFIC (Hybrid work environment split time in office and working remote)

Salary Range:  $74,189 - $96,445


The Personal Lines Region Operations Leader is responsible for the daily operations of underwriting, agency support and customer services.  The role is accountable for managing human capital, workflow tools and system resources that support the underwriting operation between Personal Lines Services and Personal Lines Underwriting.  The position develops and maintains underwriting and agency support processes across Personal Lines.  This position drives and advocates for the creation of measurable advancements in our business capability through process improvement, development and improvement of tools while driving and/or providing subject matter expertise for business requirement processes and system improvements.  The Personal Lines Region Operations Leader is dedicated to providing effective leadership, underwriting acumen, technical expertise, analytical insight, problem resolution, process improvement, and agency services.


Essential Functions (primary functions and/or reasons the job exists in order of importance)


  1. Leads operational employees who are responsible for underwriting related processing, agency support services, and customer services. This includes leading personal lines processing, and call and premium generating centers that support department goals and business partners.
  2. Manages and provides functional/technical support for the underwriting workflow tools and resources utilized by the Personal Lines departments, including underwriting and services.
  3. Leads or serves as a consultant with internal customers to develop new processes (e.g. business, endorsement, renewal) or refine existing business processes.  May help to develop communication materials, define and develop best practice procedures and standards, document training materials, and assist in the initial training effort.
  4. Participates in IT initiatives to identify and approve business requirements.
  5. Performs human capital management responsibilities including employee selection, performance management, coaching and development, employee-related issues, employee morale and work environment.  Establishes priorities, manages workload distribution, and removes barriers that impede progress.  Completes all personnel, salary administration, and reporting duties.  Performs operational responsibilities that drive team performance including planning, execution, process improvement and best-practice sharing.
  6. Performs financial management responsibilities including budgeting and expense management.
  7. Coordinates the testing of tools, programs, and resources that enable efficient and effective improvements in business capabilities.
  8. Executes procedures and standards for individual tools and resources that support compliance with state requirements, reinsurance strategies and transfer book premium generation.  
  9. Creates and maintains databases/data sources, which support underwriting acumen, tools and resources.
  10. Serves as a technical liaison for Personal Lines processes and procedures for Underwriting, Product and IT.
  11. Serves as a resource on various Underwriting, Actuarial, Product and IT initiatives for Personal Lines.
  12. Responsible for the Personal Lines department’s Business Continuity and Disaster Recovery planning efforts.
  13. Travels as needed in order to perform other essential functions.



Desired Qualifications/Experience/Certification/Education (in order of importance)


  1. 4 or more years of direct or indirect leadership experience, effectively leading projects, groups or processes.
  2. 4 or more years of experience in operations, underwriting, data analysis or information systems.
  3. Working knowledge of Microsoft Office Suite 2010, including a demonstrated proficiency in Excel.
  4. Strong verbal, written, and interpersonal communication skills, resulting in the ability to interact with all levels within the organization and with customers.
  5. Strong customer service, organization and analytical skills.
  6. Working knowledge of data analysis, database concepts and report generation tools that can assist with operational leadership.
  7. Knowledge of property and casualty insurance operations related to processing and agency services.
  8. Demonstrates abilities both as a strategic and as a tactical thinker and perceives the impact and implications of decisions on other areas of the organization.
  9. Working knowledge of customer relationship management (CRM) tools.
  10. Bachelor’s Degree from an accredited college/university or commensurate experience.
  11. Valid driver’s license and an acceptable driving record that conforms to company standards.



Physical Requirements (specific to the role) 


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

  • Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing, and working on a computer for extended periods of time).
  • Ability to communicate effectively in a collaborative work environment utilizing various technologies such as:  telephone, computer, web, voice, teleconferencing, e-mail, etc.
  • Ability to travel as required.
  • Ability to operate an automobile within the parameters of the driving policy.


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.




We are an equal opportunity employer/minority/female/disability/protected veteran.



Applications for positions posted on Westfield Careers must be filed on-line through the Westfield Careers portal.  If you are a disabled person who requires a reasonable accommodation to complete an online application, please contact HR Assist by email at

We are an equal opportunity employer/minority/female/disability/protected veteran.

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