Pipeline & Performance Operations Manager – Insurance Facilities and Portfolio Strategies

Role Overview

This role is responsible for the day-to-day management of the risk pipeline for a designated set of insurance facilities and portfolios ensuring efficient submission handling accurate reporting and consistent performance tracking. The role focuses on operational control workflow coordination data accuracy and performance visibility across Lockton Retail placement and client service teams.

This is a hands-on role designed to maintain turnaround times keep pipeline discipline and ensure the facilities and strategies operate efficiently and predictably. It will require the successful candidate to develop strong personal relationships with Lockton Retail Associates and underwriting and distribution teams at insurers.

Key Responsibilities

1. Pipeline Operations & Workflow Management

• Maintain a live pipeline tracker with clear visibility on status aging and next actions.
• Escalate stalled or delayed cases to Lockton distribution and placement leadership.
• Ensure service level agreements (SLAs) for quoting and binding are met.
• Track and report on pipeline aging and bottlenecks.

2. Performance Tracking & Reporting

• Produce weekly pipeline reports including:
  • Open submissions
  • Quotes outstanding.
  • Bound accounts
  • Declines
  • Conversion ratios
  • Turnaround times

• Maintain premium tracking against monthly/quarterly objectives.
  Identify trends in win/loss outcomes.
  Support monthly performance packs for Lockton leadership and capacity providers.

3. Data & Systems Management

• Identify data gaps and implement process improvements.
• Support reporting automation initiatives.
• Assist with system enhancements and workflow improvements.

4. Broker & Underwriting Coordination

• Track insurer response times.
• Support follow-up processes to improve quote conversion.
• Assist in managing renewal pipelines and tracking retention rates.
• Ensure adherence to facility/portfolio performance guidelines and documentation standards.

5. Process Improvement

• Identify inefficiencies in submission intake triage or documentation.
• Standardize pipeline reporting templates.
• Improve visibility on workload capacity.
• Help implement structured pipeline review meetings.
• Support audit and compliance requirements related to delegated authority (if applicable).

5. Strategy Development

• Provide support for the development of new Facilities and Strategies as required by Lockton Retail Leadership.

Required Experience

• 37 years experience in client account management insurance operations or a facility/MGA environment.
• Experience managing submission pipelines or underwriting workflows.
• Strong Excel skills (pivot tables forecasting tracking models).
• Familiarity with CRM/PAS systems.
• Understanding of performance metrics.
• Strong organizational and coordination skills.

Key Competencies

• Detail-oriented and process-driven.
• Strong organizational and prioritization skills
• Data accuracy and reporting discipline
• Ability to manage multiple workflows simultaneously.
• Clear communicator
• Ability to build strong personal relationships with internal and external stakeholders.
• Proactive problem solver

Success Measures

• Improved submission turnaround time
• Clear real-time pipeline visibility
• Reduced backlog and aged submissions
• Accurate and timely reporting
• High data integrity across systems