Director, Program Relationships


Reports To: President of Bishop Street Program Managers

Key Partners: Chief Operating Officer, Chief Risk Officer, Development Team Personnel and Bishop Street Program Managers companies and affiliates
Employment Type: Full-Time
Location: [Chicago / Hybrid / Remote]

About Bishop Street Underwriters

Bishop Street Underwriters (BSU) is a specialty insurance holding company with a portfolio of 10+ operating businesses (OpCos) operating across the United States, Canada, and the United Kingdom with 400+ employees. Since launching in 2023, BSU has grown through acquisition and de novo build-out into an $800M+ gross written premium platform.

 

Position Summary

The Director of Program Relationships is responsible for overseeing and executing operational management, relationships, communication, and day-to-day support for members associated with the MGA. This role serves as a primary point of contact for members, ensuring they receive timely support, understand available resources and programs, and remain engaged with the MGA.

The ideal candidate is highly organized, relationship-focused, proactive, and comfortable working across multiple departments and stakeholders. The Member Manager will help strengthen member retention, satisfaction, engagement, and overall program performance.

Key Responsibilities

Member Relationship Management

  • Serve as the primary point of contact for assigned MGA members
  • MGA system implementation/integration by driving business requirements through participation in planning, testing and training of technology rollouts
  • Member marketing and advertising communications
  • Develop and maintain strong, professional relationships with members
  • Respond promptly to members’ questions, requests, and concerns
  • Identify member needs and coordinate appropriate solutions
  • Conduct regular member check-ins and follow-ups
  • Maintain accurate member records and documentation

Member Onboarding & Engagement

  • Lead the onboarding process for new members
  • Direct and measure MGA programs regarding adherence to BSPM procedures, use of resources, and expectations of their OpCo
  • Develop and implement member engagement initiatives
  • Monitor member participation and identify opportunities to increase engagement
  • Oversee and execute delivery of member communications
  • Proactively seek and communicate feedback from OpCos to BSPM leadership

Operations & Administration

  • Key leader and decision maker on policy administrative systems and their implementation and execution
  • Coordinate with underwriting, claims, compliance, finance, and other internal teams to resolve member issues
  • Track open member requests and ensure timely resolution
  • Maintain accurate CRM and membership databases
  • Prepare member reports, activity summaries, and performance updates
  • Assist with developing and maintaining member resources, FAQs, and communications
  • Identify recurring issues and recommend process improvements

Problem Resolution

  • Act as an advocate for members while maintaining MGA policies and procedures
  • Investigate member concerns and coordinate resolutions with the appropriate internal teams
  • Escalate complex or sensitive issues to management when appropriate
  • Follow established compliance, documentation, and service standards
  • Engage BSU/BSPM capacity leadership concerning all program needs, requests and placements pertaining to carrier and reinsurance relationships

Qualifications

  • 10+ years of experience in member services, account management, customer success, insurance operations, or a related field
  • Insurance industry experience strongly preferred
  • Experience working with an MGA, carrier, agency, association, or insurance program is a plus
  • Strong relationship-management and communication skills
  • Excellent organizational and time-management abilities
  • Ability to manage multiple priorities and deadlines
  • Strong problem-solving and follow-through skills
  • Proficiency with Microsoft Office and CRM/member-management systems
  • Ability to communicate professionally with insurance agents, brokers, carriers, vendors, and internal stakeholders

Preferred Skills

  • Knowledge of commercial insurance and insurance distribution
  • Familiarity with underwriting, claims, policy administration, or agency operations
  • Experience managing a portfolio of members, accounts, or agencies
  • Strong presentation and meeting facilitation skills
  • Data reporting and analytical skills
  • Ability to identify trends and translate member feedback into actionable recommendations

Key Performance Indicators

Success in this role may be measured by:

  • Member satisfaction and retention
  • Timeliness of member issue resolution
  • Member engagement and participation
  • New-member onboarding completion
  • Response times and service-level performance
  • Accuracy of member records and reporting
  • Quality and frequency of member communication
  • Identification and implementation of process improvements

Equal Opportunity, Accommodation & Work Authorization

Bishop Street Underwriters is an equal opportunity employer and does not discriminate on the basis of any protected characteristic under applicable law. We are committed to providing reasonable accommodation to applicants and employees with disabilities throughout the recruitment and employment process; candidates who require accommodation should contact HR to make a request.