Head of Agency Services

Overview

The Head of Agency Services is responsible for managing AmTrust’s agency lifecycle operations, including agency onboarding, appointment, due diligence, compliance, and ongoing servicing. This role ensures that all agency partners meet regulatory, financial, and operational requirements while enabling a seamless, scalable, and efficient experience across the distribution network. The role will oversee day-to-day operational performance, support risk and compliance efforts, and partner across teams to improve processes and enhance the ease of doing business with AmTrust.

Responsibilities

• Establish standardized onboarding procedures to ensure speed, consistency, and compliance
• Oversee the end-to-end agency appointment process, including contracting, licensing verification, and system setup for all agents that work with our Small Commercial, Specialty Program, E&S, AIID/URU, Surety, Cyber, AmTrust Exec and Specialty Risk Divisions.

• Partner with Distribution and Sales to support timely onboarding of new agency partners
• Review and provide recommendations or resolution for onboarding agents that may not meet AmTrust standards.
• Manage agency due diligence processes including financial reviews, background checks, compliance validation, and regulatory adherence
• Partner with Legal, Compliance, and Risk to mitigate exposure and ensure adherence to all requirements
• Ensure compliance with state regulations, company standards, internal underwriting guidelines, and corporate risk policies
• Establish and maintain policies, controls, and documentation standards for agency management processes
• Review and approve all E&O policies and sub-producer agreements for Program, AIID and select Specialty Risk divisions.
• Oversee periodic reviews and re-certification of appointed agencies
• Manage ongoing agency servicing operations including credentialing, maintenance of records, and contract updates
• Ensure accuracy and integrity of agency data across systems
• Oversee commission setup, hierarchy management, and appointment changes
• Drive operational efficiency across agency support functions
• Lead digital transformation initiatives, including automation and workflow tools to reduce manual touchpoints
• Develop and enhance reporting capabilities to provide visibility into onboarding timelines, risks, and operational metrics
• Support sales leadership with insights into onboarding pipeline and agency readiness
• Work closely with Distribution, Underwriting, Finance, Compliance, and IT team.
• Ensure alignment between agency operations and broader organizational goals
• Establish clear performance metrics and development pathways

Qualifications

• 8+ years of experience in property & casualty insurance, preferably within agency operations, distribution support, compliance, or underwriting operations
• Proven experience managing agency onboarding, appointment, licensing, or producer management processes
• Demonstrated success overseeing operational teams and improving service delivery in a regulated environment
• Experience working with agency distribution models, including independent agents and brokers
• Strong understanding of due diligence, risk assessment, and governance frameworks
• Familiarity with producer licensing platforms (e.g., NIPR, Sircon) preferred
• Proven ability to work cross-functionally with senior stakeholders
• Strong organizational and execution skills with the ability to manage multiple priorities
• Effective cross-functional collaborator with the ability to work across Distribution, Compliance, Legal, Finance, and IT
• Solid analytical and problem-solving capabilities, with attention to detail
• Strong communication skills, with the ability to provide clear updates and recommendations to leadership

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

 

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

 

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

 

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.