Mastering the Art of Efficient Underwriting: The Importance of Process Management for Stable Value Products

Introduction

Introduction

In the competitive world of insurance and financial services, the role of a Director of Underwriting, specifically within the Stable Value General Account and Inforce Product Management & Operations, is pivotal to maintaining the delicate balance between risk assessment, customer satisfaction, and profitable growth. Central to achieving excellence in this arena is the discipline of Process Management – a framework that ensures operational processes are not only efficient but also strategically aligned with the organization’s goals.

Process Management, at its core, is the art and science of overseeing the countless interconnected activities that constitute the daily workflow of a Director of Underwriting. It involves the meticulous evaluation and optimization of procedures that govern the pricing of new business, the ongoing management of inforce products, and the accurate reporting on Stable Value business performance. Systematically managing these processes enables the Director to deliver on commitments such as managing an Inforce General Account business worth billions, ensuring the success of hundreds of stable value contracts, and overseeing a vast array of separate accounts.

By effectively integrating Process Management principles into the daily work of underwriting, a Director is better equipped to steer their teams toward operational excellence. This discipline involves fostering a culture of continuous improvement, leveraging data for decision-making, and instituting robust monitoring mechanisms to guarantee that every step, from the crafting of insurance products to client relations and the fulfillment of regulatory requirements, contributes positively toward the company’s strategic objectives.

Success in this role goes beyond merely executing tasks; it requires the Director to lead by example, implement best practices, and constantly innovate process management techniques to stay ahead in a dynamic market. In looking after assets worth tens of billions of dollars and managing a team dedicated to pricing and product management, the Director’s commitment to Process Management assures not only the health and stability of the portfolio but also the company's reputation as a trustworthy and efficient provider of stable value products.

KanBo: When, Why and Where to deploy as a Process Management tool

What is KanBo?

KanBo is a digital platform that serves as a comprehensive process management tool, designed to facilitate real-time visualization, efficient task management, and seamless team collaboration. It structures work into Workspaces, Folders, Spaces, and Cards, allowing for organization, tracking, and management of various processes and projects.

Why use KanBo?

Adopting KanBo as a process management solution in the context of an underwriting department brings a multitude of benefits including enhanced transparency, streamlined workflows, improved compliance tracking, and better resource allocation. It offers a centralized system for monitoring underwriting tasks, documents, and communication, contributing to decision-making accuracy and operational efficiency.

When to use KanBo?

KanBo should be utilized whenever there's a need to manage complex underwriting processes from initial risk assessment to policy issuance. It's particularly beneficial during phases where multiple stakeholders are involved, such as risk evaluation, document verification, and approval processes. Its use is also crucial when tracking the progress of work, identifying bottlenecks, and ensuring milestones are met on time.

Where to use KanBo?

KanBo can be used within the underwriting department's internal network, whether on-premises or as a cloud-based solution. It provides a secure and compliant environment for managing sensitive data and supports hybrid operations across various geographic locations and teams. The tool's accessibility through integration with existing Microsoft ecosystems makes it suitable for diverse operational setups.

Why should a Director - Underwriting use KanBo as a Process Management tool?

For a Director of Underwriting, KanBo offers a strategic advantage by allowing them to have an overhead view of all underwriting processes, manage risks prudently, and streamline communication channels. It facilitates efficient allocation of underwriting tasks, ensures policy adherence, and contributes to an improved turnaround time for policy processing. With KanBo, directors can drive productivity, enforce standards, and stay informed of process statuses, which are critical for maintaining a competitive edge and ensuring customer satisfaction in a fast-paced insurance market.

How to work with KanBo as a Process Management tool

Step 1: Define and Map Underwriting Processes

_Purpose:_ Establish a clear understanding of the current underwriting process from initial customer interaction to policy issuance.

_Why:_ Understanding the workflow allows for identification of inefficiencies and alignment with strategic goals, ensuring the process is both efficient and compliant with industry regulations.

Step 2: Create a KanBo Workspace for Underwriting

_Purpose:_ Centralize all underwriting activities in one dedicated area for better coordination and management.

_Why:_ A designated workspace in KanBo drives focus and allows underwriters to keep track of all tasks and documentation in a single, secure environment.

Step 3: Set Up a Standardized Workflow in Spaces

_Purpose:_ Implement a structured flow for cases moving through the underwriting process that reflects the stages each policy application must go through.

_Why:_ Standardized workflows ensure consistency in processing applications, which contributes to the accuracy and speed of the underwriting process, leading to improved customer satisfaction.

Step 4: Use Cards for Individual Applications

_Purpose:_ Each application is represented by a card that moves through the defined stages of the underwriting process.

_Why:_ Cards offer a visual representation of the workload and progress for individual applications. Tracking status changes provides transparency and allows underwriters to quickly address bottlenecks.

Step 5: Utilize Card Relations to Manage Dependencies

_Purpose:_ Establish relationships between cards when there are sequential or conditional dependencies between various underwriting tasks.

_Why:_ Understanding card dependencies ensures that tasks are completed in the correct order and staff are aware of prerequisite tasks that need completion before others can proceed.

Step 6: Monitor Card Activity Stream

_Purpose:_ Track the ongoing updates and changes in each underwriting case.

_Why:_ The activity stream provides an audit trail of actions taken on a card, maintaining accountability and offering real-time status updates to all team members.

Step 7: Implement Card Blockers to Identify Issues

_Purpose:_ Highlight and categorize obstacles that prevent progression in underwriting tasks.

_Why:_ Card blockers offer a way to flag issues promptly, fostering quick resolution and minimizing delays in the underwriting process.

Step 8: Use Card Statistics for Process Improvement

_Purpose:_ Analyze the time taken for tasks, discover trends and patterns, and identify areas for optimization.

_Why:_ Applying data-driven insights enables continuous improvement in the underwriting process, targeting areas that most impact cost efficiency and service delivery.

Step 9: Set Dates and Milestones in Cards

_Purpose:_ Enforce strict timelines for each step of the underwriting process to ensure timely completion.

_Why:_ Deadlines encourage discipline in the process, helping to meet customer expectations and regulatory requirements in a timely manner.

Step 10: Conduct Regular Reviews with Forecast Chart View

_Purpose:_ Use visual tools like Forecast Charts to predict future workload and adjust resources accordingly.

_Why:_ Forecasting aids in managing team capacity, planning for high-volume periods, and ensuring that underwriting processes can scale effectively with demand.

Step 11: Optimize with Gantt Chart View

_Purpose:_ Visualize timelines for individual policies and overarching process workflows.

_Why:_ Gantt charts offer a clear view of concurrent processes, dependencies, and timelines, which supports better planning and coordination among teams involved in underwriting.

Step 12: Engage in Continuous Process Refinement

_Purpose:_ Use insights from KanBo to refine and adjust underwriting processes regularly.

_Why:_ Continuous refinement ensures that the underwriting department is agile and can quickly adapt to changes in the business environment, regulatory landscape, or customer needs.

Step 13: Training and Knowledge Sharing

_Purpose:_ Train underwriting staff on the features and best practices of using KanBo.

_Why:_ Staff proficiency with KanBo tools ensures that they can effectively manage their workflows and contribute to the optimization of underwriting processes.

By incorporating KanBo into underwriting process management, a Director - Underwriting can streamline operations, enhance productivity, and drive consistent, high-quality outcomes, ultimately positioning the business for sustained success in a competitive market.

Glossary and terms

Here is a glossary of key terms related to process management and specifically, KanBo, which can be used in a general business context:

Process Management: The ongoing act of aligning business processes with the organization's strategic goals through analysis, design, execution, monitoring, and improvement to enhance efficiency and effectiveness.

Workspace: A virtual area in a process management tool where spaces related to a specific project, team, or topic are organized into one navigable place.

Space: A component within a workspace that is a collection of cards, representing a project or specific area of focus where tasks are managed and progress is tracked.

Card: The most basic unit in a task management system, representing a task or item to be managed. It contains details such as deadlines, files, and comments.

Card Status: The current stage or phase of a card within a workflow, showing its progress (e.g., To Do, In Progress, Completed).

Card Activity Stream: A real-time chronology of all actions taken on a card, providing stakeholders with a transparent view of each task's progression.

Card Blocker: An issue or obstacle that hinders the progress of a task. It explicitly blocks the card until the issue is resolved.

Card Grouping: An organizational feature that enables sorting and categorizing cards based on set criteria such as status, deadline, or assignee.

Card Issue: A specific problem associated with a card that requires attention, often highlighted by color-coding to indicate the type of issue (e.g., time conflict or blocker).

Card Relation: A dependency link between cards that illustrates their relationship, helping to break down projects into manageable parts and establishing an order of execution.

Card Statistics: Analytical insights provided through visual representations, summarizing a card's history and performance metrics.

Dates in Cards: Key dates associated with a card, including start dates, due dates, and reminders, which mark significant points in a task's timeline.

Completion Date: The date on which a card's status is marked as Completed, often displayed on the card itself.

Default Parent Card: The primary card that a set of child cards are linked to in a project. It represents the main task to which subtasks are connected.

Forecast Chart View: A space view providing a visual forecast of project deadlines and progress based on past data and current trends.

Gantt Chart View: A graphical representation of time-dependent tasks, arrayed over a timeline to aid in planning and tracking project milestones.

Grouping: An organizational feature where cards are sorted into meaningful categories within a space, according to criteria like status or due date.

List: A method of categorizing cards within a space, where each card can be assigned to a single list to maintain organized workflows.

These terms represent the language of process and task management as it relates to improving business efficiency and managing ongoing work. By understanding and utilizing these concepts, businesses can enhance their day-to-day operations and strategic planning.