Serena Bateman Email & Phone Number

Responsible for Arch Insurance North America's Underwriting Operations teams and driving world-class service operations in a global environment. Leadership of business line dedicated teams, focused on technical proficiency and customer engagement, along with our shared service teams, organized around functional centers for process expertise. Focused on building scalable operations, differentiated customer experience and leading engaged teams.

Greater Minneapolis-St. Paul Area

Leadership of a large shared-services organization that supports underwriting for multiple business units including Executive Assurance, Warranty & Lenders, Foreign/Defense Base Act(DBA), Property, National Accounts, Healthcare, and Professional. Direct a global team of 100+ across a diverse operations division providing Centralized Submission Intake, Underwriting Services and Operations Support, Statistical Reporting, Producer Administration and Compliance Support.Steer business-impacting programs to improve operations, speed of delivery, risk management, and quality through the adoption of data optimization/automation, process improvement, workstream analysis, and service-level performance analysis.Arch Insurance Group, a division of Arch Capital Group, is a leader in specialty insurance. Provider of property, casualty, and specialty insurance for corporations, professional firms, and financial institutions across the U.S. and Canada.

Greater Minneapolis-St. Paul Area

Doubled the Arch Advantage Services division, supporting compliance and submission intake centralized services. Directed a global team based in the U.S. and Philippines that supported thousands of transactions across all service lines.Drove a people, process, and tools mindset throughout the division with a heavy focus on scalable solutions to maintain significant increases in business demand. Supported a significant boost in submissions of over double between 2012 and 2020.

Greater Minneapolis-St. Paul Area

Built the framework to support a scalable, centralized support services and organic expansion alongside business teams. Established new operational teams to enhance service and adopted improved processes and tools to continue outpacing KPIs.

Accountable for leading service and operations for Property & Casualty, overseeing a team leading Commercial Lines, Claims, Management Liability, Small Business, and Personal Lines, reporting directly to the COO.Directed management of service areas and claims in addition to supporting a portfolio of business with major accounts. Executed strategic programs and marketing to drive business visibility, account value, and revenue growth.VP, Property & Casualty Service Manager from 2008 – 2012Commercial Lines Service Manager - 2006-2008Property & Casualty Marketing Specialist – 2000 – 2006​USI is one of the largest insurance brokerage and consulting firms in the world, providing property & casualty, employee benefits, personal risk, programs & retirement solutions to large risk management clients, middle market companies, smaller firms, and individuals. USI acquired Associated Benefits & Risk Consulting in 2020.