José A. Arroyo

How A Puerto Rico Brokerage Built A Repeatable Commercial Operating Model

Author

José A. Arroyo

Sinfonica Strategies partnered with a Puerto Rico insurance brokerage to stabilize its Commercial department through clearer role ownership, standardized renewal workflows, and a pilot plan that protects service quality as the team scales.

At a Glance

Client: Puerto Rico office of a global insurance brokerage (name withheld)

Services Involved: Organizational Design & Governance, Operational Efficiency & Process Improvement, Profitability & Financial Strategy Consulting

Delivered: role clarity, standardized service workflows, a shared SharePoint workspace, a capacity dashboard, and a pilot plan for scaled execution

The Challenge

The Commercial department carried high service expectations, but the operating model did not make the work easy to repeat at speed.

Work became reactive, with “everyone doing everything.”
Documents, emails, and client materials varied by person, which slowed reviews and created rework.
The team had limited time for account analysis, pipeline support, and growth priorities.

Open-plan office with people at desks, working on computers. Some are blurred as they move around.

1. Governance that creates decisions

We established a rhythm of meetings and follow-through that aligned stakeholders and clarified ownership.

What we put in place

Biweekly operational alignment with key stakeholders
Biweekly administrative cadence with senior leadership and Facilities leadership
Clear agendas, action tracking, and owners

2. Vendor evaluation that is repeatable

We designed an end-to-end RFP and proposal evaluation process so decisions had consistent criteria.

What we delivered

Evaluation workflow
Scoring forms and review tools
Scope of services informed by observation and interviews
Vendor outreach and meetings to confirm participation requirements

3. Visibility leadership can use

We created a shared tracking space for projects, special repairs, and status updates.

What changed
Leadership could see what was moving, what was stuck, and what decisions were needed.

4. A CMMS plan built for adoption (Fix)

We built a phased rollout plan so the team could implement without disrupting operations.

Phases

Planning (requirements, data readiness, approvals)
Data preparation and migration
Preventive maintenance setup and configuration
Training and pilot
Deployment and onboarding

The solution

We focused on four moves leaders could run and teams could sustain.

The Solution

We executed four moves to make the Commercial operation easier to run, easier to train, and easier to scale.

1. Role-Based Work Design

The first step was to map the real flow of work and assign ownership by role, so handoffs became clearer.

What We Delivered

Role-based task analysis and assignment for the Commercial team
A defined task list for the Producer role

3. Shared Digital Workspace And Enablement

The team needed one source of truth for files, templates, and working drafts so the pilot could run cleanly.

What We Delivered

A common SharePoint workspace for the pilot team
Practical training for storage, version control, and shared usage

4. Capacity Visibility And A Pilot Rollout Plan

Leaders needed a clear view of workload and capacity to protect service levels and make staffing decisions sooner.

What We Delivered

A dashboard showing account volume, account size, and capacity by resource
A pilot plan proposal to validate the new operating flow without disrupting service

2.Standard Work And Documentation

Renewals and daily service requests needed consistent inputs and consistent outputs, not custom work each time.

What We Delivered

Standard templates for emails, presentations, and renewal communication
Standardized workflows for key requests and service actions

The Impact

The engagement moved the Commercial operation from urgent-first execution to a clearer delivery rhythm.

Project wins

Clearer role boundaries and task ownership across the Commercial team
Standardized processes for renewals, certificates, vouchers, and endorsements
A shared workspace that supports collaboration and reuse of best work
Capacity visibility that supports staffing, prioritization, and service-level decisions

What this enabled next

More reliable execution against short-, mid-, and long-term economic goals

A repeatable path to scale improvements across other departments through controlled rollout

More operating bandwidth to support new products and service development

Next Steps

We defined the next actions to extend the model without losing discipline.

Improve understanding and adoption of the EPIC tool in line with the Commercial operating model.

Build a playbook for the New Products/Services pillar.

Prepare a full rollout proposal based on pilot learning.

Get In Touch

If your Commercial team is carrying the load but the system around them is not keeping up, let’s talk. At Sinfonica Strategies, we can help you build a repeatable operating model that protects service quality as you scale.

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