By Shayne Caple
As insurers and MGAs progress through their digitalisation journeys, automation, AI, and data-driven decision-making are reshaping traditional workflows. Yet, despite the acceleration of technology adoption, the demand for skilled professionals remains high. There are areas of expertise that technology cannot replicate, and this is where the conversation around tactical resourcing must evolve beyond the outdated perception of “body shopping.”
In a market where agility is critical, tactical resourcing is not merely about filling short-term gaps. The ability to deploy onshore expertise with rapid scalability has become a strategic advantage. Insurance operations require professionals who can navigate multi-system environments, integrate seamlessly into existing processes, and apply their knowledge to drive efficiency. The value lies not just in placing skilled individuals but in bringing operational insight and best practices that optimise workflows while meeting immediate business needs.
MGAs, in particular, represent a fast-growing segment of the insurance market. Many MGAs are rapidly expanding start-ups looking to achieve multi-class, multi-territory scale. However, achieving this level of growth requires more than just market ambition; it necessitates robust technological implementation, regulatory oversight, and operational resilience. Similarly, established insurers often face surge periods or evolving regulatory and compliance demands that stretch internal resources or require specialist knowledge that may not exist in-house.
Beyond a Transactional Exercise
Tactical resourcing provides a flexible and effective solution to these challenges, ensuring that organisations can access the expertise they need when they need it.
Too often, tactical resourcing is viewed as a transactional exercise – hiring individuals on a temporary basis to plug resource shortages. However, this approach overlooks the broader benefits that a strategic resourcing partner can bring. When deployed effectively, tactical resources offer more than just capacity; they contribute to the refinement of processes, the integration of technology, and the overall resilience of an organisation. Pro Global’s experience in this space has shown that what may begin as a short-term requirement frequently evolves into a long-term partnership, where clients recognise the added value beyond the initial resourcing need.
The integration of technology within insurance operations is crucial, but digital transformation does not eliminate the need for human expertise. Specialist underwriters, claims professionals, and compliance experts remain indispensable, particularly in complex or nuanced areas of risk assessment and regulatory adherence. While automation can enhance efficiency, it is the combination of technology and human oversight that delivers the best outcomes. Tactical resourcing should therefore be seen as a bridge, enabling companies to maintain operational continuity while modernising their infrastructure.
Another overlooked aspect of strategic resourcing is the advisory overlay that accompanies it. Deploying skilled professionals into an organisation does not just address short-term workload pressures; it creates an opportunity to assess and improve processes from within. A fresh, independent perspective, backed by extensive market knowledge, can highlight inefficiencies, streamline workflows, and introduce best practices to upskill the in-house team and deliver long-term operational gains. This means that clients benefit not just from additional capacity but from insights that help future-proof their business.
Technology Enablement
Technology enablement is also a key factor. Tactical resourcing solutions should not only address current resource needs but also support the reduction of manual dependencies over time. This is where the right partner makes a difference—providing expertise that integrates with technology solutions and contributes to the evolution of operating models. In practice, this means leveraging automation where appropriate, enhancing data quality, and ensuring that skilled professionals are focused on high-value tasks rather than manual administrative work.
The insurance industry is not standing still and neither should its approach to resourcing. While traditional short-term solutions can address immediate needs, insurers and MGAs have the opportunity to build more resilient and efficient operations by leveraging scalable onshore expertise, multi-system agility, process optimisation, and technology enablement. By taking a more strategic approach to resourcing, businesses can solve tactical challenges and also unlock long-term efficiencies, flexibility and expertise that drive meaningful growth.
About the Author
Shayne Caple is the Head of Underwriting Services at Pro Global. With 27 years of London Market (re)insurance experience, Shayne Caple specialises in underwriting support, technical accounting, portfolio management, and outsourcing. A Prince 2 Practitioner, he leads a 350-strong team serving 40+ Lloyd’s and London Market clients, ensuring operational excellence and tailored solutions through expertise, engagement, and industry relationships.
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