About Acrisure

A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more.

In the last eleven years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:

The Business Process Specialist (the Specialist) will assist leader(s) and teams in analyzing, designing, and improving organizational workflows to enhance efficiency and achieve strategic goals. This role involves pulling metric reporting and building KPI dashboards, workflows, and step-by-step guides to help identify process gaps and implement process improvements and ensure adoption. By collaborating with cross-functional teams and leveraging data insights, the Specialist drives continuous improvement and supports organizational growth. The Business Process Specialists is a member of the Operational Excellence team.

The Operational Excellence team is a high performing, adaptable, results oriented team to streamline processes, integrate automation, and support the evaluation and execution of project initiatives to ensure the areas we are focused on are providing the best, most efficient, and cost-effective service. The Operational Excellence team has an initial acute focus on the following 5 functions in North American Retail Insurance Accounting: Cash Application/Receivables, Invoicing, Producer/Broker Payables, Premium Payables, and Direct Bill.  This position is located in Grand Rapids, Michigan.

Responsibilities:

Process Analysis & Improvement:

• Responsible for assisting the teams to ensure they have the tools and resources to provide best-in-class services to Partners and Home Office leaders.
• Ensure processes have associated documentation, guides, and workflows, both for current and future implementation.
• Responsible for knowledge management and documentation organization, publication, and maintenance.
• Develop testing procedures and complete testing of processes to ensure processes work as designed.

Change Management/Documentation/Communication:

• Develop, communicate, and adhere to policies, best practices, and procedures relating to each area and Acrisure’ s policies and procedures.
• Manage & communicate change effectively by using SharePoint, email, information sessions, and other methods.
• Support project teams in integrating change management activities into their project plans and apply a structured methodology while leading change management activities.

Data Analysis & Quality Assurance:

• Identify and collect performance metrics and key performance indicators (KPIs) for departments through partnership with stakeholders, including customer satisfaction surveys.
• Support creation of reports and dashboards to monitor the effectiveness of process documentation and improvements.
• Provide data-driven recommendations for optimizing operations.

Training & Development:

• Partner with the Technical Training team to develop and deliver training programs to educate employees on new processes and best practices.
• Provide guidance and support to teams during process transitions.
• Assist with coaching subject matter experts at all levels on training preparation and delivery for technical training, as needed.

Other Responsibilities:

• One-team mindset: recognize and step up when help is needed.
• Meet or exceed deadlines for deliverables and takes responsibility for outcomes and results.
• Proactively seek new opportunities to operate with excellence.

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.

Requirements:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior, and effort to achieve goals and objectives.
• Maintain a sense of urgency and ability to work with and meet all service level commitments and deadlines.
• Demonstrate effective written and verbal communication, free of slang and grammatical errors, including the ability to influence, actively listen, and problem solve with minimal assistance.
• Demonstrate excellent time management and prioritization skills.
• Able to work independently, multi-task, and enjoy a high degree of interaction with team members, senior management, and all levels of organization using discretion surrounding sensitive information.
• Documentation & Workflow Design: Capable of developing comprehensive end user documentation and designing visual workflows for improved operational understanding and efficiency, specifically for Enterprise Applications.
• Microsoft Suite: Excel for data analysis, Word for sophisticated document creation, PowerPoint for engaging presentations, and Outlook for efficient email and calendar management.
• PowerBI: Experience in interacting with and developing PowerBI dashboards, preferred.
• SharePoint: Skilled in collaborative content management with a thorough understanding of permission levels and content moderation.
• Adobe Acrobat: Proficient in creating, editing, and signing PDF documents.
• Additional systems, including Monday.com and Applied Epic, preferred.
• Familiarity with project management principles.

Education/Experience:

• Bachelor’s Degree required and/or three (3) or more years of business experience in Insurance
• Experience in a corporate environment, insurance brokerage, or related industry preferred.
• Knowledge and familiarity with Lean, Six Sigma, Kaizen, and/or other process improvement methodologies preferred 

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership. 

Benefits & Perks:

• Competitive compensation
• Flexible vacation policy, paid holidays, and paid sick time
• Medical Insurance, Dental Insurance, and Vision Insurance (employee-paid)
• Company-paid Short-Term and Long-Term Disability Insurance
• Company-paid Group Life insurance
• Company-paid Employee Assistance Program (EAP) and Calm App subscription
• Employee-paid Pet Insurance and optional supplemental insurance coverage
• Vested 401(k) with company match and financial wellness programs
• Flexible Spending Account (FSA), Health Savings Account (HSA) and commuter benefits options
• Paid maternity leave, paid paternity leave, and fertility benefits
• Career growth and learning opportunities
• …and so much more!