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 twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible. 

Job Summary 

 Acrisure is seeking a Director, Finance Services & Automation Governance & Operational Excellence to join our growing team in Grand Rapids.  The Director, FSA Governance & Operational Excellence is a senior leadership role responsible for defining, governing, and operationalizing how work is prioritized, executed, and continuously improved across the Finance Systems & Automation (FSA) organization. This leader partners closely with Finance, IT, and enterprise stakeholders to ensure disciplined governance, strong operational performance, scalable Workday processes, and SOX compliant controls, supporting both current operations and IPO readiness. 

This role provides direct people leadership, develops high performing teams, and serves as the strategic owner for ServiceNow enabled work intake, Workday case management oversight, and operational excellence across FSA.  

Responsibilities 

Leadership & People Management 

Work In-Take Process & Platform Enablement 

• Provide strategic ownership for work in-take process design and administration supporting FSA ways of working 
• Partner with IT, FSA, and Finance stakeholders to continuously improve: Work intake forms and workflow design, automation and workflow efficiency opportunities, Agile 2.0 sprint planning, backlog prioritization, and execution models 
• Ensure development and maintenance of How To guides, playbooks, and internal documentation to enable scalable adoption and self service 
• Drive alignment between platform capabilities and business outcomes 

Governance & Demand Management 

• Own the governance model for enhancement requests, ensuring prioritization of the highest value work 
• Guide teams and stakeholders in articulating business value, expected outcomes, and initial LOE estimates 
• Facilitate governance forums and executive stakeholder discussions, including preparation of decision ready materials 
• Ensure transparency and consistency in decision making across the FSA portfolio 

Operational Incident Oversight & Performance Management 

• Provide executive oversight of operational incidents, case management, and service delivery 
• Establish and maintain dashboards, KPIs, and performance metrics to measure operational health and effectiveness 
• Lead monthly operational reviews with FSA leadership, highlighting performance trends, risks, and improvement opportunities 
• Serve as the Primary Workday Named Support Contact (NSC):  
• Oversee Workday Case Management processes 
• Ensure full utilization of the Workday Success Plan (Ask an Expert, training, certifications) 
• Develop FSA functional leaders and team members to own their end to end processes (e.g., Accounting Close, Journals, Supplier Invoice) 
• Drive elimination of recurring issues through root cause analysis and sustainable process improvements 

SOX, Risk Management & IPO Readiness 

• Provide leadership and oversight for SOX related activities within FSA 
• Segregation of Duties (SOD) analysis and risk mitigation 
• Production admin security oversight, including periodic access reviews 
• Change management standards, documentation, testing evidence, and production readiness 
• Partner with Internal Audit, IT, and Finance leadership to ensure compliance with control expectations 
• Support IPO readiness efforts, ensuring governance, controls, and documentation meet regulatory standards 

Requirements 

• Proven ability to influence senior leaders and drive cross-functional outcomes 
• Strong executive communication and storytelling skills 
• Ability to 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 deadlines 
• Demonstrate effective written and verbal communication, including the ability actively listen, and problem solve with minimal assistance 
• Demonstrates excellent time management and prioritization skills 
• Attention to detail and commitment to a high level of accuracy 
• Ability to multitask, prioritize, work independently, and use discretion surrounding sensitive information 
• Ability to maintain a professional demeanor and positive attitude 

Education and Experience 

• 7+ years of experience in finance operations, enterprise systems, governance, or operational excellence 
• 3+ years of people leadership experience, including coaching and performance management 
• Strong hands on experience with ServiceNow workflow/process administration 
• Direct experience working with Workday, including case management and vendor support models 
• Demonstrated experience operating in SOX controlled environments 
• ServiceNow and Workday work experience preferred 
• Experience supporting Finance Shared Services or Accounting operations preferred 
• Experience implementing governance models at scale preferred 
• Exposure to IPO preparation or major regulatory transformations preferred 

#LI-CH1