Job Title:        Team Leader 

Department:  Operations

Location:        Oak Ridge, TN office

About Acrisure

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. 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 Team Leader – Processing Department plays a pivotal role in coordinating and overseeing day-to-day operations of the processing team, ensuring accurate, timely, and compliant policy servicing. This leader supports training, productivity tracking, and workflow efficiency while acting as a communication bridge between processing staff, underwriting partners, agency clients, and leadership.

Responsibilities:

• Provide daily guidance and support to team members handling new business entry, endorsements, policy issuance, and cancellations.

• Monitor individual and team productivity to meet turnaround expectations and service level agreements.

• Assist in onboarding and training new hires and support ongoing development of existing staff.

• Collaborate with all departments and compliance to ensure consistent, accurate work aligned with carrier and regulatory expectations.

• Troubleshoot workflow issues and act as an escalation point for questions or concerns from staff or agency partners.

• Oversee and resolve escalated or complex account issues that require higher-level review and decision-making.

• Analyze recurring challenges within workflows and recommend process or training adjustments to reduce future escalations.

• Evaluate training gaps across the team and adjust coaching and documentation strategies to improve consistency and accuracy.

• Support cross-departmental initiatives by sharing expertise and contributing to enhanced service delivery and operational alignment.

• Maintain documentation for SOPs and assist with implementing process improvements and automation tools.

• Participate in performance evaluations by offering coaching, feedback, and progress reviews.

• Communicate daily updates, priorities, and changes to the team and leadership.

Requirements:

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Excellent verbal and written communication skills.

• Demonstrated ability to lead and motivate others while maintaining professionalism and accuracy.

• Skilled in identifying workflow gaps and recommending process or training improvements across departments.

• Experience collaborating across teams to resolve issues and improve operational efficiency.

• Proficient in Microsoft Office Suite, particularly Excel and Outlook. Experience with policy management systems (IMS, ImageRight, Applied, etc.) preferred.

• Ability to evaluate team performance trends and adjust training or coaching methods accordingly.

Education/Experience:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.

• 3+ years of insurance industry experience, with at least 1 year in a leadership, team lead, or senior processing role.

• Familiarity with Personal or Commercial Lines processing workflows.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer.

Benefits & Perks:

• Competitive Compensation

• Industry Leading Healthcare

• Savings and Investments

• Charitable Giving Programs    

• Offering hybrid work option     

• Opportunities for Growth

• Parental Leave

• Generous time away