Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Orchid Insurance, an Arrowhead Intermediaries company, is seeking an Operations Team Lead to join our team in Miami, FL.

The Operations Team Lead is responsible for overseeing the day‑to‑day activities of the Miami Operations team while actively participating in core operational processes. This role ensures high‑quality service delivery, operational accuracy, and timely workflow execution across all delegated tasks. The Team Lead will supervise two Operations teammates, provide coaching and development, and serve as the primary liaison with the London credit control team for query resolution and performance review.

This position plays a key role in centralizing and expanding operational responsibilities within the Miami Operations function, enabling underwriting personnel to focus on underwriting excellence. By building out the operational capabilities of the team, this role contributes to a more resilient and scalable operating model across the business.

How You Will Contribute:

Operational Administration & Processing

• Creation of Daybooks/Reference generation in Charisma.

• Manage declinatures, including emailing the broker and sending correspondence to the policy declines mailbox for filing and Charisma updates.

• Obtain updated status from the Underwriter and email correspondence to the NTU mailbox for the updating of Charisma and filing.

• Populate pricing models upon request.

• Send relevant documents to the attaching document mailbox for filing in Charisma (submission, quote, FON etc.)

• Stamping of slips/endorsements and reviewing clauses.

• Attaching slips and updating the status from WIP to written.

• Premium calculation spreadsheet completion.

• Creation/quality checking of APE spreadsheets and triggering the APE workflow in Charisma.

• Query investigation/responding within 5 days to Chaucer’s third-party provider.

• CRM monitoring via analytics.

• Certificate creation.

• Conduct sanction screening, obtain relevant documentation, and attach to the pre-screen folder.

Credit Control Support

• Service as the primary point of contact for resolving queries from the London credit control team.

• Participate in monthly meetings with the London credit control team to review Miami performance and resolve any concerns related to credit control matters.

Team Leadership & Management

• Lead the Miami Chaucer Operations team in all aspects of service, quality, and production.

• Oversee the day-to-day management and performance of two Operations teammates, while also actively participating in operational tasks.

• Provide guidance, mentorship, training, and development to support teammates in achieving their professional goals.

• Foster a collaborative, supportive, and growth-oriented team environment.

• Support the expansion and centralization of operational responsibilities within the Miami operations team to enhance efficiency and allow underwriting teams to focus on core underwriting activities.

• Contribute to operational resilience by helping build a strong, capable operations function that can support long‑term team continuity and scalability.

Skills & Experience to Be Successful:

Required Skills and Abilities:

• Minimum 3 years of experience in business operations, underwriting support, or administrative support related function.

• Strong understanding of insurance documentation, workflows, and operational processes.

• Demonstrated ability to lead, coach, and develop teammates.

• Excellent organizational skills with the ability to manage multiple priorities and deadlines.

• High attention to detail and commitment to accuracy.

• Strong written and verbal communication skills.

• Ability to build effective working relationships across teams and locations.

• Proficient in Microsoft Word and Excel (intermediate level)

• Professional outlook

• Work as part of a team

• Self-motivated

Preferred Skills and Abilities:

• Bachelor’s degree

• Prior experience in a supervisory or team lead role.

• Knowledge of the Latin American and Caribbean market.

• Familiarity with underwriting workflows, pricing models, and insurance documentation standards.

• Exposure to operational improvement initiatives or process optimization.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself  

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.