Acrisure is a Fintech leader empowering businesses and consumers with unmatched financial solutions. The Company is headquartered in Grand Rapids, Michigan, and employs over 15,000 colleagues in 21 countries. It is distinguished by its dynamic culture, fast-paced environment and determination to drive innovation at all levels of the business. Under the leadership of Co-founder, Chairman and CEO Greg Williams, Acrisure has grown from $38 million to more than $4 billion in revenue in just under ten years.   

Acrisure connects clients to financial solutions through the best of humans and an AI platform. Acrisure’s products include Insurance, Reinsurance, Cyber Services, Mortgage Origination and more to over 1.3 million clients worldwide.  

Additionally, Acrisure is committed to social issues such as children’s health and DEI in financial services. Acrisure formed Evolution Advisors, a joint venture focused on providing access to financial services to minority-owned enterprises. 

About The Role 

This role will provide the leadership and management necessary to ensure that the organization has the proper operational controls, procedures and people in place to effectively grow their department and ensure operating efficiency. Is responsible for driving the coordination of the workflow/troubleshooting, work procedures, auditing and review of customer service delivery.  Lead local WI agency office(s) to ensure smooth day-to-day agency operations. 

Client Experience 

• Ensures service deliverables are accurate, timely and provides value to the clients through insights, innovation and sharing of best practices 

• Manages the NPS Process for the department 

• Creates client retention strategies to support the overall client experience strategy, and implements those strategies resulting in high levels of client retention 

• Assists with the carrier/market relations such as carrier functions and planning 

Operations Management  

• Oversees departmental budgets and ensures they are upheld 

• Supports and maintains a quality/process improvement mindset within the organization 

• Ensures that compliance management is upheld for all processes and procedures 

• Works closely with Resource Pro to maintain the relationship and to promote its use and efficiency within the teams  

• Implements measurement tracking and reporting methodologies to evaluate adequacy of service delivery levels 

Employee Inspiration and Accountability 

• Works to achieve consistency through workflows, defined processes, brand awareness, HNI's deliverables, and staffing model. 

• Coaches and develops Team Leads in execution of the vision of the department. 

• Develops and motivates team members through:  

• Constructive and Timely feedback 

• Rewards and discipline in a respectful and productive manner 

• Complaints addressed and problems resolved timely 

• Providing appropriate instruction and guidance 

Professionalism and Integrity 

• Maintains strict confidentiality and upholds applicable laws at all times 

• Develops and maintains positive working relationships with team members and customers 

• Corresponds with clients, prospects and company representatives in a professional manner 

• Performs work activities in an accurate manner and with the proper sense of urgency 

• Creates a team environment that promotes professionalism and encourages others to excel 

• Proactively works toward achieving agency and team goals. 

• Maintains a positive attitude and shows enthusiasm toward job accountabilities and objectives 

• Encourages and supports others to do their best for HNI and its customers 

• Works as a member of the Operations team to proactively utilize the resources available   

Development 

• Keeps ahead of trends and new developments to enhance professional knowledge and competence 

• Proactively seeks knowledge of industry trends and uses the resources/tools available 

• Pursues knowledge of personal strengths and the strengths of teammates in order to be more productive and leverage the time and talents of others 

• Pursues continued development both professionally and emotionally within the work environment 

• Acts as a catalyst for change within the company to ensure positive procedures and systems within the service teams and positive results for our clients 

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

 Requirements: 

• Technical insurance knowledge preferred  

• Current Insurance License (Property & Casualty) Preferred 

• Strong organizational and time management skills, along with a demonstrated attention to detail 

• Superior skills in operational excellence 

• Professional verbal and written communication skills 

• Ability to establish credibility and develop strong relationships with internal stakeholders through ethics, integrity, professionalism, and mutual respect 

• Ability to make appropriate and timely key business decisions 

• Effective change management, time management, and follow-up skills 

• Proficient computer skills with agency management software systems 

Education/Experience: 

• Bachelor's Degree in Business or related field of study or equivalent combination of education and experience required 

• 8 years within an agency and/or carrier setting, with 3-4 of those years in a leadership role   

Benefits & Perks: 

• Competitive Compensation  

• Industry-Leading Healthcare 

• Savings and Investments 

• Charitable Giving Programs  

• Offering hybrid work option  

• Opportunities for Growth 

• Educational Resources 

• Generous time away