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 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.
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 Acrisure 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
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Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant.
To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure’s Human Resources Talent Department.