Job Summary:

The Manager, Operations contributes to the overall health and success of the organization by executing operational strategies and strengthening processes and procedures that drive service excellence, business performance, and exceptional client and colleague experiences. This role serves as a champion of Acrisure’s performance culture, operational excellence, and client-focused values.

The Manager, Operations plays a critical role in executing operational strategies and process improvements that enhance client retention, team effectiveness, operational efficiency, and overall business growth. This role is responsible for implementing policies, leading a team, and ensuring operational excellence across all functional areas.

Responsibilities:

• Client Retention and Growth: Prepare and equip team members to deliver proactive, personalized, and consistent client experiences. Gather client feedback and insights to identify opportunities for service improvement and business growth. Provide escalation support for complex client situations requiring timely resolution. Participate in cross-functional initiatives that support client retention, revenue growth, and expanded service offerings.

• Culture and Talent: Model and promote a client-centric culture that values leadership at all levels, accountability, collaboration, and continuous improvement. Recruit, develop, coach, and engage team members. Identify capability and capacity gaps and partner with internal stakeholders to develop solutions. Foster a workplace where employees feel valued, respected, and empowered to grow professionally.

• Performance Monitoring: Monitor and analyze key performance indicators (KPIs) to assess performance against objectives and implement corrective actions when needed. Evaluate team effectiveness, anticipate operational challenges, and proactively address obstacles to success. Encourage self-reflection, accountability, and continuous improvement while supporting performance and incentive programs.

• Risk Management: Ensure compliance with applicable regulations, company policies, and operational best practices. Identify and mitigate risks through proactive planning, sound decision-making, and process discipline. Support the standardization of policies and procedures to promote operational consistency and reduce organizational risk.

• Business Growth and Market Awareness: Stay informed on industry trends, market dynamics, customer expectations, and competitive developments. Identify opportunities to enhance service delivery, improve client outcomes, and support business growth initiatives.

• Operational Excellence: Implement operational strategies and initiatives established by organizational leadership to drive efficiency, scalability, and service quality. Oversee workflow improvements, process optimization efforts, and standard operating procedures. Continuously evaluate and refine processes to align with business objectives and evolving client needs.

• Process Improvement and Technology Enablement: Support process optimization, automation, and technology adoption initiatives that improve operational effectiveness and scalability. Promote utilization of tools, systems, and innovative solutions to drive consistency, efficiency, and performance.

• Cross-Functional Collaboration: Partner with operational, growth, placement, and functional leaders to ensure alignment on business priorities, client needs, retention initiatives, and operational objectives.

Qualifications:

• Bachelor's degree in Business Administration or a related field preferred.

• Relevant industry license(s) or certification(s) may be required based on the business segment supported.

• Minimum of 5 years of progressive experience in insurance, financial services, professional services, or a related industry.

• Proven experience managing teams, implementing process improvements, and driving operational excellence.

• Demonstrated success delivering high-quality client and colleague experiences.

• Experience supporting business development, client retention, or growth initiatives.

• Self-motivated with the ability to motivate others in a fast-paced environment.

• Strong business judgment, decision-making, and problem-solving skills.

• Ability to remain resilient and lead effectively through changing priorities and demanding business conditions.

• Excellent leadership, coaching, and talent development skills.

• Strong understanding of customer needs, market trends, and competitive factors.

• Demonstrated ability to build and maintain productive long-term client relationships.

Education and Experience:

• Bachelor's degree in Business Administration or a related field preferred.

• Relevant industry license(s) or certification(s) may be required based on the business segment supported.

• Minimum of 5 years of progressive experience in insurance, financial services, professional services, or a related industry.

• Proven experience managing teams, implementing process improvements, and driving operational excellence.

Travel

• Up to 25% travel required.

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Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.