Summary
The Manager, Operations (Employee Benefits) role 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.

Scope
The Manager, Operations role 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. This role exercises independent judgment in day-to-day operational and people leadership decisions and is responsible for implementing organizational policies and practices within established business, financial, and talent management guidelines.

Essential 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. Exercise hiring, performance management, compensation recommendation, and staffing decision authority in accordance with company policies, established approval frameworks, and budgetary guidelines. 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.
• Financial and Resource Management: Manage operational resources to support business objectives, including workforce planning, capacity management, budget oversight, and expense management. Monitor resource utilization and staffing needs to ensure appropriate service levels, operational efficiency, and financial performance. Partner with leadership to support financial goals through effective allocation of people, technology, and operational resources.

Performance Monitoring:

• Monitor and analyze key performance indicators (KPIs), operational dashboards, and business metrics to assess performance against organizational objectives and service standards. Leverage data and reporting tools to identify trends, measure team effectiveness, evaluate resource utilization, and support informed decision-making. Implement corrective actions when needed and proactively address operational challenges. Encourage accountability, continuous improvement, and alignment with 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. Utilize performance dashboards, operational metrics, and business intelligence reporting to monitor results and identify opportunities for improved effectiveness, consistency, and profitability
• 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.

Essential 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.

Travel
Up to 25% travel required.

Pay Details:

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

Employee Benefits

We also offer our employees a comprehensive suite of benefits and perks, including:

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.

• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.

• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.

• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

• … and so much more!

This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.