Job Description

Executive Job Description: Team Lead - Operations, Small Commercial

Division: North America, East 

Reports To:  Manager, Operations, Commercial, Small 

Summary: 

The Team Lead - Operations, Commercial Small reports to the Manager of Operations and will support driving divisional success by executing strategic initiatives, optimizing processes, and ensuring outstanding customer service and client experiences. As a key contributor to a high-performance culture, the Supervisor promotes operational excellence, team accountability, and alignment with Acrisure’ s client-focused values. 

Scope:  

The Team Lead - Operations, Commercial Small supports the execution of operational strategies by managing daily workflows, guiding team performance, and implementing policies that drive client retention, efficiency, and growth. This role ensures high-quality service delivery, monitors key metrics, and promotes a culture of accountability and operational excellence in alignment with Acrisure’s values. 

Essential Responsibilities: 

• Client Experience & Retention: Guide team members in delivering proactive, personalized, and consistent service experience. Support feedback collection and escalation processes to ensure timely resolution of client issues and promote long-term satisfaction and retention, and support retention SWARM process.  

• Team Development & Culture: Foster a positive, client-centric culture by modeling accountability, collaboration, and inclusion. Provide coaching, support skill-building, and promote professional development to strengthen team engagement and performance. 

• Performance Support: Monitor individual and team performance metrics, identify gaps, and offer real-time feedback and support. Assist in anticipating team needs to maintain workflow momentum and service quality. Connects with Manager to relay real-time feedback for teams for increased visibility.  

• Compliance & Risk Mitigation: Ensure team adherence to company policies, procedures, and regulatory standards. Identify potential risks and contribute to the development of consistent practices that reduce exposure. 

• Operational Execution: Lead the day-to-day execution of workflow improvements and process enhancements. Promote the use of best practices and standard operating procedures to ensure high service quality and efficiency. 

• Cross-Functional Collaboration: Partner with internal stakeholders on initiatives that support client growth, cross-selling opportunities, and market expansion. 

• Technology & Process Improvement: Support adoption of operational technologies and tools to drive automation and scalability. Help identify process optimization opportunities and ensure team alignment with operational strategies. 

Essential Qualifications: 

• Bachelor’s degree in business administration or related field is preferred 

• Must currently hold an active property & casualty license 

• Minimum of 3 years of progressive experience in the insurance and/or financial services industries 

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

• Effectively balance leadership responsibilities with individual contributor duties by continuing to service and retain a personal book of business, supporting a player/coach model that ensures hands-on client engagement and accountability. 

• Experience supporting business development lifecycle.  

• Self-motivating and has the ability to motivate others to achieve and excel in a fast-paced, dynamic environment. 

• Excellent business and people decision-making skills and problem-solving abilities 

• Model positive energy and handle stress in the face of challenges, deadlines, and aggressive financial commitments. 

• Excellent leadership and coaching ability 

• Deep understanding of markets, clients, and competitors  

• Adept at cultivating and growing productive, long-term customer relationships. 

Travel: 

• Up to 25% of time required 

Pay Details:

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

Why Join Us:

At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.

Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.

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.

Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting [email protected].

California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.

Recruitment Fraud: Please visit here to learn more about our Recruitment Fraud Notice.

Welcome, your new opportunity awaits you.