Employee Benefits Operations Director

Summary:

The Director of Operations, Employee Benefits reports to the Head of Operations, Central/West and will significantly contribute to the overall health and success of the Region by executing on strategies to retain clients and revenue through the strength of client relationships, delivery of excellent customer service and dynamic client experiences. This role serves as the standard-bearer of Acrisure’s performance culture and client-focused values.

Scope:

This role supports the prioritization and execution of the Regions’s operations and makes sure all employee benefit functions are in sync. This involves developing account management talent and strengthening operational and technological capabilities and efficiencies. The employee benefits department is comprised of accounts that are defined as small group, under 20 lives, middle market business, 20-100 lives, and large group, 100+ lives. The employee benefits department within the Central has an annual revenue budget of $150M+.  

Essential Responsibilities:

• Client Retention:  Partners with the Head of Operations & Client Retention, Growth and Placement to execute on client retention strategies through the development of talent, optimized organizational structure, and utilization and adoption of automation, technology and efficient and consistent workflows.

• Client Growth: Helps execute cross-functional strategies to ensure optimized placement of business and delivering a total client experience of solutions based on a deep foundation of technology, client insights and analytics.

• Culture and talent: Champions, models, and propagates exceptional leadership with a focus of employee and client-centricity throughout the employee benefits department. This involves promoting professional growth, identifying talent gaps, and implementing strategies for talent acquisition and retention. Coordinates with key leadership, stakeholders, and Subject Matter Experts (SMEs) to implement training and mentorship opportunities to attract and retain talent.

• Process improvement/technology oversight: Identify opportunities for process optimization, automation, and ways to leverage technology and innovation to enhance operational efficiency and scalability. Support the implementation of designed client experience workstreams to ensure client experience is consistent and aligned across the division. Adopt and leverage solutions and drive digital transformation initiatives to maximize client and Company outcomes through Acrisure’s data and insights.

• Customer experience and satisfaction: Accountable for ensuring that the division’s employee benefits offerings are accessible, user-friendly, and dependable. This involves creating winning experiences for our teams, translating to wins for our clients. Ensures a high level of Net Promoter Score (NPS) feedback on client services. Drives “white” glove experiences throughout the client journey.

• Operational excellence: Manage operational activities, ensure efficient processes, resource allocation and adherence to established policies and procedures. Acts as a liaison between the insurance carriers, underwriting, product, client, finance, and accounting functions to ensure that solutions, systems, and processes can scale effectively and handle growth while maintaining outstanding service quality and meeting regulatory standards.  This requires business needs to be in sync and aligned with the employee benefits growth and premium placement teams strategies and initiatives. Collaborate with other departments (HR, IT, Finance, etc.) to design and continuously improve operations in ways that are scalable with high quality control that support the division’s success.  

• Sustained optimization: Contributes to building and/or adopting processes to launch new processes and technologies, providing consistent feedback and support for product launches, new features, and regulatory requirements. This also involves working closely with cross-functional leaders to evaluate external vendors to promote strong partnerships and performance from these engagements.

• Performance Monitoring: Monitor and share performance metrics, key performance indicators (KPIs), and operational targets, regularly monitoring and analyzing performance data to identify areas for improvement and implement corrective actions as needed.

• Risk Management: Inform and implements strategies and protocols to mitigate operational and insurance-related risks across the employee benefits department, working closely with the of the division and department leaders to ensure robust processes and controls as well as Ensuring compliance with industry regulations and best practices.

• Financial Partnership: Monitor financial performance, identifying variances and providing reports and recommendations to address any discrepancies. Develop financial models and scenarios to inform budgeting decisions and ensure the organization remains within financial limits.

• M&A: Alongside other functional areas, provides strategic guidance and recommendations to divisional leadership on M&A risks and supporting post-acquisition integration efforts to maximize synergies and achieve the strategic objectives sought in the acquisition.

Essential Qualifications:

• Bachelor’s degree in business administration or related field

• Must currently hold an active insurance license

• Minimum of 10 years of progressive experience in the insurance and/or financial services industries

• Minimum of 5 years of industry related leadership experience in insurance operations, insurance management, and/or insurance administration

• Proven record of driving operational excellence and efficiency in service of dynamic client experiences

• 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 40% of time required

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