Team Lead, Ops, CL Mid/Small – NW Territory

Job Description

Summary: 

The Team Lead, Operations, CL Mid/Small reports to the Director of Operations, Commercial Small Business 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 Team Lead promotes operational excellence, team accountability, and alignment with Acrisure’ s client-focused values. 

Scope:  

The Team Lead, Operations, CL Mid/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 

The base salary range for this position is $76,450 – $127,160 annually. This range reflects Acrisure's good faith estimate at the time of this posting. Actual compensation may include bonuses and/or commission and will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity. 

Pay Details: