Business Process Owner (Director)

Job Title: Business Process Owner (Director)

Department: Operational Excellence

Location: Hybrid, on-site at our Studio Park Corporate HQ offices in Grand Rapids, MI or Chicago, IL

About Acrisure

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:

The Business Process Owner is a Director level role and is responsible for overseeing and driving the strategic alignment, governance, and optimization of core business processes to achieve organizational excellence. This role ensures processes are designed, implemented, and continuously improved to meet business objectives, regulatory requirements, and customer needs. The Director provides leadership to the Business Process Manager and other team members, fostering a culture of accountability and continuous improvement. Key responsibilities include full ownership of process from most efficient and effective design, performance/scorecard metric monitoring, responsibility for any associated outsourced provider or automation partner relationships including setting process performance goals, managing cross-functional collaboration, and driving initiatives that enhance operational efficiency and organization scalability. This position serves as a strategic partner to senior leadership, leveraging data-driven insights to align process improvements with long-term business goals.

The Operational Excellence team is a high performing, adaptable, results oriented team to streamline processes, integrate automation, and support the evaluation and execution of project initiatives to ensure the areas we are focused on are providing the best, most efficient, and cost-effective service. The Business Process Owner will have an initial acute focus on one of the following 5 functions in North American Retail Insurance Accounting: Cash Application/Receivables, Invoicing, Producer/Broker Payables, Premium Payables or Direct Bill. 

Essential Duties / Responsibilities

Process Optimization and Efficiency:

• Strong ability to map, analyze, and redesign processes to eliminate inefficiencies and implement improvements to ensure we are providing the best service in the most efficient and cost-effective way

Service & Relationship Management:

• Builds trust and long-term partnerships with clients, vendors, and internal teams, including potentially outsourced teams

• Exceptional communication and interpersonal skills to navigate complex relationships and ensure stakeholder satisfaction

Leadership and Independence:

• Experience in managing resistance to change and fostering a culture of continuous improvement

• Strong decision-making skills to manage priorities and resolve escalations

• Big picture/E2E mindset with the ability to adapt to changing work environments and priorities, taking the initiative to lead and deliver time-pressured projects with high quality

• Flexibility to navigate changing priorities and environments

• Proactive mindset to anticipate and address challenges

Data Interpretation and Strategic Insights:

• Ability to use data and process metrics to identify trends, gaps, monitor performance, diagnose problems, and translate data into actionable insights, ensuring SLAs are met, and guiding service strategy and improvement

• Expertise in data analysis, visualization tools (Excel, Power BI, PowerPoint), collecting and interpreting data, and building meaningful metrics and reporting

Project Management Expertise:

• Skilled in managing multiple optimization initiatives simultaneously, ensuring deadlines and budgets are met

• Excellent program/project management and presentation skills, with the ability to lead, influence, and work independently while challenging the status quo and following standard project management methodologies

Stakeholder Collaboration & Communication:

• Builds strong relationships with stakeholders at all levels to understand needs and secure buy-in

• Commun