Team Lead - Employee Benefits

Job Description

Job Title: Digital Team Lead – Employee Benefits

Department: Acrisure Digital Solutions

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. 

Position Overview:

The Employee Benefits Digital Team Leader role offers an exciting opportunity to lead a dynamic team, drive innovative digital strategies, and make a significant impact on client success and business growth. The Digital Team Leader is responsible for overseeing and guiding a digital employee benefits Account Management team to achieve strategic goals and enhance the customer experience through digital client service delivery and engagement. This role involves managing an assigned book of business leveraging digital strategies, technology and AI for a competitive advantage, and ensuring effective execution of data driven marketing campaigns. The Digital Team Leader will be responsible for client relationship management, promoting solutions and services, as well as driving innovation to deliver exceptional value.

Key Responsibilities:

1. Team Leadership:

• Lead, mentor, and motivate a diverse digital Account Management team, fostering a collaborative and innovative work environment.

• Oversee assigned digital service team client block including achieving annual retention, growth and satisfaction targets. 

• Provide resolution support and oversight for identified customer escalation inquires.

• Set clear goals and performance expectations for team members, providing regular feedback and professional development opportunities.

• Deliver annual performance reviews and conduct monthly performance checkpoint meetings.  Develop and oversee performance action plans for those not meeting the required metrics.

• Ability to recruit, interview and onboard new associates to their team.

• Responsible for leading business processes to ensure compliance with regulations, Acrisure policies & procedures, and E&O prevention. Facilitate adherence to Acrisure procedures and workflows with all staff members.

• Communicate consistently key operational reporting and metrics to Platform leadership, including but not limited to sales and retention metrics, carrier escalations, aged renewal reports and accounting discrepancies.

• Coordinate training on operating systems and procedures as required.

2. Digital Strategy Management:

• Execute data driven awareness and comprehensive digital marketing strategies aligned with Acrisure's business objectives and client needs.

• Lead account rounding and digital solutions.

• Focus on small employee benefit customer accounts to maximize impact and drive significant growth for Acrisure.

• Drive associate and client use of technology including applicable agency management systems, quoting and sale activity software as well as other self-service tools.

• Facilitate operational initiatives that support organic growth and retention goals through collaboration with members and digital marketing.

3. Technology and AI Utilization:

• Leverage cutting-edge technology and AI tools to optimize digital marketing efforts and gain a competitive advantage.

• Stay updated with industry trends and emerging technologies to incorporate into customer engagement communications and engagement.

• Utilize unique insights to shape and enhance Acrisure’s digital strategies, ensuring they remain at the forefront of innovation.

• Support overall optimization goals and utilization of Acrisure tools and resources.

4. Campaign Execution and Optimization:

• Ensure the effective execution of data driven marketing and compliance campaigns, monitoring performance, and adjusting when appropriate to achieve desired outcomes.

5. Client Relationship Management:

• Build and maintain proactive relationships and ongoing customer engagement strategies leveraging industry and customer specific data.

• Guide the team to ensure