Team Lead - Operations, Commercial Mid/Small - New England, East

Job Description

Executive Job Description: Team Lead - Operations, Mid/Small - New England, East  

Division: North America, East 

Reports To:  Director of Operations, Commercial Small Business  

Summary: 

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

Scope:  

The Team Lead - Operations, Mid/Small - New England 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