Commercial Lines Service Manager - Transportation

Acrisure is a Fintech leader empowering businesses and consumers with unmatched financial solutions. The Company is headquartered in Grand Rapids, Michigan, and employs over 15,000 colleagues in 21 countries. It is distinguished by its dynamic culture, fast-paced environment and determination to drive innovation at all levels of the business. Under the leadership of Co-founder, Chairman and CEO Greg Williams, Acrisure has grown from $38 million to more than $4 billion in revenue in just under ten years.   

Acrisure connects clients to financial solutions through the best of humans and an AI platform. Acrisure’s products include Insurance, Reinsurance, Cyber Services, Mortgage Origination and more to over 1.3 million clients worldwide.  

Additionally, Acrisure is committed to social issues such as children’s health and DEI in financial services. Acrisure formed Evolution Advisors, a joint venture focused on providing access to financial services to minority-owned enterprises. 

About The Role 

This role will provide the leadership and management necessary to ensure that the organization has the proper operational controls, procedures and people in place to effectively grow their department and ensure operating efficiency. Is responsible for driving the coordination of the workflow/troubleshooting, work procedures, auditing and review of customer service delivery.  Lead local WI agency office(s) to ensure smooth day-to-day agency operations. 

Client Experience 

• Ensures service deliverables are accurate, timely and provides value to the clients through insights, innovation and sharing of best practices 

• Manages the NPS Process for the department 

• Creates client retention strategies to support the overall client experience strategy, and implements those strategies resulting in high levels of client retention 

• Assists with the carrier/market relations such as carrier functions and planning 

Operations Management  

• Oversees departmental budgets and ensures they are upheld 

• Supports and maintains a quality/process improvement mindset within the organization 

• Ensures that compliance management is upheld for all processes and procedures 

• Works closely with Resource Pro to maintain the relationship and to promote its use and efficiency within the teams  

• Implements measurement tracking and reporting methodologies to evaluate adequacy of service delivery levels 

Employee Inspiration and Accountability 

• Works to achieve consistency through workflows, defined processes, brand awareness, HNI's deliverables, and staffing model. 

• Coaches and develops Team Leads in execution of the vision of the department. 

• Develops and motivates team members through:  

• Constructive and Timely feedback 

• Rewards and discipline in a respectful and productive manner 

• Complaints addressed and problems resolved timely 

• Providing appropriate instruction and gui