Team Lead - Operations, EB Complex Benefits - Mid-Atlantic, East

Summary:

The Team Lead Operations EB Complex Benefits- Mid-Atlantic East reports to the Director of Operations Employee Benefitsand will support 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 Complex Benefits- Mid-Atlantic East 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:

• Bachelors degree in business administration or related field is preferred

• Must currently hold an active life & health insurance 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

The base salary range for this position is $69500 - $115667annually. This range reflects Acrisures 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.