Team Lead - Operations, PL Mainstreet - NJ & MA, East

Job Title: Team Lead Operations PL - Mainstreet

Summary:

TheTeam Lead Operations PL - Mainstreetreports to the Director of Operations Personal Lines Mainstreetand 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:

TheTeam Lead Operations PL - Mainstreetsupports 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 property & casualty 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

Acrisure is committed to making an impact in our communities by giving back with millions committed to childrens health with Helen Devos Childrens Hospital and UPMC Childrens Hospital of Pittsburgh.

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