Manager Operations - Employee Benefits

Job Description About Acrisure A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services - and more. In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible. Summary The Manager, Operations (Employee Benefits) role contributes to the overall health and success of the organization by executing operational strategies and strengthening processes and procedures that drive service excellence, business performance, and exceptional client and colleague experiences. This role serves as a champion of Acrisure's performance culture, operational excellence, and client-focused values. Scope The Manager, Operations role plays a critical role in executing operational strategies and process improvements that enhance client retention, team effectiveness, operational efficiency, and overall business growth. This role is responsible for implementing policies, leading a team, and ensuring operational excellence across all functional areas. This role exercises independent judgment in day-to-day operational and people leadership decisions and is responsible for implementing organizational policies and practices within established business, financial, and talent management guidelines. Essential Responsibilities Client Retention and Growth: Prepare and equip team members to deliver proactive, personalized, and consistent client experiences. Gather client feedback and insights to identify opportunities for service improvement and business growth. Provide escalation support for complex client situations requiring timely resolution. Participate in cross-functional initiatives that support client retention, revenue growth, and expanded service offerings Culture and Talent: Model and promote a client-centric culture that values leadership at all levels, accountability, collaboration, and continuous improvement. Recruit, develop, coach, and engage team members. Exercise hiring, performance management, compensation recommendation, and staffing decision authority in accordance with company policies, established approval frameworks, and budgetary guidelines. Identify capability and capacity gaps and partner with internal stakeholders to develop solutions. Foster a workplace where employees feel valued, respected, and empowered to grow professionally. Financial and Resource Management: Manage operational resources to support business objectives, including workforce planning, capacity management, budget oversight, and expense management. Monitor resource utilization and staffing needs to ensure appropriate service levels, operational efficiency, and financial performance. Partner with leadership to support financial goals through effective allocation of people, technology, and operational resources. Performance Monitoring: Monitor and analyze key performance indicators (KPIs), operational dashboards, and business metrics to assess performance against organizational objectives and service standards. Leverage data and reporting tools to identify trends, measure team effectiveness, evaluate resource utilization, and support informed decision-making. Implement corrective actions when needed and proactively address operational challenges. Encourage accountability, continuous improvement, and alignment with performance and incentive programs. Risk Management: Ensure compliance with applicable regulations, company policies, and operational best practices. Identify and mitigate risks through proactive planning, sound decision-making, and process discipline. Support the standardization of policies and procedures to promote operational consistency and reduce organizational risk. Business Growth and Market Awareness: Stay informed on industry trends, market dynamics, customer expectations, and competitive developments. Identify opportunities to enhance service delivery, improve client outcomes, and support business growth initiatives Operational Excellence: Implement operational strategies and initiatives established by organizational leadership to drive efficiency, scalability, and service quality. Oversee workflow improvements, process optimization efforts, and standard operating procedures. Continuously evaluate and refine processes to align with business objectives and evolving client needs. Utilize performance dashboards, operational metrics, and business intelligence reporting to monitor results and identify opportunities for improved effectiveness, consistency, and profitability #J-18808-Ljbffr Acrisure