Employee Benefits Operations Manager

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. Job Summary The Manager, Operations 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. The Manager, Operations 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. 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. 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. Performance Monitoring: Monitor and analyze key performance indicators (KPIs) to assess performance against objectives and implement corrective actions when needed. Evaluate team effectiveness, anticipate operational challenges, and proactively address obstacles to success. Encourage self‑reflection, accountability, and continuous improvement while supporting 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. Process Improvement and Technology Enablement: Support process optimization, automation, and technology adoption initiatives that improve operational effectiveness and scalability. Promote utilization of tools, systems, and innovative solutions to drive consistency, efficiency, and performance. Cross‑Functional Collaboration: Partner with operational, growth, placement, and functional leaders to ensure alignment on business priorities, client needs, retention initiatives, and operational objectives. Qualifications Bachelor's degree in Business Administration or a related field preferred. Relevant industry license(s) or certification(s) may be required based on the business segment supported. Minimum of 5 years of progressive experience in insurance, financial services, professional services, or a related industry. Proven experience managing teams, implementing process improvements, and driving operational excellence. Demonstrated success delivering high‑quality client and colleague experiences. Experience supporting business development, client retention, or growth initiatives. Self‑motivated with the ability to motivate others in a fast‑paced environment. Strong business judgment, decision‑making, and problem‑solving skills. Ability to remain resilient and lead effectively through changing priorities and demanding business conditions. Excellent leadership, coaching, and talent development skills. Strong understanding of customer needs, market trends, and competitive factors. Demonstrated ability to build and maintain productive long‑term client relationships. Education and Experience Bachelor's degree in Business Administration or a related field preferred. Relevant industry license(s) or certification(s) may be required based on the business segment supported. Minimum of 5 years of progressive experience in insurance, financial services, professional services, or a related industry. Proven experience managing teams, implementing process improvements, and driving operational excellence. Demonstrated success delivering high‑quality client and colleague experiences. Experience supporting business development, client retention, or growth initiatives. Self‑motivated with the ability to motivate others in a fast‑paced environment. Strong business judgment, decision‑making, and problem‑solving skills. Ability to remain resilient and lead effectively through changing priorities and demanding business conditions. Excellent leadership, coaching, and talent development skills. Strong understanding of customer needs, market trends, and competitive factors. Demonstrated ability to build and maintain productive long‑term client relationships. Travel Up to 25% travel required. #LI-KB1 Candidates should be comfortable with an on‑site presence to support collaboration, team leadership, and cross‑functional partnership. Why Join Us At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future. Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York. Employee Benefits Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time. Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription. Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs. Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage. … and so much more! This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location. Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting View email address on click.appcast.io. Final candidates will be required to complete post‑offer verification processes related to the role and in accordance with applicable laws. California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy. To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure's property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure's Human Resources Talent Department. #J-18808-Ljbffr