Commercial Lines Service Team Sr. Manager - Digital

Job Title: Commercial Lines Service Team Sr. Manager – Digital

Department: Digital Service Center

About Acrisure:

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Position Overview:

The Commercial Lines Service Team Leader plays a critical role in ensuring the success of the customer service operations for commercial lines within the Midwest and East Divisions. They are responsible for leading a team of account managers and support staff, ensuring exceptional customer service, and continuously improving processes to enhance the overall customer experience.

Key Responsibilities:

Lead all commercial lines operations aligned to the division to ensure the best client experience possible

Recruit and lead the Commercial Lines Service Team supporting transferred accounts. This involves providing guidance, support, and feedback to the account managers, conducting regular performance evaluations, and addressing any performance issues.

Oversee the day-to-day functions of the commercial lines support staff.

Responsible for ensuring that clients receive an exceptional customer service experience. This includes monitoring client interactions, addressing escalated issues, and implementing strategies to improve customer satisfaction.

Collaborate closely with the Divisional Commercial Lines Placement Leader to achieve department goals.

Responsible for developing a training program for new CL Account Managers and support staff and implementing a training plan.

Collaborate with Digital and Divisional leadership to execute operational initiatives that support our key performance metrics (i.e., organic growth, cross-sales, digital self-service, placement and retention goals.

Develop, implement, and maintain standard operating practices to include the utilization of technology and AI agent enablement tools.

Lead monthly meetings with the Commercial P&C Service leads to review workflows, procedures, staffing and performance needs and report back to the Commercial Lines Practice leader.

Collaborate with HR concerning personnel management and employee relations.

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management

Qualifications:

Requirements:

Strong organizational and time management skills, along with a demonstrated attention to detail.

Superior skills in leadership, employee development, and employee engagement.

Professional verbal and written communication skills.

Strong ability to analyze, interpret, and communicate financial data and reporting.

Ability to establish credibility and develop strong relationships with internal stakeholders through ethics, integrity, professionalism, and mutual respect.

Ability to make appropriate and timely critical business decisions.

Effective change management, time management, and follow-up skills

Proven record of accomplishment in leading a team in a fast-paced work environment

Proficient computer skills with agency management software systems

Travel up to 25%

Education/Experience:

Bachelor’s degree or higher is preferred, or equitable experience

Knowledge of principles of the insurance industries with a minimum 10 years of technical commercial lines insurance experience

Property & Casualty license required

Minimum 5 years successfully leading a team

Proficient computer skills with EPIC agency management software and digital tools

Benefits & Perks:

Competitive Compensation

Industry Leading Healthcare

Savings and Investments

Charitable Giving Programs

Offering hybrid work option

Opportunities for Growth

Educational Resources

Generous time away

Acrisure is equally committed to supporting social issues. In 2021, the Company co-founded Evolution Advisors, a joint venture whose Founding Partners include Acrisure, Russell Wilson and Ciara, and Russell Westbrook. The venture focuses on providing greater access and more effectively distributing insurance products and financial services to minority-owned enterprises. Additionally, in its home of Grand Rapids, Acrisure provided $15 million to create the Acrisure Center for Innovation in Children’s Health at Helen DeVos Children’s Hospital.

For more, visit or learn more here.

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.

Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at

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.

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