Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
It's an exciting time to join Brown & Brown! Our business is growing both in North America and internationally which emphasizes the need to build an unparalleled team that promotes future growth. We're excited to continue solidifying that foundation as we are looking for a Client Experience Operations Leader to join our growing Benefits Technology team!
The Operations Leader will be responsible for the management of multiple departmental functions and leaders for the national EBTech team. This person will lead their departments forward through leadership and strategic/innovative thinking, always striving to drive higher effectiveness, efficiency, and quality through continuous improvement. This leader is also responsible for the daily tactical performance of their departments leaders, ensuring that our clients are highly satisfied with their interactions with EBTech and the results we produce for them. The Leader will play a key role in leading and expanding customer relationships and will have the opportunity to grow their project management, consulting, customer management, leadership, health and welfare knowledge, and business acumen. The Leader will also collaborate with other Brown & Brown lines of business to develop, implement, and maintain technology–based solutions and services that meet customer requirements and EBTech commitments.
Who We Are: Brown & Brown, Inc. is a growing global insurance brokerage firm delivering risk management solutions and services since 1939. Our unique culture is built on honestly, integrity, innovation and discipline and defines who we are and how we treat our customers, teammates and the communities we serve. We think of ourselves as a team, so we have teammates---not employees. We prioritize health, family, and business---in that order. We embrace and celebrate diversity, always striving to be an inclusive place where you have the power to be yourself. Traded on the New York Stock Exchange as BRO, Brown & Brown is a big company that doesn’t act like one.
General Responsibilities:
Accountable for the overall performance of assigned departments.
Provide leadership and coordination between assigned departments and with other parts of the EBTech practice.
Drive exceptional, consistent project management for concurrent projects, and exceptional customer service throughout the client life cycle.
Develop and maintain systems and metrics (KPIs) to analyze the health of our services and diagnose concerns to be acted on in order to promote the highest quality service delivery.
Engage in data-driven resource planning to secure needed personnel for both current and future demands.
Drive results with all parties (EBTech/account team/customer/carriers).
Serve as a point of escalation for high-value customers and/or account teams.
Follow organizational and line of business processes, protocols and quality standards in the development and deployment of solutions.
Represent EBTech in a professional manner in every interaction with outside parties.
Meet regularly with senior and executive leadership and assigned department leaders to strategize and implement positive changes.
Oversee timely and accurate completion of all team tasks.
Continually provide review and feedback to team members.
Participate in business development calls as needed to help sell new projects.
Evaluate and utilize technology to drive efficiencies. Implement best practices with a technology first mindset.
Other duties may be assigned.
Required Qualifications:
Bachelor’s degree or equivalent comparable experience.
10+ years of experience with team management with a focus on Benefits Administration or Comparable Software implementation and support
Deep understanding of employee benefits, HRIS, Payroll or equivalent programs and implementation requirements
Proficient with MS Office Suite
Exceptional/professional presentation skills
Proven ability to establish relationships and work collaboratively with team members in other practices and at all levels to effectively sell and deliver on customer needs.
A professional presence with polished and well developed written and oral communication skills.
Ability to maintain a high level of confidentiality.
Licensure in Life and Health Insurance or the ability to obtain producers license within one year of employment.
Ability to travel up to 15-20% of the time.
What we offer:
Excellent growth and advancement opportunities
Competitive pay based on experience
Discretionary Time Off (DTO)
Generous benefits package: health, dental, vision, 401(k), etc.
Employee Stock Purchase Plan
Tuition Reimbursement and Student Loan Repayment Assistance
Mental Health Resources
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
