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Specialist I, Operational Excellence, Platform Accounting (Agency Bill Invoicing Focus)



Accounting & Finance
Grand Rapids, MI, USA
Posted on Monday, February 12, 2024

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.

Job Summary:

The Operational Excellence Specialist – Platform Accounting (the Specialist) will have a primary focus area of Agency Bill Invoicing. The Specialist will assist the Operational Excellence team with planning, development, and execution of the process improvements, guides, workflows, key metrics, and training strategy necessary for providing best-in-class services. This individual is expected to act as a key consultant on all things leading to operational excellence; from aiding in the creation of desktop procedures, challenging the current processes, identifying gaps, and suggesting more efficient methods, to insuring proper training, competencies, and curriculum mapping/development plans for the specific roles within the platform accounting teams. The Specialist will build strong relationships with the Operational Excellence team, platform leaders and other home office departments to deliver exceptional support for managing partners’ needs and the strategic objectives of Acrisure. If you love making an impact through working to solve accounting company-wide challenges, then this role is for you!

The Operational Excellence team focuses on partnering with Acrisure Business Services leaders and Home Office functional/strategic leaders to ensure their teams have everything they need to operate with excellence while providing best-in-class services in accordance with regulatory guidelines for their specific areas. In addition, the Operational Excellence team supports change in the organization’s culture, modernizing specific functions, and executing change management actions to implement strategic transformation. To enable our success, it will be critical to use data and insights to inform efficiencies.

This position is in Grand Rapids, Michigan (preferred).

Scope & Responsibilities:

Process Analysis & Improvement:

  • Ensure procedures support functional competencies to provide prompt, accurate, courteous, “best in class” service to Partners, insurance companies, leadership team and staff.

  • Ensuring all preferred agency systems/platform accounting processes have correlating documented workflows and detailed guidelines (SLAs) / how to guides.

  • Responsible for reviewing current processes and gathering feedback from key users / SMEs to identify inefficiencies or disconnects.

  • Identifying and implementing new operational excellence opportunities for efficiencies and/or automation through utilization of Lean Six Sigma methodologies.

  • Analyzing metrics for the key processes within accounting to ensure adoption of process changes and providing recommendations for process changes based upon analysis.

Change Management/Documentation/Communication:

  • Become fully immersed in the functions of the preferred agency management systems and the correlating platform departments that utilize system.

  • Develop, communicate, and ensure adherence with Acrisure policies, best practices, and procedures.

  • Apply a structured methodology while leading change management activities. Ensure project teams are supported with integration of change management efforts.

  • Administers testing scenarios for process changes.

  • Prepares challenging and complex work and organizes desktop procedures, presentations, and training materials that are easily interpreted by a reviewer & end user. Considers audience and adjusts communication appropriately.

  • Manage & communicating change effectively by addressing resistance and ensuring smooth transitions.

  • Follow up on projects and demonstrates accountability for internal deadlines, issue tracking and administrative responsibilities.

Data Analysis:

  • Collect and identify performance metrics and key performance indicators (KPIs) for departments through partnership with stakeholders.

  • Support creation of reports and dashboards to monitor the effectiveness of process improvements.

  • Provide data-driven recommendations for optimizing operations.

Quality Assurance:

  • Responsible for creating processes for performing quality reviews of work performed, identifying unresolved issues that need correction/further exploration and evaluating if the proper technical approach was taken.

  • Connecting with key partners on challenges, assessing the scope, and proposing solutions.

Training & Development:

  • Partner with the T3 Training team to develop and deliver training programs to educate employees on new platform accounting processes and best practices. This could include technical and soft skill training from an accounting mindset and could be for managing partners, service teams, and/or accounting.

  • Leading Q&A Sessions after process changes and/or training. This includes, documenting questions and following up on outstanding items.

Other Responsibilities:

  • One-team mindset: recognizes and steps up when help is needed.

  • Meets or exceeds deadlines for deliverables and takes responsibility for outcomes and results.

  • Proactive and seeks new opportunities to operate with excellence.

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


The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

  • Functional expertise in primary focus area

  • Contributes to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior, and effort to achieve goals and objectives.

  • Maintains a sense of urgency and ability to work with and meet all service level commitments and deadlines.

  • Demonstrates effective written and verbal communication, free of slang and grammatical errors, including the ability to influence, actively listen, and problem solve with minimal assistance.

  • Demonstrates excellent time management and prioritization skills.

  • Able to work independently, multi-task, and enjoy a high degree of interaction with team members, senior management, and all levels of organization using discretion surrounding sensitive information.

  • Documentation & Workflow Design: Capable of developing comprehensive end user documentation and designing visual workflows for improved operational understanding and efficiency, specifically for Enterprise Applications.

  • Microsoft Suite: Excel for data analysis, Word for sophisticated document creation, PowerPoint for engaging presentations, and Outlook for efficient email and calendar management.

  • SharePoint: Skilled in collaborative content management with a thorough understanding of permission levels and content moderation.

  • Adobe Acrobat: Proficient in creating, editing, and signing PDF documents.

  • Experience in Applied Epic (Agency Management Systems) is required.

  • Familiarity with project management principles.


  • Bachelor’s Degree and/or three (3) or more years of experience, in invoicing required.

  • Lean Six Sigma or A3 training and experience, preferred.

  • Experience in a corporate environment, insurance brokerage/carrier industry, and/or tech industry preferred.

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 focused on providing greater access and more effectively distributing insurance products and financial services to minority-owned enterprises. 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 www.Acrisure.com or learn more here.



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 www.Acrisure.com/privacy/caapplicant.

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.