Florida Construction & Surety Director of Operations

WTW•Miami, FL

13d

About The Position

The Director of Operations drives the day-to-day engine of the team's placement production, ensuring every account moves through pre-bind, bind, and post-bind without friction. Placement quality depends as much on operational discipline as on market strategy. Capacity gaps, billing errors, and inconsistent post-bind delivery erode client trust and create rework. This role owns the workflows, team capacity, and financial reporting that make flawless execution the default. The Director partners closely with Senior Client Advocates, Client Advocates, and Associate Client Advocates to ensure the service team has the capacity and clarity to deliver on every placement commitment.

Requirements

10+ years of insurance broking operations experience across pre-bind, post-bind, and billing.
Demonstrated success managing service teams in a brokerage or agency environment.
Strong working knowledge of agency management systems (Sagitta, EPIC, AMS360), policy administration workflows, and premium accounting.
Track record of building SOPs that improve accuracy, speed, and consistency.
Working knowledge of P&C coverages sufficient to spot issues in policy documents, endorsements, and certificates.

Nice To Haves

B.S. in Business Administration, Finance, or related field preferred
CISR, CIC, or ARM a plus

Responsibilities

Match service team workload to renewal calendars and new business pipeline; reallocate proactively and escalate capacity constraints before they affect delivery.
Maintain standard operating procedures for pre-bind, bind, and post-bind activities; ensure consistent execution across the team.
Oversee placement production from submission through binding; ensure submissions are complete, market activity is tracked, and binders are accurate and on time.
Manage post-bind deliverables including policy checking, certificates, endorsements, and policy delivery against defined service standards.
Build quality control checkpoints into the production cycle to catch errors before they reach the client or carrier.
Own the accuracy and timeliness of account billing, premium accounting, and revenue recognition across the team's book.
Maintain team financial reporting (production, revenue, retention, receivables); reconcile against agency management system data.
Partner with finance on month-end close, commission reconciliation, and revenue forecasting.
Supervise service team members across pre-bind, post-bind, and billing; set performance expectations, conduct reviews, and onboard new staff.
Build a culture of accountability, attention to detail, and continuous improvement.
Own the team's use of the agency management system and supporting platforms; ensure data hygiene and consistent usage.
Identify recurring inefficiencies and lead process improvements measured against defined KPIs.

Benefits

Mental health/emotional wellbeing (including Employee Assistance Program)
Medical (including prescription drug coverage and fertility benefits)
Dental
Vision
Health Savings Account
Commuter Accounts
Health Care and Dependent Care Flexible Spending Accounts
Company-paid life insurance
Supplemental life insurance
AD&D
Group accident
Group critical illness
Group legal
Identify theft protection
Wellbeing program
Adoption assistance
Surrogacy assistance
Auto/home insurance
Pet insurance
Other work/life resources
Paid holidays
Annual paid time off (includes state/local paid leave where required)
Company-paid disability (short-term and long-term disability)
Other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, and Parental and Adoption Leave)
Paid Time Off (only included for Washington roles)
Qualified contributory pension plan (if eligible)
401(k) plan with annual nonelective company contribution.
Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.