Florida Construction & Surety Director of Operations

WTW•Miami, FL

46d•Onsite

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

Florida Construction & Surety industry experience
Experience in operations management
Proficiency in agency management systems
Strong understanding of insurance placement workflows (pre-bind, bind, post-bind)
Experience with financial reporting and accounting principles
Leadership and team management skills
Process improvement and KPI development experience

Nice To Haves

Experience with specific agency management software (e.g., Applied Epic, Vertafore AMS360)
Certifications in project management or operations

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.