Team Lead, Globals North America Operations

We are seeking a dynamic, results-driven Operations Team Lead to join our Americas Business Operations team!

About the Role

As the Team Lead supporting the Globals North America Operations team, you will play a critical leadership role in driving operational excellence, developing talent, and supporting business objectives across the Americas region. You will be responsible for managing day-to-day operations, fostering employee engagement, maintaining strong governance and controls, and leading your team through change in a fast-paced hybrid work environment.

Team Leads exemplify our organizational values by leading from the front, fostering a positive and inclusive workplace culture, and championing Broker business priorities.

As an Operations Team Lead you will excel in the following areas:

Operational Leadership

• Own and maintain a comprehensive understanding of your team's business portfolio, processes, and priorities.
• Oversee daily workflow, monitor performance against KPIs, and ensure high-quality service delivery through resource allocation and process optimization.
• Drive operational excellence through process improvement initiatives and strategic projects.  This includes our eAdmin initiatives.
• Provide operational support during peak periods, backlogs, critical business events, or business continuity situations as required.

Risk, Governance & Controls

• Maintain awareness of operational risks, RCSA controls, audit requirements, open issues, events, and remediation activities.
• Promote a strong risk and control environment.

Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders.
• Represent the team in leadership visits, town halls, regional calls, and business engagement activities.

People Leadership

• Foster a respectful, inclusive and high-performing culture.
• Motivate and develop a high-performing team through guidance and mentorship.
• Provide ongoing coaching, documented feedback, performance management, succession planning, and career development support.
• Develop and support SMEs.
• Support recruitment, interviewing, onboarding, and integration of new employees across the department.

In this role you will collaborate across Business Operations and other functional areas and actively contribute to the broader Business Operations leadership community.  Team Leads demonstrate leadership visibility by adhering to office attendance expectations, ensure the team's mandatory training and compliance requirements are completed within established timelines, and implement continuous improvement initiatives as part of monitoring operational performance.

About You

You bring proven leadership experience within operations and demonstrated ability to drive results and lead through change!  You have a strategic solution-focused mindset with strong analytical and problem-solving skills.  And your exceptional communication skills enable your success in stakeholder management

Must Haves include:

• Strong understanding of operational controls, risk management, governance processes, and KPI management.
• Experience providing coaching, performance feedback, talent development, and employee engagement leadership.
• College degree preferred.

Nice to Haves include experience in:

• Reinsurance, insurance, claims, or client-facing operations environments.
• Leading cross-functional or geographically dispersed teams.
• Supporting recruitment, onboarding, workforce planning, and succession planning.
• Leading employee engagement initiatives or organizational change programs.

We are looking forward to your application!

Our company has a hybrid work model where the expectation is that you will be in the office three days per week.