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Role Summary

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.

Core Responsibilities

Capacity & Workflow

• 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.

Pre-Bind & Post-Bind Execution

• 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.

Billing & Financial Reporting

• 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.

Team Leadership

• 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.

Systems & 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.

• 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.

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

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare 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 and other work/life resources
• Leave Benefits: 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)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans' eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.