Operations & Service Strategy Leader bei Unisonriskadvisors

Would you like to take ownership in a dynamic, high-growth business that truly walks the talk?

Oswald Companies seeks goal-driven professionals ready to take their career to the next level.

Position Overview
The Operations & Service Strategy Leader is the client-facing engine of excellence for the Business Unit, driving client retention, satisfaction, growth, and financial performance. As a true co-leader, this role partners closely with the Growth Strategy Leader to create a seamless, differentiated experience that not only retains clients but turns them into lifelong advocates. In close collaboration with the Growth Strategy Leader, this role also ensures the team delivers a consistent and exceptional client experience while running the business like a well-oiled machine.

This leader designs and implements scalable processes and systems, motivates and aligns the team around the ideal client experience, and fosters a culture of accountability, collaboration, and continuous improvement. They also lead financial stewardship and carrier strategy, ensuring sustainable growth and profitability. Success is measured by retention, client loyalty, operational efficiency, financial performance, and the ability to inspire the team to deliver exceptional results every day.

Key Responsibilities

• Model the way for consistent delivery of an exceptional client experience across all touchpoints.
• Drive client-facing operational leadership, ensuring retention, satisfaction, revenue growth, and seamless delivery of services.
• Design, implement, and continuously optimize processes, systems, and workflows that enable the team to consistently deliver an outstanding client experience.
• Partner with the Growth Strategy Leader and executive team to set operational priorities, define success metrics, and allocate resources to maximize business outcomes.
• Lead initiatives that elevate service quality, enhance client loyalty, and strengthen the business’s market reputation.
• Oversee carrier strategy, including partner relationships, placement, and renewals, to ensure optimal client outcomes and market competitiveness.
• Monitor financial performance, budget adherence, and operational expense drivers, balancing fiscal discipline with client-centric outcomes.
• Leverage data, analytics, and insights to anticipate client needs, optimize processes, and inform strategic decision-making.
• Coach, mentor, and inspire team members to embed a culture of accountability, collaboration, and client-first thinking.
• Lead change initiatives, ensuring successful adoption of new tools, systems, and operational models across the business.
• Collaborate across functions, breaking down silos to ensure alignment across sales, operations, finance, and client service teams.

Skills & Competencies

• Client-Centric Leadership: Drives decisions and behaviors that prioritize the ideal client experience in every interaction.
• Strategic Execution: Balances long-term vision with day-to-day operations; sees both the 30,000-foot view and tactical details.
• Culture & Team Development: Builds and motivates high-performing teams, fosters collaboration, and aligns people around shared goals.
• Operational Mastery: Expert in designing, implementing, and sustaining scalable systems and efficient workflows.
• Financial Acumen: Understands business economics, manages budgets, drives EBITA, and aligns operations with financial goals.
• Carrier Strategy Expertise: Navigates and manages carrier relationships to optimize client outcomes and competitive positioning.
• Data & Insights-Driven: Uses metrics and analytics to inform decisions, measure performance, and drive continuous improvement.
• Change Leadership: Leads adoption of new systems, processes, and approaches, inspiring team confidence and engagement.
• Problem Solving & Innovation: Anticipates obstacles, develops creative solutions, and continuously improves operations.

Key Metrics of Success

• Client experience, satisfaction, and loyalty scores.
• Client retention and revenue growth.
• Operational efficiency improvements and scalable processes implemented.
• Financial performance, EBITA contribution, and expense management.
• Carrier strategy effectiveness and market positioning.
• Team engagement, talent development, and culture of accountability.
• Adoption and impact of change initiatives and process improvements.

What You’ll Need

• Proven leadership experience with a track record of driving operational excellence and client satisfaction.
• Experience influencing cross-functional teams to deliver scalable, efficient processes.
• Strategic thinker with strong operational and financial insight.
• Ability to coach and develop teams to consistently deliver exceptional client experiences.
• Strong problem-solving, organizational, and execution skills.

Travel Expectations

• Moderate Travel (10–35%)
  • Regular local and occasional overnight travel (up to 35%) may be required, including by car or air, depending on business needs.
  • Travel may include visits to regional offices, client meetings, or industry events.

Physical and Environmental Demands

This role involves typical duties performed in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Requirements: Primarily sedentary work involving sitting, typing, and handling office equipment. Occasional walking, standing, and lifting up to 10 pounds may be required.
• Manual Dexterity & Vision: Requires sufficient manual dexterity and visual acuity for computer use, data analysis, and document preparation.
• Work Environment: Standard indoor office setting with moderate noise levels and climate control.

Work Schedule & Hours

Full-time hours: Core business hours of Monday through Friday from 8:00 AM to 5:00 PM and/or occasional weekend hours totaling 40 or more hours per week; no overtime payable.  (FLSA Status: Exempt)

(Note: job responsibilities and travel expectations at this level will often require the performance of job duties beyond the normal workweek schedule.)

Who is Oswald?

Oswald is a 129-year-old company that creates a world of protection around the lives and businesses of our clients.

We are an independent, employee-owned company. So, essentially, you own your own success in a personally and financially rewarding opportunity.

Inclusivity is a priority. We foster an environment of collaboration and belonging where our Employee-Owners thrive on their unique path. Our diverse talent reflects the communities and clients we serve, while driving unmatched risk and insurance innovations.  

Our people-first culture and client service excellence have built our reputation of integrity, resourcefulness, and a relentless care for our clients and employees. Don’t believe us? Ask your friends, colleagues, and mentors about Oswald. There’s a reason Oswald has been named a Top Workplace for nine consecutive years.

What you’ll get...

At Oswald, you will have the opportunity to build a long-term career with unlimited growth potential. Aim high, work hard and we’ll help you achieve your goals. 

At Oswald, you will experience our caring work environment. We care about our Employee-Owners, we care about our customers, and we care about the world around us. Our caring personality comes to life in the form of volunteering in the community. We even give employees paid time off to volunteer with an organization of their choice.

At Oswald, you will achieve a work-life balance. We care about your physical and emotional well-being, so work-life balance is encouraged and practiced. We understand you have a life outside of work, and we want you to live it.

At Oswald, you will have access to a world-class Total Rewards package. We truly value our people, which shows in our compensation, benefits, and perks.

• In addition to competitive pay, we have designed a performance-based annual incentive program. All employees are eligible to earn a bonus by meeting performance objectives. 

• Comprehensive medical, dental and vision plans and numerous supplemental benefit offerings.

• Paid time off annually and a sabbatical at every 10-year service anniversary.

• Ownership in the company in the form of company stock (discretionary profit-sharing and 401(k) match contribution)

• Assistance with parking expenses, discount programs for area services/experiences, and financial support for professional development and licensure/designations

• Access to specialized leadership development programming designed to take your career to the next level.

• And so much more!

To learn more about Oswald, our culture and everything we have to offer, visit us on LinkedIn.

Oswald, a Unison Risk Advisors company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic.