Director of Operations, Technology Practice (Small & Middle Market)

Your responsibilities

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Key responsibilities

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• Lead operational strategy and execution for Lockton's Technology Practice Small and Middle Market client segment, ensuring scalable growth and service excellence.
• Partner with Practice Leadership, Producers, Client Executives, and Service Teams to optimize client delivery models and operational effectiveness.
• Develop and implement processes, workflows, and best practices that drive efficiency, consistency, and profitable growth.
• Establish and monitor key performance indicators (KPIs), operational metrics, and service standards to support business objectives.
• Lead, mentor, and develop high-performing operations and client service teams, fostering a culture of accountability and continuous improvement.
• Drive technology adoption, workflow automation, and process improvement initiatives to enhance operational performance.
• Collaborate with leadership on workforce planning, resource allocation, budgeting, and capacity management.
• Support client retention efforts by ensuring exceptional service delivery and helping resolve complex operational or service issues.
• Ensure compliance with company policies, carrier requirements, and applicable industry regulations.
• Identify operational risks and opportunities and make recommendations that support strategic business goals.

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Qualifications

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Qualifications

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• Bachelor's degree in Business Administration, Insurance, Risk Management, Finance, or a related field; equivalent experience will be considered.
• 10+ years of experience within the insurance brokerage, risk management, employee benefits, or professional services industry.
• 5+ years of leadership experience overseeing operations, client service, or related business functions.
• Strong knowledge of commercial insurance brokerage operations, service delivery models, and agency management practices.
• Experience supporting technology industry clients and understanding the unique risks and insurance needs of growth-focused organizations preferred.
• Demonstrated success leading process improvement, operational transformation, and organizational growth initiatives.
• Proven ability to build, develop, and lead high-performing teams across multiple functions.
• Strong analytical, financial, and strategic planning skills with the ability to use data to drive business decisions.
• Excellent communication, relationship management, and stakeholder influence skills.
• Proficiency with Microsoft Office Suite and brokerage management systems, with the ability to travel as business needs require.