layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Operations Director at Foundation Risk Partners | LAYIQ

Operational Leadership
Lead day-to-day agency operations.
Design and implement scalable business processes.
Establish operational standards, policies, and performance expectations.
Create accountability frameworks across departments.
Reduce dependency on individual knowledge and manual workflows.
Financial Visibility & Reporting
Develop agency-wide operational and financial reporting.
Establish KPI dashboards for: Revenue
Commissions
Profitability
Client retention
Enrollment performance
Service metrics
Partner with finance to improve forecasting and budgeting.
Monitor operational efficiency and resource allocation.
Client Service & Account Management
Oversee account management and customer service teams.
Create clear ownership models for client servicing.
Establish service standards and escalation procedures.
Improve client retention and satisfaction.
Drive strategic account review processes.
Implementation & Project Management
Build a formal project management framework.
Standardize implementation timelines, milestones, and deliverables.
Improve cross-functional coordination between: Sales
Technology
Enrollment
Account Management
Carriers
Ensure successful onboarding of new clients.
Enrollment Operations
Oversee open enrollment execution.
Optimize counselor deployment and enrollment workflows.
Improve staffing and capacity planning.
Measure participation, enrollment success, and operational performance.
RFP & Proposal Governance
Establish a centralized RFP management process.
Develop proposal templates and content libraries.
Create review and quality-control procedures.
Track proposal metrics and win rates.
Ensure consistency across carrier and client responses.
Technology & Process Improvement
Lead technology strategy and operational modernization.
Oversee agency platforms, enrollment systems, billing systems, and reporting tools.
Prioritize automation opportunities.
Improve data governance and reporting accuracy.
Drive technology initiatives that improve scalability and client experience.
Organizational Development
Evaluate organizational structure and staffing requirements.
Develop succession planning strategies.
Improve role clarity and accountability.
Build management capabilities across departments.
Foster a culture of operational excellence and continuous improvement.
Key Performance Indicators (KPIs)
Financial
Revenue growth
Operating margin
Commission leakage reduction
Budget adherence
Operational
Implementation cycle time
Open enrollment completion rates
Service ticket resolution times
Capacity utilization
Client
Client retention
Net Promoter Score (NPS)
Client satisfaction scores
Renewal success rates
Team
Employee retention
Productivity metrics
Training completion
Succession readiness

Operations Director

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