Employee Navigator Team Lead

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Brown & Brown is seeking an Employee Navigator Team Lead to join our growing team! The Team Lead is responsible for overseeing the successful delivery, quality, and performance of a defined book of business supported through the Employee Navigator benefits administration system. This role leads a cross-functional pod aligned to specific B&B offices and their clients, ensuring seamless implementation, renewal, and ongoing service delivery. The Team Lead serves as both a people leader and a hands-on subject matter expert, responsible for coaching and developing team members while maintaining the ability to directly support project execution, service needs, and escalations. This role owns overall pod performance, ensuring deadlines are met, deliverables are accurate, and client expectations are consistently exceeded. How You Will Contribute: Pod Leadership & Delivery Oversight Own the end-to-end delivery and performance of the pod, including implementations, renewals, and ongoing service work. Ensure all projects and service requests are completed on time, within scope, and meet established quality standards. Monitor workloads across the pod and proactively balance resources within the pod and collaborate across teams to meet demand and deadlines. Leverage data and metrics from ticketing systems to monitor team performance, ensure timely ticket management, and maintain accurate time tracking. Analyze workload and performance data to proactively balance work within the pod and across pods, ensuring optimal resource allocation and throughput. Use data-driven insights to identify trends, risks, and areas for improvement, driving accountability and operational efficiency across the team. Drive accountability for results, ensuring team members meet performance expectations and deliverables. Coaching, Mentorship & Team Development Provide ongoing coaching, mentorship, and development to pod members across all roles in the pod. Establish clear performance expectations and partner with team members to set individual goals aligned to pod and organizational objectives. Hold team members accountable for performance standards, goals, and deliverables through regular feedback and follow-up. Conduct performance reviews and provide consistent, actionable feedback to support employee growth and development. Lead onboarding and training new hires, ensuring successful integration into the pod and organization. Foster a collaborative, high-performing team environment focused on continuous improvement. Client & Office Relationship Management Build and maintain strong relationships with aligned B&B offices and key client stakeholders. Serve as the primary escalation point for client and internal issues, ensuring timely resolution with a focus on client satisfaction. Partner with offices to understand client needs, risks, and priorities, proactively addressing potential challenges. Escalation & Issue Resolution Own and manage escalations across the pod, applying strong problem-solving and root cause analysis skills. Ensure issues are resolved efficiently and effectively, minimizing client impact and preventing recurrence. Collaborate with internal teams (Data/EDI, Business Development) to resolve complex challenges. Notify senior leadership timely of necessary escalations. Operational Excellence & Process Improvement Ensure adherence to established processes, tools, and best practices across the pod. Identify opportunities for process improvement and drive initiatives to enhance efficiency, quality, and team performance. Support adoption and execution of operational models, including the Single Project Owner (SPO) approach. Hands-On Support & Subject Matter Expertise Maintain expert-level knowledge of the Employee Navigator platform and related workflows. Provide hands-on support for implementations, renewals, and service work as needed based on resource demands. Step in to support project management, configuration, service, or data/QA functions when necessary. Assign and manage team workloads. Essential Duties for the Role Applicable Software Tools Demonstrates expert knowledge of Employee Navigator and benefits administration processes. Utilizes CRM, ticketing, and project management systems to manage workload, track progress, and ensure visibility. Clients / Client Projects Oversees a defined book of business, ensuring high-quality execution across all client engagements. Applies sound judgment to manage competing priorities, deadlines, and client expectations. Relationships Develops trusted advisor relationships with internal teams and external stakeholders. Represents the organization professionally in all client and partner interactions. Supervisory Directly manages pod members, including performance management, coaching, and career development. Ensure timely and accurate completion of all individual and team responsibilities. General Pursues ongoing professional development and stays current on industry trends and system enhancements. Performs other duties as assigned. Skills & Experience to Be Successful: Required Bachelors degree or equivalent work experience 5+ years of experience in benefits administration or related field 3+ years of experience working with Employee Navigator Proven ability to manage multiple priorities and deadlines in a fast-paced environment Strong problem-solving and escalation management skills Excellent communication and interpersonal skills Proficiency with MS Office Suite Preferred 35 years of people leadership experience Experience with CRM, ticketing, and/or project management systems Prior experience leading implementations and renewals within a benefits administration environment Pay Range 75,000.00 - 95,000.00 Annual The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role. Teammate Benefits & Total Well-Being We go beyond standard benefits, focusing on the total well-being of our teammates, including: Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations. Recruiting Vendor Disclosure Statement Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page. The Power To Be Yourself As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, The Power to Be Yourself. We think of ourselves as a team, so we have teammates - not employees. We strive to attract people who are competitive, driven, and disciplined. Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Founded in 1939 as a small, two-partner firm, Brown & Brown (NYSE: BRO) and our team of companies have grown into one of the worlds largest insurance brokerages while staying true to our foundation of trust, resilience, and delivering results. With a team that is as connected locally as it is globally, our high-performing, highly collaborative team delivers innovative risk and insurance solutions. We look for individuals who embrace our culture, thrive in a collaborative environment, are driven to grow and succeed, and are committed to always doing what is right. With a unique culture built on integrity, superior capabilities and grit, we value teamwork, trust and courage. We think of ourselves as a team, so we have teammatesnot employees, and leadersnot managers. Everything we do is about the greater WEnever me.While diverse in abilities and experience, we are all connected through our core values, a commitment to our local communities and a shared missionalways doing what is best for our customers. Brown & Brown and its affiliates maintain an internal recruiting team responsible for filling open roles posted to the public. In certain situations, Brown & Brown may supplement its internal capabilities by engaging external recruiting vendors and employment agencies (Recruiting Vendors). Recruiting Vendors are not authorized to submit resumes, share candidate data, or directly or indirectly contact Brown & Brown employees to present candidates for employment opportunities. The only exception applies to Recruiting Vendors with an active Valid Agreement (as defined below) that has been approved by Brown & Brown. In accordance with this policy, and to ensure appropriate authorization for sharing candidate personal information, Brown & Brown will not accept unsolicited resumes from any source other than Authorized Recruiting Vendors with a Valid Agreement in place who have been expressly invited to support a specific role. Any unsolicited resumes, incomplete submissions, or candidate data received through any means (including email or otherwise) will be considered the property of Brown & Brown. Brown & Brown will not pay any placement or related fees for unsolicited submissions or candidate data provided in violation of this policy. Such submissions may be used by Brown & Brown without any obligation to pay fees of any kind to Recruiting Vendors. A Valid Agreement is defined as a written contract signed by an authorized representative of Brown & Brown. In the absence of a Valid Agreement, Brown & Brown assumes no liability under any legal theory, including but not limited to breach of contract, breach of implied contract, tortious interference, quantum meruit, any/or any other contractual or equitable claims in connection with candidates identified through unsolicited submissions made in violation of this policy. If you are an existing Brown & Brown teammate, please click here to apply to a job on our internal career site.