High Net Worth Team Lead

Position Summary

The High Net Worth (HNW) Team Lead serves as the operational and technical leader for assigned High Net Worth (HNW) projects within the West Division. This role is responsible for ensuring exceptional project execution, technical accuracy, client satisfaction, and compliance with Client Insurance service standards and service level agreements (SLAs).

As a subject matter expert and trusted resource, the HNW Team Lead partners with Project Directors, Project Managers, adjusters, and executive leadership to provide strategic direction throughout the project lifecycle. This position ensures projects are executed in accordance with established HNW Standard Operating Procedures (SOPs), while maintaining ATI's commitment to operational excellence and delivering a best-in-class customer experience.

Key Responsibilities

Technical Leadership & Estimate Oversight

• Review all project estimates for completeness, technical accuracy, and alignment with adjuster and client expectations prior to submission or contract execution.
• Ensure estimates meet company standards, Client requirements, and approved project scope.
• Provide technical guidance and recommendations to improve estimate quality, consistency, and project outcomes.
• Support project teams by applying industry best practices and construction expertise throughout the estimating process.

Project Leadership & Operational Support

• Partner with Project Directors (PDs) and Project Managers (PMs) during project planning, budgeting, buy-out activities, and initial schedule development.
• Provide operational oversight throughout project execution to ensure efficient workflows and successful project delivery.
• Review weekly project updates to verify progress aligns with approved schedules, budgets, and project milestones.
• Collaborate with PDs and PMs to identify project risks and implement schedule adjustments that maintain project momentum.
• Reinforce operational best practices and promote consistency across all High Net Worth projects.

Client Satisfaction & Issue Resolution

• Serve as the primary escalation point for Client leadership, adjusters, and clients regarding complex project concerns.
• Support Project Directors in resolving service-related issues while maintaining strong customer relationships.
• Ensure projects consistently meet or exceed Client service level agreements (SLAs) and customer expectations.
• Maintain accountability for delivering an exceptional client experience from project initiation through completion.
• Proactively identify opportunities to improve communication, service quality, and overall customer satisfaction.

Operational Coordination & Quality Assurance

• Partner closely with the assigned NPAC SLA Specialist to ensure administrative documentation, communication, reporting, and project tracking activities are completed accurately and timely.
• Focus leadership efforts on project quality, technical oversight, compliance, and operational excellence while leveraging administrative support for documentation management.
• Ensure all High Net Worth projects comply with established HNW Standard Operating Procedures (SOPs), company policies, and Client documentation requirements.
• Monitor project quality and identify opportunities for continuous improvement in execution, documentation, and client service.

Other

• Provide guidance and support to project teams as needed throughout the project lifecycle.
• Respond to escalated project issues and client concerns beyond standard business hours when necessary.
• Perform work in office and field environments, including project site visits as required.
• Perform other duties as assigned.

Education and Experience

• Bachelor's degree in Construction Management, Business, Engineering, or a related field preferred; equivalent industry experience may be considered.
• Five (5) or more years of leadership experience in restoration, reconstruction, construction management, or related industries.
• Demonstrated experience managing complex residential or commercial restoration projects, preferably within High Net Worth client environments.
• Strong technical knowledge of estimating, construction methods, project planning, budgeting, scheduling, and project delivery.
• Experience working with insurance carriers, adjusters, and premium client service expectations preferred.
• Prior experience in leadership roles such as Senior Project Manager, Project Director, Construction Manager, Operations Manager, or similar positions is preferred.

Competencies

Leadership - Provides direction, mentorship, and accountability while fostering collaboration and high team performance.

Technical Expertise - Demonstrates advanced knowledge of restoration, reconstruction, estimating, and construction best practices.

Operational Excellence - Drives consistent project execution through planning, organization, quality control, and continuous improvement.

Customer Focus - Builds trust with clients, adjusters, and internal stakeholders while delivering exceptional service experiences.

Problem Solving - Identifies complex issues, evaluates solutions, and makes timely, informed decisions that support project success.

Communication - Communicates effectively with project teams, executive leadership, clients, adjusters, and business partners.

Financial & Business Acumen - Understands project budgets, estimating, scheduling, and operational impacts to support profitable project delivery.

Quality & Compliance - Ensures adherence to company policies, Client requirements, service level agreements, and High Net Worth Standard Operating Procedures.

Note: This position operates in strict accordance with the High Net Worth (HNW) Project Team Standard Operating Procedures (SOPs), ensuring all assignments meet established compliance, documentation, and service standards.

Footnote: While this position primarily supports Client assignments within the West Division, the HNW Team Lead may provide leadership, oversight, and operational support for other clients, accounts, or divisions as business needs require.