Commercial Operations Team Lead

HUB International•Winnipeg, MB

11d•Onsite

About The Position

The Commercial Operations Team Lead is a working supervisory role responsible for the day-to-day oversight, coaching, and performance management of the Account Associate and Independent Business Unit (IBU) teams within HUB International’s Manitoba commercial operations. This role serves as the primary point of contact for operational questions, workflow issues, and process adherence across the Account Associate and Independent Business Unit (IBU) Account Advisor functions. The Team Lead is the first point of escalation for IBU-related matters and is responsible for the day-to-day operations of the IBU, working closely with the AVP, Commercial Operations. The Team Lead ensures that established Service Level Expectations are followed consistently, that service delivery timelines are met, and that team members receive the coaching and mentorship they need to develop professionally and perform at a high level. The Team Lead does not carry a dedicated book of business but must have sufficient technical knowledge of commercial insurance operations to step in and support producer books as needed, troubleshoot complex file issues, and provide credible guidance to team members on day-to-day tasks including renewals, endorsements, certificates, invoicing, EPIC management, and accounts receivable follow-up. The Team Lead prepares and delivers monthly and quarterly operational reports as directed by the AVP, including but not limited to team performance metrics, AR aging summaries, and IBU portfolio reporting. The Team Lead is expected to refine report formats and content as needed to support departmental decision-making. The Team Lead works closely with the AVP, Commercial Operations to align team performance with broader operational goals, escalate systemic issues, and contribute to process improvement initiatives. While the AVP remains actively involved in strategic direction and key decisions, the Team Lead manages the daily execution.

Requirements

Minimum 4–6 years of experience in commercial insurance operations, with demonstrated proficiency in the Account Associate and/or Account Advisor functions.
CAIB designation (or completion of CAIB 1, 2, and 3).
Level 2 insurance license.
Motivated to help support a diverse team and contribute to a team environment.
Pro-active and a self-starter with a keen attention to detail.
Demonstrated ability to communicate effectively in both written and verbal.
Works well in a fast paced, client-focused environment.
Proficiency in windows-based computer systems.

Nice To Haves

Previous supervisory, team lead, or mentorship experience is strongly preferred.
CIP designation is an asset.

Responsibilities

Provide day-to-day oversight, coaching, and performance management of the Account Associate and Independent Business Unit (IBU) teams.
Serve as the primary point of contact for operational questions, workflow issues, and process adherence across the Account Associate and Independent Business Unit (IBU) Account Advisor functions.
Act as the first point of escalation for IBU-related matters.
Manage the day-to-day operations of the IBU.
Ensure established Service Level Expectations are followed consistently and service delivery timelines are met.
Provide coaching and mentorship to team members for professional development and high performance.
Utilize technical knowledge of commercial insurance operations to support producer books as needed.
Troubleshoot complex file issues.
Provide credible guidance to team members on day-to-day tasks including renewals, endorsements, certificates, invoicing, EPIC management, and accounts receivable follow-up.
Prepare and deliver monthly and quarterly operational reports, including team performance metrics, AR aging summaries, and IBU portfolio reporting.
Refine report formats and content as needed to support departmental decision-making.
Work closely with the AVP, Commercial Operations to align team performance with broader operational goals, escalate systemic issues, and contribute to process improvement initiatives.
Manage the daily execution of operations.