Personal Insurance Centre-Winnipeg Team Lead

HUB International•Winnipeg, MB

7d•Onsite

About The Position

The Personal Insurance Centre-Winnipeg Team Lead is a supervisory role responsible for the day-to-day oversight, coaching, and performance management of the Personal Insurance Centre–Winnipeg. This role serves as the primary point of contact for operational questions, workflow issues and process adherence across the Personal Insurance Centre--Winnipeg. The Team Lead is the first point of contact for client related escalations and is responsible for the day-to-day operations, working closely with the Regional Manager. 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 personal insurance operations to step in and support account manager books as needed, troubleshoot complex file issues, and provide credible guidance to team members on day-to-day tasks including renewals, endorsements, accounting discrepancies, EPIC management, and accounts receivable follow-up. The Team Lead prepares and delivers monthly and quarterly operational reports as directed by the Regional Manager, including but not limited to AR aging summaries, expiry reports and retention reports. 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 Regional Manager–Personal Insurance Centre Winnipeg to align team performance with broader operational goals, escalate systemic issues, and contribute to process improvement initiatives. While the Regional Manager remains actively involved in strategic direction and key decisions, the Team Lead manages the daily execution.

Requirements

Minimum 5 years of experience in personal insurance operations
CAIB designation (or completion of CAIB 1, 2, and 3) is required
Level 2 insurance license is required
Motivated to help support a diverse team and contribute to a team environment
Pro-active problem solver 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

Day-to-day oversight, coaching, and performance management of the Personal Insurance Centre–Winnipeg.
Serve as the primary point of contact for operational questions, workflow issues and process adherence.
Act as the first point of contact for client related escalations.
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.
Support account manager books as needed, troubleshoot complex file issues, and provide guidance on renewals, endorsements, accounting discrepancies, EPIC management, and accounts receivable follow-up.
Prepare and deliver monthly and quarterly operational reports (e.g., AR aging summaries, expiry reports, retention reports).
Refine report formats and content to support departmental decision-making.
Collaborate with the Regional Manager to align team performance with operational goals, escalate systemic issues, and contribute to process improvement initiatives.