Team Lead, Insurance Operations

Foresters Financial•Toronto, ON

9d•CA$65,000 - CA$95,000•Hybrid

About The Position

The Team Leader, Insurance Operations, is accountable for achieving the required business results through effective process, workflow and quality management, including but not limited to driving workforce efficiencies. The Team Leader will have input to the Manager's accountabilities as it relates to performance reviews, daily coaching and team development. The Team Leader will ensure a consistent and exceptional service experience for internal & external customers by ensuring the front-line employees are motivated, coached and skilled to meet the department's performance targets. Service delivery will consist of operational efficiency with a focus on enhancing the customer experience and relationship with Foresters Financial. The Team Leader will also play a key role in supporting the implementation of major change initiatives.

Requirements

Minimum 5+ years of progressive leadership experience, preferably within the insurance / financial /CaII center leadership role
College Diploma or University Degree an asset
Strong people leadership skills with the proven ability to adapt and implement on-going changes, ensuring a seamless transition to the customer
Demonstrated ability to coach and mentor front line employees to create a high performing team
In depth product, system and regulatory knowledge with proven ability to adapt and implement on-going changes, ensuring a seamless transition to the customer
Strong sense of personal accountability, mature judgment, confidence and flexibility. Ability to exercise independent discretion at all times
Well developed problem solving, analytical and decision-making skills, including the ability to analyze situations, diagnose problems, develop and implement solutions, often within narrow timeframes, e.g. preventing complaints from escalating further and turning potentially damaging caller situations into positive caller experiences. Further includes being able to facilitate creative problem solving with others. Also includes being a forward thinker
Ability to forecast anticipated changes to work volumes and successfully achieve established service level agreements (SLA) within a fast-paced environment
Must have the initiative and ability to look for and champion improvement opportunities
A "take charge" attitude along with the ability to self-manage workload and priorities in a changing and evolving environment. This includes effective and efficient time management, multi-tasking and prioritizing skills
Demonstrated ability to prioritize own work and work of others; can work effectively under pressure and time constraints within a fast-paced environment
Advanced verbal, written, and interpersonal communication skills required to effectively communicate with all levels of employees and customers
Ability to work in a new and ambiguous environment where tasks, processes, procedures, and lines of authority are evolving and changing. Also possessing an aptitude in teaching and guiding the effectiveness and usability of new systems and tools
Understand the implications of data input, content and quality to all systems, departments and end customers
Takes initiative to increase knowledge of Foresters Financial business and how own job contributes to our corporate and department objectives. Applies this knowledge to be productive and successful
Intermediate to advanced level proficiency with computer applications (Microsoft Office)

Responsibilities

Build, manage and sustain a high performing service team ensuring that service and quality objectives are being attained and maintained on a consistent basis
Ensure the highest level of customer service and facilitate all actions necessary including research and follow up to positively satisfy customer needs. This includes building and forging strong relationships with field partners and internal customers
Provides frequent, direct coaching and development to team members including daily huddles, weekly 1 on 1 coaching, development planning and goal setting
Support a positive, motivating work environment that values the people and encourages participation, creativity, learning and accountability
Manage all scheduling and workflow for NB case management teams, ensuring daily workflow is managed within compliance, audit, quality and SLA standards
Conduct gap analysis, root cause and validation for continuous improvement opportunities. Initiate and implement process recommendations, with appropriate approval.
Act as a change sponsor to ensure successful implementation of new processes, procedures, systems, etc.
Facilitate feedback from Team members to one-up Manager
Handle escalation resolution with minimal to no supervision
Evaluates Case Manager phone calls on a regular basis and scores calls based on internal quality standards
Collaborate with other leaders and staff within Insurance Operations to ensure that all functions are fully integrated and are in accordance with the Company's goals and objectives, ensuring that all overarching SLAs are considered, met and/or exceeded
Proactively support the Management Team with required reports, summaries, investigations, feedback, and potential challenges.
Effectively liaise and negotiate with other business units to resolve and enhance customer service expectations and business deliverables
Represent Insurance Operations on audit investigations providing clarification and details of processes and any exception-based decisions
Responsible/ accountable for onboarding, training of new hires