Team Leader, Insurance Operations

HUB International•Windsor, ON

6d•CA$62,500 - CA$70,000•Hybrid

About The Position

The Team Leader, Insurance Operations is responsible for developing and supporting their employees, as well as coordinating the activities of their team to ensure that all goals are met within company standards. The Team Leader will participate in cross divisional process alignment discussions to maximize efficiency while maintaining a positive work environment and an effortless customer experience.

Requirements

Appropriate insurance license in good standing.
Experience as a Broker.
Strong computer skills.
Availability to work various shifts and days of the week as required in order to support the staff.
Ability to handle fluctuating work volumes in a fast paced, customer focused environment.
Ability to work independently and in a team environment.
Ability to communicate clearly and concisely.

Nice To Haves

Post-secondary education preferred.
Senior broker or peer coach experience preferred.
Management experience is an asset.

Responsibilities

Support staff by identifying developmental needs through active monitoring of work activities and assist employees in reaching their full potential by completing regular performance reviews, coaching sessions, and creating individualized coaching plans when necessary.
Recognize and encourage areas of strength and initiate corrective steps to address areas of concern through coaching opportunities and documenting important details.
Collaborate with Department Managers and HR on employee performance and behaviour issues including progressive discipline, up to and including terminations.
Act as a technical and workflow resource for the team by maintaining a good working knowledge of all applicable data systems, portals, customer relationship management and policy management systems, providing procedural training, guidance, and feedback to the team.
Handle and document the outcome of escalations and use the situations as developmental and coaching opportunities to avoid future occurrences.
Actively participate in management meetings focused on evaluation of results and planning for anticipated volumes.
With management, participate in cross divisional process alignment discussions and effectively communicate required information to staff.
Assist with staff schedule coordination and oversee the time management system to ensure contact centre performance expectations are met.
Participate in the interview and selection process of potential candidates and communicate results to HR with detailed interview notes and examples.
Participate in extracurricular team building activities which may occur outside of office hours.
Perform other duties as assigned.