Team Lead - Process (Hybrid)

We are hiring a Team Lead to join our growing Technical Service and Buy Online Team! This is an excellent opportunity for an individual who thrives in process implementation and improvement, coaching and mentoring a team of TSRs and Commercial brokers striving to provide a first-class customer experience for our clients.

Reporting to the Practice Leader of Claims & Compliance, in this role, you will be required to mentor and coach a team of TSRs and Commercial brokers in addition to monitoring and improving best practices and process improvement for our clients. Process improvement, coaching and mentoring are key to driving success in this role.

This position is a hybrid position requiring 3 to 4 days per week in our office.

Responsibilities:

• Leadership
• Must continue to learn and inspire others to continue to learn as well.
• Build up others and inspire their colleagues to do things that are more challenging than what they might think they are capable of.
• Will be accountable for managing and driving performance to exceed company targets, by conducting team meetings and impactful performance plans to elevate results.
• Must perform one-on-one meetings with each of their direct reports and work to discover action items to help them improve.
• Actively shadow team members and coach them to lift their performance to achieve desired levels.
• Assist in the onboarding and training of new talent and set them up for success.
• Other duties as assigned.
• Operations
• Prepare and follow up on progress trackers for direct reports.
• Implement best practices for process improvements and defining metrics.
• Train brokers and TSRs on best practices for administrative, online chat and underwriting guidelines.
• Work closely with leads and tickets to ensure service, business process and operations are consistent with quality standards.
• Manage and oversee escalations with integrity and direction to the client.
• Host and support internal audit preparation, process and follow up.
• Manage and distribute Zen website inquiries and triage support emails and general voicemail inbox that is not assigned.
• Other duties as assigned.

Requirements:

• RIBO license is required.
• Over 3 years of broking or underwriting experience.
• At least one year of people management or mentorship experience.
• Persistence and agility to meet set targets consistently.
• Ability to communicate effectively with multiple stakeholders.
• Attention to detail and demonstrated flexibility in managing multiple clients at a time.
• CAIB/CIP would be an asset.
• Experience working in a call center would be an asset.