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.
- 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.
- 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.
Average salary estimate
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Are you ready to take your career to the next level as a Team Lead - Process? Join our innovative Technical Service and Buy Online Team in Toronto, ON, where we're on the lookout for a dynamic leader to help us thrive in process implementation and improvement. This is your chance to step into a pivotal role that focuses on mentoring and coaching a talented group of TSRs and Commercial brokers committed to delivering an outstanding customer experience. Reporting directly to the Practice Leader of Claims & Compliance, you will play a crucial role in cultivating a culture of excellence within your team. By guiding others, not only will you help elevate their performance, but you'll also be instrumental in achieving and surpassing company targets. Your responsibilities will include conducting one-on-one meetings to uncover actionable insights for team members, implementing best practices, and actively participating in onboarding new talent. Although this position is hybrid, requiring 3 to 4 days in the office, your leadership will have a broader impact on operations, from overseeing escalations with integrity to managing various service inquiries. If you possess a RIBO license, have over three years of broking or underwriting experience, and have a knack for communication and mentorship, we want to hear from you! Come join us in crafting success stories and making a difference in our clients' experiences.
By
Zensurance
Our secret sauce is all about our culture. Here at Zensurance our culture is built on three core values that we live and breath everyday, they are: INSPIRE: We put people first and empower them to be the best they can be. INVENT: We take an inn...
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