24 Oct
Definity
Waterloo Regional Municipality
Description
Job Summary
The Team Leader, Broker Services, role contributes to the profitable growth of Economical business by executing on our overall business strategy. They will ensure adherence to service level standards that meet or exceed Brokers' needs and expectations, as well as to standardized operational processes. They will also support the implementation of initiatives as required.
Reporting to the Manager, Broker Services, the Team Leader provides oversight and leadership to a team of front-line Underwriting & Billing Insurance Representatives, focusing on achievement of service level commitments, while effectively managing performance, quality monitoring, productivity levels and results against Key Performance Indicators.
They will also be expected to challenge the status quo, find solutions to problems, and encourage continuous improvement within their team and the department.
They may act as a point of escalation for Broker and Customer inquiries and concerns and are accountable for ensuring brokers receive exceptional service when interacting with Economical.
The Team Leader must exemplify great leadership, build appropriate capabilities, and create a high-performance team culture where people want to be and do their best.
Note: This role will support our National Broker Services hours of operation of 7:30 AM to 6:30 PM EST. You will be on a rotating schedule with shifts starting between 7:30 AM to 10:30 AM EST.
Hybrid Role – this role requires a minimum of 1 day in the office per week with potential of additional days based on need.
Key Accountabilities
Performance and Coaching
Develop, coach/mentor and manages the performance of direct reports,
including identification of areas where performance improvement plans are needed to ensure achievement of business, functional and individual goals as well as performance against defined KPIs.
KPI Management
Interpret data on broker interactions and leverage reporting functionality to align team performance and overall achievement of Service Level Agreements. Ensure barriers to success are readily identified and solutioned.
Quality Monitoring
Ensure quality of service meets business objectives, by acting on feedback provided through the Training and Quality Teams (Call Reviews /Transactional/ Targeted reviews).
Engagement and Recognition
Support employee recognition and engagement activities.
Activities may include encouraging participation in annual engagement survey and executing targeted engagement plans.
Continuous Improvement
Identify, recommend, and support continuous process improvement opportunities within your business unit. Drive a culture of continuous improvement by consistently challenging traditional ways of thinking.
Specialized Knowledge/Skills
- Knowledge of Personal Insurance products and underwriting practices.
- Underwriting skills / experience.
- Customer service focused with a positive helpful attitude.
- Ability to coach, develop, and motivate individuals.
- Strong communication and negotiation skills.
- Ability to solve problems and implement appropriate solutions.
- High level of initiative, self-motivated, and ability to work independently and as a team.
- Superior time management and organizational skills.
Level of Problem Solving
Problems are generally defined. Requires thinking within a well-defined frame of reference and toward specific objectives in situations characterized by functional practices and precedents. Work entails differing situations requiring search for solutions within an area of expertise. Solid logic, problem solving, and analytical skills required.
Experience
- 5+ years of insurance / underwriting experience with prior people leadership experience.
- Univ. Degree / College Diploma or equivalent experience.
- CIP / working toward designation preferred.
- Knowledge of Definity's Personal Insurance offerings and Guidewire an asset.
Salary range: $66,300 - $122,100
▶️ Team Leader, Broker Services
🖊️ Definity
📍 Waterloo Regional Municipality