The Team Lead will mentor and coach TSRs and Commercial brokers, improve processes, and ensure high-quality customer service. Responsibilities include performance management, onboarding new talent, implementing best practices, and managing escalations. This role is focused on leadership, coaching, and operational oversight to enhance team performance.
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.
Zensurance Toronto, Ontario, CAN Office
200 University Ave, Toronto, Ontario, Canada, M5H 3C6
Similar Jobs
Be an Early Applicant
The Senior Business Systems Consultant at TransUnion will analyze and translate business requirements into technical needs, manage delivery across different systems frameworks, and facilitate collaboration among cross-functional teams. The role involves process documentation and ensuring effective communication of project updates to stakeholders.
Be an Early Applicant
The Senior Advisor, Business Process Management, leads the optimization of business processes across TU Canada, collaborates with stakeholders to implement improvements, manages change, develops key performance indicators, and drives continuous improvement initiatives.
Be an Early Applicant
The CPFR Manager is responsible for driving customer satisfaction through effective demand forecasting and inventory management. This role involves collaboration with sales, customer service, and supply chain teams to ensure product availability and operational excellence. Key responsibilities include maintaining customer relationships, developing key performance indicators, and leading continuous improvement initiatives.
What you need to know about the Toronto Tech Scene
Although home to some of the biggest names in tech, including Google, Microsoft and Amazon, Toronto has established itself as one of the largest startup ecosystems in the world. And with over 2,000 startups — more than 30 percent of the country's total startups — Toronto continues to attract new businesses. Be it helping entrepreneurs manage their finances, simplifying business operations by automating payroll or assisting pharmaceutical companies in launching new drugs, the city's tech scene is just getting started.
