POSITION OVERVIEW:
The role of Team Lead is responsible for guiding and motivating a team to achieve company goals while fostering a positive and collaborative work environment. This role focuses leadership in building a culture of teamwork, promoting exceptional service and sales performance, training and developing team members, and serving as a contact for carrier-related matters. This role reports to the Director, Group & Affinity.
RESPONSIBILITIES:
Leadership
- Coordinating activity levels to meet service levels.
- Build a culture of teamwork and accountability amongst Service Team.
- Ensure team is positioned to help throughout the entire client lifecycle, including handling questions, recommending optional coverage and/or limits. Promote re-leads, referrals and expiry dates for all units of PIB. Encouraging scripting to round out accounts, ask for referrals and testimonials.
- Promote outbound calls to clients supporting once and done policy reviews in portal, remarket quotes to save and build referrals to PIB. Real time coaching, scripting and mentoring with all touch points, with a focus on in/outbound calls and fostering leads throughout the service cycle
- Assist with client complaints and concerns, including call-backs with AMs and JAMs to assist with any escalation from prospects or clients. Team Leads are to call VIP and ensure PLPR renewals are falling within the operations guidelines aligned with strategic initiatives for retention.
- Encouraging AMs to mentor
- Monitor feedback within the PL Department and identify process gaps – keeping the Director Group & Affinity up to date.
- Assist with team meetings, adding agenda and content to support broker goals and tactics Complete audits with team, document results, and provide feedback and coaching based on results, as per schedule and format outlined by Director Group & Affinity.
- Be available via phone/teams to consult, assist and support the PL Department with process, client concerns and how to best perform their roles.
- Stay current on market and industry information and/or trends and sharing information broadly so team understands how this impacts their roles.
- Team Leads backup the service queues to provide front line contact to assist clients with all policy reviews and coverage changes, VIP needs, and to ensure service level agreements by PIB and insureds are met.
- Provide team with back-up support as needed due to role vacancies and/or absences.
- Team Lead is required to work in the branch four days of the week and be open and adaptable
Training and Development
- Provide coaching, mentoring, and training as required to build team's technical knowledge and professional skills with guidance and tools to be successful in their roles.
- Ensure service team follow PIB policies and Epic workflows.
- Be available via phone/teams to consult, assist and support the PL Department with process, client concerns and how to best perform their roles.
- Complete one-on-one meetings with team as per schedule outlined by Director of General Insurance Operations.
- Help team learn to problem solve and empower them to act when the solution is understood.
- Maintain E&O awareness – ensuring that your team understands E&O exposures and works diligently to minimize risk.
Carriers
- Work with insurance companies to resolve issues and to increase Navacord brand excellence in any capacity.
- Assist in setting up insurance company portal logins, triage insurance company portal issues.
- Complete in suspense lists from insurance companies.
REQUIREMENTS:
- Strong leadership and motivational skills
- Excellent written and verbal communication
- Technical product and industry knowledge
- Time management – working within deadlines
- Trouble shooting and problem solving
- Conflict management
- Attention to detail
- Deep understanding of Microsoft Suite, EPIC, Insurance Company Portals)
We Offer:
- Health and Dental Benefits
- RRSP Match Program
- Bonus
- Hybrid Work Environment
- Paid Vacation Time
- Sick Days
- Additional PTO available
This is a replacement role.
*Navacord DOES NOT utilize artificial intelligence in the screening, assessment, or selection of applicants for this position.
Navacord is actively committed to support diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities. We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons to apply. We are committed to providing accommodation upon request for applicants and employees with disabilities. If you require accommodation, we will work with you to meet your needs.
