Team Lead – Process

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.