Assistant Manager, Personal Insurance
3 weeks ago
POSITION OVERVIEW
The Assistant Manager, Personal Insurance will support the team in driving excellent customer service, maintaining efficient workflows, and meeting team objectives. The role focuses on coaching and supporting team members, fostering a positive environment, and ensuring the team meets or exceeds company standards. The Assistant Manager will also assist with day-to-day operations, resolve client issues, and ensure continuous development for all team members while retaining a book of business.
RESPONSIBILITIES:
Team Support & Development
- Guide and support team members to ensure productivity standards are met and exceeded.
- Conduct regular check-ins and provide coaching to enhance individual and team performance.
- Collaborate with leadership to ensure team members have the necessary resources, tools, and knowledge to perform effectively.
- Identify skill gaps and work with stakeholders to facilitate training and development opportunities.
- Foster a motivating and engaging environment that encourages team collaboration and growth.
Customer Experience
- Lead by example in delivering exceptional customer service and ensuring the team adheres to company procedures.
- Resolve escalated client complaints promptly and professionally, aiming to de-escalate issues proactively.
- Ensure the team provides timely and accurate responses to customer inquiries, ensuring a high standard of service.
- Support the development and implementation of strategies to improve customer service.
Operations & Productivity
- Oversee daily tasks and ensure the team completes activities efficiently and accurately, including processing ICBC, home, and private insurance transactions.
- Collaborate with management to monitor team productivity and address any areas for improvement.
- Ensure that team members meet or exceed KPIs set by leadership.
- Work with management to streamline workflows and improve overall operational efficiency.
Technical Expertise
- Maintain and grow expertise in Personal Insurance
- Ensure that team members are equipped with the knowledge to handle all technical queries effectively.
- Support the team in utilizing systems like Epic for accurate record-keeping and updates.
Collaboration & Communication
- Maintain regular communication with management and other team leads to stay aligned on team objectives and performance.
- Work closely with leadership to refine processes and improve team operations.
- Share insights and feedback from the team to help improve overall departmental strategies.
Additional Responsibilities
- Participate in ongoing training and professional development to continue growing technical and leadership skills.
- Assist in any additional duties as required to support the team and department goals.
Additional duties and responsibilities may be added during the course of employment.
Requirements:
- Strong knowledge of Personal Insurance policies and industry standards.
- Proven experience in a team or similar role in the insurance industry.
- Strong customer service and problem-solving skills.
- Ability to coach and motivate team members to achieve collective goals.
- Knowledge of insurance systems such as Epic is an asset.
Waypoint is actively committed to supporting 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.
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