Team Leader, Mailroom

4 months ago

Toronto, Canada Foresters Financial Services, Inc. Full time

Career Opportunity

Role Title

Team Leader, Mailroom & Packaging

Purpose of role

As a member of Insurance Operations, the Team Leader, Mailroom & Packaging is accountable for achieving high quality business results through effective daily management of team processes and workflow. The Team Leader, Mailroom & Packaging will ensure a consistent and exceptional service experience for internal & external customers by ensuring the front-line employees are engaged, coached and skilled to meet the department’s performance targets.

Service delivery will consist of operational efficiency with a focus on enhancing the customer experience in addition to coordinating with external vendors to ensure alignment with Foresters service level agreements and customer experience. The Team Leader, Mailroom & Packaging will also play a key role in supporting the implementation of major change initiatives.

Job Description

Key Responsibilities
- Build, lead, and sustain a high performing team ensuring that daily workflow is managed and that Service Level Agreements (SLA’s) are met and maintained.
- Conduct monthly one-on-one meetings and assessments for individual members of the team to review performance, quality, and maintain engagement.
- Responsible for recruiting, people and performance management, including coaching, employee recognition and engagement, and providing opportunities for learning and development.
- Ensure the highest level of customer service and facilitate all actions necessary including escalation resolution by conducting research and analysis and, where appropriate, recommending solution to the management team.
- Attend project or process change meetings to ensure that, as a stakeholder, Document Services is aware of and has input on proposed changes.
- Produce and analyze reports to identify and anticipate trends, potential obstacles/challenges, and to proactively implement solutions to mitigate risk of loss or service delay.
- Ensure team members are trained and updated on process changes and competent in all the required functions, Privacy and compliance regulations, company-approved technologies, and tools to effectively assist, support and resolve customer inquiries.
- Build and maintain a strong relationships with external vendors and suppliers, negotiate preferred rates, co-ordinating shipping and receiving schedules, logistics, and research alternative products when necessary.
- Support a positive, motivating work environment that values the people and encourages participation, creativity, learning and accountability.
- Initiate, validate and implement process improvement recommendations, with appropriate approval. Act as a change sponsor to ensure successful implementation of new processes, procedures, systems, etc.
- Collaborate with other leaders and staff within Insurance Operations to ensure that all functions are fully integrated and are in accordance with the company’s goals, objectives and service level agreements.

Key Qualifications
- Post secondary or equivalent experience.
- 2-4 years of demonstrated leadership experience as Team Leader or Supervisor, preferable in the insurance/financial industry.
- Strong people leadership skills with the proven ability to adapt and implement on-going changes, ensuring a seamless transition to the customer.
- Proven ability to communicate effectively with all levels within an organization, including senior management, peers, and direct staff. This also includes building rapport with external vendors.
- Demonstrated ability to coach and mentor front line employees to create a high performing team.
- Strong sense of personal accountability, judgment, confidence and flexibility. Ability to exercise independent discretion at all times.
- Well developed problem solving, analytical and decision making skills, including the ability to analyze situations, diagnose problems, develop and implement solutions, often within narrow timeframes.
- Ability to forecast anticipated changes to work volumes and successfully achieve established service level agreements (SLA) within a fast paced environment.
- Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers.
- Ability to self-manage workload and priorities in a changing and evolving environment. This includes effective and efficient time management, multi-tasking and prioritizing skills.
- Demonstrated ability to prioritize own work and work of others; can work effectively under pressure and time constraints within a fast-paced environment.
- Advanced verbal, written, and interpersonal communication skills required to effectively communicate with all levels of employees and customers.
- Takes initiative to increase knowledge of Foresters Financial business and how own job contributes to our corporate and department objectives. Applies this knowledge to be productive and successful.
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