Supervisor, Inside Sales

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

Reporting to the Director, Sales - Protection Solutions, the Supervisor will provide leadership to a strong team of Licensed Insurance Advisors while ensuring that established objectives in sales, service level and quality standards are met. Through internally generated leads, your team will be selling Health & Dental, Life, and Travel insurance via telephone/web.

Affinity Markets has relationships with numerous high-profile associations and external businesses, therefore the Supervisor as part of the greater leadership team can impact the Company’s reputation, profitability and image.

**Key Accountabilities**:

- Provide leadership, motivation and support to ensure established objectives in sales, service, quality and productivity are achieved in a rapidly changing environment that supports PS multiple product lines
- Provide a high level of service to external and internal customers
- Act as the point of referral for difficult customers and raised cases, where customers require extensive service. Handles more complex case work
- Assists in identifying continuous improvement opportunities and training requirements through ongoing quality assurance programs
- Support the financial efficiency of Protection Solutions through effective management of employee productivity and other expense control mechanisms
- Leverage data to identify strengths and opportunities for improvement as well as trends and behaviours
- Maintain a high level of insurance product knowledge and operational process and a sound level of knowledge of the insurance industry and services provided by the Protection Solutions team
- Ensure proper licensing is in place for staff in order to meet sales call volumes and forecasts
- Develop clear and measurable individual and team objectives that are aligned with defined sales targets
- Coach, develop and mentor team members to ensure individual objectives, team objectives and sales results are achieved, and the necessary succession planning is in place
- Effective recruitment, promotion of highly engaged culture for retention of team members
- Collaborate with leadership team and business initiatives team, as well as other internal stakeholders to meet common objectives
- Identify, implement and maintain controls to mitigate financial and operational risks
- Occasional Ad-hoc projects as determined by the Director

**Job Requirement**:

- Demonstrated leadership skills in developing, motivating and supporting a sales focused team.
- Excellent customer service skills, both verbal and written, with ability to maintain positive professional customer relationships, particularly in difficult situations
- Excellent problem solving/decision making skills/conflict management skills, with the ability to be resourceful in handling complex cases and identifying issues and solutions
- Strong organizational, planning and priority management skills manage and meet tight deadlines
- Strong interpersonal and listening skills, ability to be flexible and empathetic
- Post-secondary education or equivalent work experience
- 1-3 years progressive experience in a leadership role in sales, insurance or financial services industry
- Bilingual (English/French) is preferred
- Life/Accident and Sickness License - Definite Asset
- Flexibility to work shifts within the standard Sales Center hours of operation (Mon-Fri, 8am to 8pm EST and Sat, 10am to 5pm EST)

**Competencies**:

- Computer skills, and a general knowledge level of the MS Office suite of products
- Proven problem resolution and conflict management skills to ensure an effective solution is reached for our customers
- The ability to implement and deliver results through others
- Effective communication and presentation skills
- Effective change management techniques

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M-CA-IN-CM

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer