Team Leader, Underwriting and Billing Support

ID de tâche : 6803
Catégorie : Assurance des particuliers
Marque : Economical
Permanent/Temporaire : Permanent
Temps plein/temps partiel : Temps plein
Emplacement : Kitchener, Canada

Economical fait partie de Definity, ce qui regroupe certaines des marques d’assurance les plus établies et innovatrices au Canada, soit Assurance Economical, Compagnie d’assurance Sonnet, Family Insurance Solutions et Compagnie d’assurance Petline. Depuis nos débuts en 1871, nous sommes devenus un chef de file numérique au sein de l’industrie de l’assurance de dommages. Nous sommes fiers d’aider nos clients et communautés à s’adapter et à s’épanouir dans un monde en constante évolution.

Notre promesse : Ici, nous faisons évoluer l’assurance. Pourquoi? Parce que NOUS TENONS À VOUS et nous vous offrons une expérience collaborative, ambitieuse, valorisante et stimulante.

Notre ambition est d’être un des assureurs de dommages les plus importants et innovateurs au Canada. Joignez-vous à notre parcours et ayez plaisir à travailler.

Definity offre une expérience de travail flexible et hybride où les employés peuvent travailler à partir du bureau ou à distance selon le type de travail qu’ils font et avec qui ils travaillent. Les gestionnaires doivent collaborer avec leurs équipes pour trouver le juste équilibre entre le travail au bureau et le télétravail qui répond le mieux aux besoins de leurs équipes, de leurs collègues, des courtiers et des clients, tout en veillant à la collaboration, au travail d’équipe et à la responsabilité à l’égard des objectifs.

Job Summary:
The Team Leader role contributes to the profitable growth of Economical business by executing on our overall business strategy. They will ensure adherence to service level standards that meet or exceed Brokers' needs and expectations, as well as to standardized operational processes. They will also support the implementation of initiatives as required.

The Team Leader provides oversight and leadership to a team of front-line staff, focusing on achievement of service level commitments, while effectively managing performance, quality monitoring, productivity levels and results against Key Performance Indicators. They will also be expected to challenge the status quo, find solutions to problems, and encourage continuous improvement within their team and the department.

They may act as a point of escalation for Broker and Customer inquiries and concerns and are accountable for ensuring brokers receive exceptional service when interacting with Economical.

The Team Leader must exemplify great leadership, build appropriate capabilities, and create a high-performance team culture where people want to be and do their best.

Key Accountabilities:
**Performance and Coaching**

Develop, coach/mentor and manages the performance of direct reports, including identification of areas where performance improvement plans are needed to ensure achievement of business, functional and individual goals as well as performance against defined KPIs.

**KPI Management**

Interpret data on broker interactions and leverage reporting functionality to align team performance and overall achievement of Service Level Agreements. Ensure barriers to success are readily identified and solutioned.

**Quality Monitoring**

Ensure quality of service meets business objectives, by acting on feedback provided through the Training Team (Call Reviews /Transactional/ Targeted reviews).

**Engagement and Recognition**

Support employee recognition and engagement activities. Activities may include encouraging participation in annual engagement survey and executing targeted engagement plans.

**Continuous Improvement**

Identify, recommend, and support continuous process improvement opportunities within your business unit. Drive a culture of continuous improvement by consistently challenging traditional ways of thinking.

Specialized Knowledge/Skills:

- Knowledge of PI products and underwriting practices
- Underwriting skills / experience
- Customer service focused with a positive helpful attitude
- Ability to coach, develop, and motivate individuals
- Strong communication and negotiation skills
- Ability to solve problems and implement appropriate solutions
- High level of initiative, self-motivated, and ability to work independently
- Superior time management and organizational skills

Level of Problem Solving
Problems are generally defined. Requires thinking within a well-defined frame of reference and toward specific objectives in situations characterized by functional practices and precedents. Work entails differing situations requiring search for solutions within an area of expertise. Solid logic, problem solving, and analytical skills required.

Experience
- 5+ years of insurance / underwriting experience with prior people leadership experience
- Univ. Degree / College Diploma or equivalent experience
- CIP / working toward designation preferr