Job Description
As Zensurance continues to grow, so does our Renewals Team! Our Automated Renewals team is hiring a Team Lead to deliver unmatched renewal retention and customer service for our existing clients.
Our Automated Renewals Team is responsible for a high volume of SME commercial renewals with minimal changes. In this role, you will be required to mentor and coach a team of commercial renewals brokers and TSRs. Organization, time management and process coaching are keys to being successful in this position. You will be seeking every opportunity to nurture your Renewal team members to deliver on results. Reporting to the Senior Team Lead, Automated Renewals, this position is paramount to providing unparalleled service and support to our clients.
Responsibilities:
- Leadership
- Develop a deep understanding of company goals and initiatives, cascade down to the team and individual level.
- Set team objectives, oversee team’s day-to-day activities ensuring all talks are completed within Service Level Agreements and goals are met.
- Manage individual performance goals-setting. Create impactful performance plans. Provide motivation, coaching, training and developmental opportunities to team members to ensure they perform to required standards and achieve agreed upon objectives.
- Create an inspiring team environment with an open communication culture.
- Perform monthly audits to ensure team quality standards are met and exceeded, provide just-in-time coaching on the identified performance gaps.
- Identify training needs, assist with facilitating training sessions and implementing procedures, provide new hires onboarding as well as continuous team learning sessions with existing team members.
- Perform regular 1:1 meetings with direct reports along with productive weekly team meetings, to elevate high performance.
- Manage and oversee all client escalations with integrity and professionalism.
- Champion internal process optimization to improve efficiencies and remove manual hurdles across the team.
- Manage team’s staffing plans, ensure adequate resource coverage.
- Establish relationships within the Sales leadership team. Communicate updates to the team and provide feedback to management.
- Other duties as assigned.
- Operations:
- Handle renewal insurance leads provided to you by Zensurance.
- Assess the needs of potential clients to advise on coverage requirements.
- Advocate for internal process improvements to create efficiencies to remove manual hurdles across the team.
- Map out and make improvements to the customer journey to elevate customer satisfaction as measured through our Net Promoter Score.
- Identify and coach staff to create cross-sell opportunities.
- Other duties as assigned.
Qualifications:
- RIBO license required.
- 3+ years of commercial lines experience or 5+ years of insurance experience.
- 1+ year of people management experience.
- Persistence and agility to meet set targets consistently.
- Excellent written and verbal communication skills.
- Attention to detail and demonstrated flexibility in managing multiple clients at a time.
- CAIB and CIP designations are assets.
