Team Lead Life Insurance Case Management

WHO WE ARE

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do.

Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

As a Team Lead for Life Insurance Case Management, you will serve as a critical link between our life insurance clients and insurance carriers. You will manage and develop a high‑performing team within our Case Management Department, which facilitates our clients' application with our insurance carriers, from beginning to end. This is a leadership position with a strong emphasis on team development, performance management, and quality control.

• Team Leadership and Performance Management: Oversee the direct performance of a team of 10-20 associates, ensuring they meet individual and team-based goals and performance targets. Conduct 1:1s, performance reviews, and professional development conversations to provide structured feedback and support growth. Manage time off (PTO requests and sick call outs) and timecards to ensure proper team scheduling and coverage. Address performance and behavioral issues through coaching and feedback to drive improvement.
  
  Manage capacity and queues on a day-to-day basis, ensuring the required work is complete and SLAs are met.
• Coaching and Development: Provide ongoing coaching through side‑by‑side reviews, retroactive ticket reviews, and quality results to support skill building and performance. Ensure direct reports have the necessary tools, resources, and feedback to excel and meet team goals. Collaborate with the quality assurance team to ensure compliance with regulations and adherence to company quality standards. Identify areas for improvement in client conversions and operational efficiency and coach employees on how to improve.

• Experience:
  
  Minimum of 1 year of experience working on case management with a proven track record of individual success and growth.
• Skills and People Management:
  Excellent communication skills, with an ability to provide clear, constructive feedback and maintain strong relationships. High attention to detail, with the ability to prioritize and manage multiple tasks effectively. Strong problem‑solving skills and the ability to remain adaptable throughout the day. Sound judgment in people situations and the ability to handle difficult conversations and performance challenges. Demonstrated ability to provide feedback in line with company values and model empathy and tact.
  
  Ability to build a positive and supportive team culture, taking ownership of team success. A growth mindset with a desire to learn, improve, and contribute to both personal and team development. Strong teamwork mindset, taking ownership of both individual tasks and the success of the broader team.

We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.