Team Lead, Regional Processing Center

The Opportunity

Reporting to the Manager of the Regional Processing Centre, you will lead a team of underwriting assistants and technicians. This leadership role focuses on coaching, developing, and mentoring your team to achieve key performance metrics in a fast-paced, evolving environment. A key aspect of this position is collaborating with internal business partners to ensure success.

• Lead and develop your team:
  
  You’ll support, coach, and manage the performance of your Direct Reports, driving the achievement of business, functional, and individual productivity levels alongside service level agreements (SLAs) and operating level agreements (OLAs).
• Foster a high-performance culture:
  
  You’ll champion an environment of innovation, collaboration, and teamwork, supporting our commitment to sustained, profitable business growth.
• Partner on quality and training:
  
  You’ll collaborate closely with Regional Technical Specialists to build tailored training plans and review Quality Review results to continuously elevate your team's output.
• Own team performance metrics:
  
  You’ll be accountable for team success across key metrics, including quality, service, production, financial targets, hybrid work arrangements, and our core culture and values.
• Manage capacity and scheduling:
  
  You’ll partner with business partners and your leader to forecast regional processing capacity and coordinate schedules (e.g., vacation, training, and personal leaves) with guidance from HR as needed.
• Drive process standardization:
  
  You’ll actively support the creation, update, and maintenance of Standard Operating Procedures (SOPs) for both new and existing operational processes.
• Champion smooth onboarding:
  
  You’ll facilitate successful onboarding experiences for new hires in close collaboration with Senior Leaders, Regional Technical Specialists, and HR.

• Education & Professional Credentials:
  
  A University degree or College diploma. Having your Chartered Insurance Professional (CIP) and/or Certified Risk Management (CRM) designation is considered a strong asset.
• Industry & Leadership
  
  Experience:
  
  3 to 5 years of progressive experience within the insurance industry. This must include 1 to 3 years of formal or informal supervisory/leadership experience, showcasing your ability to guide, mentor, and manage a team.
• Exceptional Communication:
  
  Strong customer service orientation with exceptional verbal and written communication skills to effectively collaborate with internal team members and external business partners.
• Resilience in Motion:
  
  A proven ability to thrive and remain organized under pressure within a fast-paced, rapidly changing operational environment.
• Strategic Thinker & Problem Solver:
  
  Excellent analytical skills, sound decision-making abilities, and strong negotiation skills to navigate complex situations and deliver balanced business outcomes.

Salary Range:$73,600-$123,500

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement?

We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the…