Team Lead, Insurance Operations

Career Opportunity

Role Title

Team Lead, Insurance Operations

Purpose of role

The Team Leader, Insurance Operations, is accountable for achieving the required business results through effective process, workflow and quality management, including but not limited to driving workforce efficiencies. The Team Leader will have input to the Manager's accountabilities as it relates to performance reviews, daily coaching and team development. The Team Leader will ensure a consistent and exceptional service experience for internal & external customers by ensuring the front-line employees are motivated, coached and skilled to meet the department's performance targets.

Service delivery will consist of operational efficiency with a focus on enhancing the customer experience and relationship with Foresters Financial. The Team Leader will also play a key role in supporting the implementation of major change initiatives.

• Build, manage and sustain a high performing service team ensuring that service and quality objectives are being attained and maintained on a consistent basis
• Ensure the highest level of customer service and facilitate all actions necessary including research and follow up to positively satisfy customer needs. This includes building and forging strong relationships with field partners and internal customers
• Provides frequent, direct coaching and development to team members including daily huddles, weekly 1 on 1 coaching, development planning and goal setting
• Support a positive, motivating work environment that values the people and encourages participation, creativity, learning and accountability
• Manage all scheduling and workflow for NB case management teams, ensuring daily workflow is managed within compliance, audit, quality and SLA standards
• Conduct gap analysis, root cause and validation for continuous improvement opportunities.
• Initiate and implement process recommendations, with appropriate approval. Act as a change sponsor to ensure successful implementation of new processes, procedures, systems, etc. Facilitate feedback from Team members to one-up Manager
• Handle escalation resolution with minimal to no supervision
• Evaluates Case Manager phone calls on a regular basis and scores calls based on internal quality standards
• Collaborate with other leaders and staff within Insurance Operations to ensure that all functions are fully integrated and are in accordance with the Company’s goals and objectives, ensuring that all overarching SLAs are considered, met and/or exceeded
• Proactively support the Management Team with required reports, summaries, investigations, feedback, and potential challenges. Effectively liaise and negotiate with other business units to resolve and enhance customer service expectations and business deliverables
• Represent Insurance Operations on audit investigations providing clarification and details of processes and any exception-based decisions
• Responsible/ accountable for onboarding, training of new hires

• Minimum 5+ years of progressive leadership experience, preferably within the insurance / financial /CaII center leadership role
• College Diploma or University Degree an asset
• Strong people leadership skills with the proven ability to adapt and implement on-going changes, ensuring a seamless transition to the customer
• Demonstrated ability to coach and mentor front line employees to create a high performing team
• In depth product, system and regulatory knowledge with proven ability to adapt and implement on-going changes, ensuring a seamless transition to the customer
• Strong sense of personal accountability, mature judgment, confidence and flexibility. Ability to exercise independent discretion at all times
• Well developed problem solving, analytical and decision-making skills, including the ability to analyze situations, diagnose problems, develop and implement solutions, often within narrow time frames, e.g. preventing complaints from escalating further and turning potentially damaging caller situations into positive caller experiences. Further includes being able to facilitate creative problem solving with others. Also includes being a forward…