Team Lead, Renewals

Summary

Join Zensurance's growing Renewals Team as a Team Lead for the Elite Renewals team, focusing on mid-market, large, and complex commercial clients. You will mentor and coach a team of Renewal Brokers, providing superior customer service and support. This leadership role requires strong sales and coaching skills, focusing on achieving team objectives and exceeding quality standards. You will also handle client escalations, champion process optimization, and manage team staffing. This position reports to the Practice Leader of Renewals and is crucial for delivering unparalleled service to elite clients. Zensurance offers a flexible, people-first work environment with various benefits and perks.

Requirements

• RIBO license required
• 3+ years of commercial lines experience, preferably in with mid-market accounts
• 1+ years 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

Responsibilities

• 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
• 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

Preferred Qualifications

CAIB and CIP designations are assets

Benefits

• Remote-first setup for added flexibility
• Home office allowance to create a comfortable workspace
• Top-tier tech: "Office in a box" with all necessary tech equipment
• Half days before public holidays: Enjoy half days before long weekends
• Flexible health and dental plans for families, including mental health support
• Health & personal spending accounts to invest in wellness your way
• Parental leave top-up, because family comes first
• Education assistance reimbursement for courses, conferences, books, and memberships
• Opportunities to learn from industry experts and grow your career
• Weekly Friday huddles to share updates and connect across teams
• Virtual & in-person team-building events to strengthen our culture