Team Lead, Renewals

Summary

Join Zensurance's Renewals Enhancement team as a Team Lead and leverage your leadership and retention skills to drive growth. Reporting to the Practice Leader of Renewals, you will mentor and coach a team of Commercial Renewals Brokers, focusing on client retention and sales. You'll manage diverse commercial risks and policies for small businesses across Canada. This role emphasizes sales, client care, and team development to achieve results. You will be responsible for managing team performance, identifying training needs, and optimizing internal processes. The position also involves handling renewal leads, assessing client needs, and improving customer satisfaction.

Requirements

• 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

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
• Other duties as assigned
• 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