Foresters Financial
Team Lead, Insurance Operations
Toronto
Sponsorship not specified$65k-$95kDetected 8 days ago
RecruitingPerformance ManagementCustomer SupportResearchLeadershipCommunicationProblem SolvingTime ManagementMentoringMicrosoft Office
About the role
- The Team Leader will have input to the Manager's accountabilities as it relates to performance reviews, daily coaching and team development.
- 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.
Responsibilities
- Build, manage and sustain a high performing service team ensuring that service and quality objectives are being attained and maintained on a consistent basis
- Manage all scheduling and workflow for NB case management teams, ensuring daily workflow is managed within compliance, audit, quality and SLA standards
- 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
- 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
- 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
- Well developed problem solving, analytical and decision-making skills, including the ability to analyze situations, diagnose problems, develop and implement solutions, often within narrow timeframes, e.g. preventing complaints from escalating further and turning potentially damaging caller situations into positive caller experiences.
- A "take charge" attitude along with the ability to self-manage workload and priorities in a changing and evolving environment. This includes effective and efficient time management, multi-tasking and prioritizing skills
- Demonstrated ability to prioritize own work and work of others; can work effectively under pressure and time constraints within a fast-paced environment
Requirements
- 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.
- Proactively support the Management Team with required reports, summaries, investigations, feedback, and potential challenges.
Compensation
- The actual base salary for this position will depend on several factors, including job-related skills, experience, and education.
- In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.
- $65,000.00 - $95,000.00
Benefits
- Support a positive, motivating work environment that values the people and encourages participation, creativity, learning and accountability
- We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.
Company info
- 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.
- Leader will have input to the Manager's accountabilities as it relates to performance reviews, daily coaching and team development.
- 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.
- Leader will also play a key role in supporting the implementation of major change initiatives.
- Job Description
- 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
- Understand the implications of data input, content and quality to all systems, departments and end customers
Equal opportunity
- Employment and Inclusion - at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.
- Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email accommodations@foresters.com in advance of your appointment.
- Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.
- Employment and Inclusion - at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants.
Visa & Work Authorization
- Act as a change sponsor to ensure successful implementation of new processes, procedures, systems, etc
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This listing is sourced directly from Foresters Financial's careers page and normalized into a canonical job model.