Team Lead, Commercial Accounts (Remote First)

Zensurance is a scale-up InsurTech company that is re-imagining the commercial insurance market. At Zensurance, we want to empower small businesses across Canada to thrive by offering an honest, simplified, and modern approach to insurance. Our main recipe is a combination of modern technology and insurance industry expertise powered by our talented team members. 

Being a technology-forward company, we utilize various tools and platforms to create fun, engaging and meaningful work experiences for our employees, as a remote-first company.

We are boldly going where no insurance broker has gone before!

We are looking for a Team Lead to join our growing Accounts Team! This is an excellent opportunity for an individual who thrives in process implementation and improvement while coaching and mentoring a team of brokers striving to provide a first-class customer experience.

Reporting to the Associate Director of Accounts, in this role, you will be required to mentor and coach a team of Commercial Accounts Brokers in addition to monitoring and improving best practices and process improvement for our clients. Customer experience and coaching ability are at the core of this position, seeking every opportunity to nurture your Accounts team members to deliver results.

Responsibilities:

• Leadership:
• Develop a deep understanding of company goals and initiatives, which 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 and conduct interviews when necessary.
• Establish relationships within the Sales leadership team. Communicate updates to the team and provide feedback to management.
• Other duties as assigned.
• Account & Client Management:
• Meet existing clients’ needs.
• Perform daily tasks and projects. Guide the team to ensure company standards and procedures are followed.
• Optimize productivity by reviewing and analyzing current processes and procedures.
• Identify opportunities to create/improve efficiencies and enhance service delivery.
• Demonstrate a thorough understanding of our insurance products, internal processes and systems and help clients and your team with any questions.
• Liaise with other departments to identify challenges and solutions that will enable the streamlining of processes and remove manual hurdles across the teams.
• Facilitate customer journey map and make improvements to elevate customer satisfaction.
• Consistently delivering results on set targets.
• Provide solutions and support for complex tickets.
• Other duties as assigned.

Requirements:

• RIBO license required.
• 3+ years of commercial lines experience.
• 1+ years of experience in a supervisory or management role is an asset.
• Persistence and agility to meet set targets consistently.
• Able to communicate efficiently with stakeholders.
• Attention to detail and demonstrated flexibility in managing multiple clients at a time.
• CAIB/CIP/CRM designations are assets.

Perks we offer at Zensurance:

• Opportunity to work for Canada’s fastest-growing #insurtech scale-up 

• Primarily remote work environment available to everyone

• Laptop, extra monitor and main accessories are provided 

• Extra home office and supplies allowance to help with work-from-home set up

• Comprehensive and flexible health and dental plans to suit all lifestyles, including mental health 

• Health/Personal Spending Accounts to subsidize your healthy habits and purchases

• Parental Leave Top Up

• Weekly Friday companywide huddles for casual catch-ups with other departments

• Build next-level relationships with your peers through scheduled companywide virtual and in-person team-building events

• Be a part of something special. We are confident you won’t find any other insurance company like us :)

Who we are. What we're building.

Business is hard work, insurance doesn’t have to be!

At Zensurance we believe that teamwork makes the dream work.

We are passionate about providing business owners with the best insurance solutions at great rates through an online and easy-to-use platform.

Our secret sauce is all about our culture. Here at Zensurance our culture is built on four core values that we live and breathe daily. They are:

INTEGRITY: We do what's right.

INCLUDE: We are an open and safe space for all.

INVENT: We take an innovative approach to creating straightforward solutions for our customers.

DELIVER: We set ambitious goals and hold ourselves accountable for achieving them.

Zensurance celebrates diversity in its workforce structure and encourages applications from all backgrounds.

Zensurance is an inclusive employer that celebrates diversity in its workforce structure. We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective provincial human rights codes throughout all stages of the recruitment and selection process. Please advise the recruiter if you require accommodation; to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation will be addressed confidentially.

We understand that looking for a new exciting opportunity can be time-consuming. We truly appreciate your time in going through the job posting and applying for a position with us.