Team Lead, Personal Insurance

Position Summary

The Team Lead will work closely with the Manager to ensure team members remain current with procedures, policies, and operational processes while fostering a culture of continuous improvement and service excellence. The role supports the identification and implementation of operational efficiencies and plays a key leadership role in executing operational, tactical, and strategic initiatives.

Key Activities

Team Development

• Provide ongoing support and departmental training to employees as required
• Maintain strict confidentiality regarding corporate and employee matters
• Coach and mentor both new and experienced team members
• Partner with employees to identify and improve performance gaps
• Communicate and reinforce the corporate vision and departmental objectives
• Lead by example, modeling professionalism, accountability, and service excellence

Operational

• Serve as the day-to-day resource for employee inquiries related to technical matters, training, and change management
• Continue to perform the duties of an Insurance Advisor to support team capacity and maintain current product and workflow knowledge
• Assist with departmental problem-solving in the absence of the Manager or Supervisor
• Foster positive employee and client relationships
• Address client concerns and complaints effectively, escalating when appropriate
• Contribute to overall office organization, efficiency, and workflow optimization
• Ensure compliance with insurer requirements and BC Insurance Council regulations
• Support and promote corporate initiatives within the team
• Stay current on new systems, training updates, and procedural changes
• Develop, update, and refine workflows as needed
• Assist in implementing and reinforcing call center best practices

Additional Responsibilities

• Support special projects as assigned
• Prepare month-end reporting and reconciliation
• Conduct audits to ensure accuracy and compliance
• Perform other duties as assigned by the Manager

Qualifications

• Minimum two (2) years of habitational experience supporting major carries
• General Insurance Level 2 License (required)
• Intermediate computer proficiency, including experience with insurance management systems and Microsoft Office applications
• Exceptional customer service skills with a client-focused approach
• Strong written and verbal communication skills

Our Culture Starts with You

• We are looking for SELF-STARTERS with an ENTREPRENEURIAL mindset who will take OWNERSHIP of their business
• We want you to be INNOVATIVE and open to sharing your ideas
• You work with URGENCY while providing a high level of PROFESSIONAL SERVICE towards our customers, communities, & colleagues.
• You are a TEAM PLAYER who positively impacts those around them; We MOTIVATE each other to GROW TOGETHER
• You work with a high degree of INTEGRITY and ACCOUNTABILITY

Department

Account Management & Service

Required Experience: 2-5 years of relevant experience

Required Travel: Negligible