Senior Manager - Accounts Retention (Remote First)

Zensurance; Toronto; Remote; CAD 90,000 - 120,000; Full time

Job summary

A leading insurance brokerage in Toronto is seeking a Senior Manager (Practice Leader) to enhance their Retention team. This role involves coaching and leading team members, optimizing processes, and ensuring customer satisfaction. Candidates should have extensive experience in people management and a strong background in customer retention strategies. The ideal candidate will bring operational excellence and a proactive approach to problem-solving.

Qualifications

• 5+ years of people management experience, preferably 'managing managers'.
• 5+ years in billing, retention or customer experience.
• Experience working at a brokerage is an asset.
• RIBO license is an asset.

Responsibilities

• Lead, coach and develop Team Leads and contributors.
• Manage and oversee all client and employee escalations.
• Work closely with leadership to develop initiatives and lead projects.
• Analyze existing processes to identify efficiencies.

Skills

People management

Operational excellence

Relationship building

Problem-solving

Coaching

Job description

Our Accounts team is continuing to grow, and we are looking for a Senior Manager (Practice Leader) to join our team!

Reporting directly to the Associate Director of Accounts, you will be responsible for coaching, mentoring and leading a team of both managers and individual contributors to bolster our Retention team. In this role you will own people management, process design, implementation and management and be a subject matter expert in improving efficiencies within the team.

We are looking for someone who exudes operational excellence, strong people leadership and a growth mindset.

Responsibilities

• Leadership
• Lead, coach and develop Team Leads and individual contributors to ensure retention and customer service excellence
• Deliver on team objectives by managing Team Leads and employees through regular 1:1, goal setting; planning and evaluating team activities.
• Establish and monitor Team Lead and employees' goals by providing consistent feedback.
• Assist with prioritization and delegation to ensure the team meets their goals.
• Subject matter expertise on coaching and driving results of team members.
• Other duties as assigned.
• Operations
• Work closely with the Associate Director of Accounts & Director of Accounts & Renewals to understand company goals, develop initiatives, and lead projects to deliver on goals.
• Build out, analyze and review existing processes to identify efficiencies and optimize team productivity.
• Manage and oversee all client and employee escalations to deliver on customer satisfaction.
• Work closely with Software Engineering teams and Business Operations to identify challenges and create solutions that will enable the streamlining of processes.
• Manage and track all aspects of customer experience and identify areas for improvement.
• Deliver internal information sessions to enhance insurance and billing knowledge.
• Develop and maintain meaningful working relationships with external insurance and financing partners.
• Ensure appropriate resource planning and support the hiring process through interviewing, onboarding, and training brokers.
• Other duties as assigned.

Requirements

• 5+ years of people management experience. “Managing managers” is preferred.
• 5+ years of experience with billing, retention or customer experience.
• Experience working at a brokerage is an asset.
• RIBO license is an asset.
• Ability to create and present presentations to both internal and external audiences.
• Experience in de-escalating client complaints and issues.
• Excellent relationship building skills.
• Achievement, motivation and perseverance with determination to achieve ever increasing levels of performance.
• Being a team player with strong work ethics, collaborative approach, and ability to thrive with little or no supervision.
• Have a proactive approach to problems and issues, working ahead of potential challenges.