Team Lead, Auto Insurance

Acera Insurance Services Ltd.; Kelowna; On-site; CAD 60,000 - 70,000; Full time

Job summary

Acera Insurance Services Ltd. in Kelowna, BC is seeking a Team Lead, Auto Insurance to guide a small team and ensure exceptional client service.

You will collaborate with the Manager to drive branch goals, coach licensed agents, and maintain high service standards in an on-site role. The ideal candidate has at least 2 years in insurance, a Level 2 licence (or pursuing it), and supervisory experience is a plus.

Qualifications

• Minimum 2 years of experience in the insurance industry.
• High school diploma and Level 2 insurance licence (or actively working toward it).
• Prior supervisory or team leadership experience is an asset.
• Strong knowledge of ICBC and familiarity with the private auto insurance market in BC.
• Excellent problem-solving, leadership, and customer service skills.
• Strong attention to detail and organizational abilities.
• Effective communication and multitasking skills.
• Ability to learn new software and adapt quickly to process changes.
• Passion for coaching and developing others.

Responsibilities

• Lead and support a small team of auto insurance professionals.
• Foster a positive, high-energy team environment focused on performance and collaboration.
• Conduct daily sales huddles to align team focus and drive revenue and growth targets.
• Train and coach licensed agents in sales, client engagement, ICBC processes, and policy handling.
• Build a culture of accountability and continuous improvement aligned with KPIs.
• Prioritize and delegate work duties effectively among team members.
• Monitor and analyze sales targets to optimize performance.
• Manage all insurance transactions and maintain proactive client contact to complete them.
• Handle and resolve client complaints to ensure fair and positive outcomes.
• Organize and assign renewal lists to agents for outbound calling.
• Participate in continuous improvement initiatives to enhance service delivery and efficiency.
• Continuously develop and maintain a strong working knowledge of ICBC products, private auto insurance manuals, best practices, and industry standards.
• Maintain a book of business and provide support where necessary to ensure seamless branch operations.
• Foster a collaborative and supportive work environment by building positive relationships with both internal and external stakeholders.
• Troubleshoot and resolve production and processing issues as they arise.

Skills

Leadership

Coaching

Customer service

Communication

Problem solving

Multitasking

Attention to detail

Education

High school diploma

Level 2 insurance licence

Job description

We put our people first. As an employer of choice, Acera Insurance, offers an outstanding workplace and employee culture that creates valuable opportunities for all employees.

Our people are:

• Encouraged to challenge the status quo and never stop learning in their commitment to excellence.
• Empowered with a sense of accountability and autonomy to take ownership of their work.
• Treated with respect and act with integrity by putting clients, colleagues, and community first.
• Recognized for their achievements and celebrate festivities, big and small, to make work fun.

We also proudly offer most employees the opportunity to become owners. With over 700 employee owners, Acera Insurance is the only Canadian brokerage that is widely owned by its employees. Our employee owners have a vested interest and get to share in Acera Insurance’s success — which they make possible.

Join our award-winning network of over 1,300 professionals across Canada and change the way people feel about insurance.

TEAM LEAD, AUTO INSURANCE

At Acera, we are dedicated to protecting what our clients love and delivering exceptional experiences that foster lasting relationships. As a Team Lead, Auto Insurance, you will play a crucial role in leading our branch operations and creating a positive environment for staff development and growth. You will collaborate with the Manager to ensure day-to-day duties are managed effectively, maintain high standards of client service, and drive the achievement of branch goals. Your expertise in insurance will help safeguard what our clients value most and enhance their experience with Acera. This is an on-site role at our branch location.

Job Details

Status: Full-Time, Permanent

Location: Kelowna, Powick

Pay Range : Acera’s total compensation offerings are based on pay for performance that recognizes exceptional individual and company performance. The typical hiring range for this position is from $60,000 - $70,000 CAD annually; the pay offering is based on location and will vary depending on related education, insurance experience, proven knowledge, skills, and internal equity.

Responsabilities:

TEAM LEADERSHIP & DEVELOPMENT

• Lead and support a small team of auto insurance professionals.
• Foster a positive, high-energy team environment focused on performance and collaboration.
• Conduct daily sales huddles to align team focus and drive revenue and growth targets.
• Train and coach licensed agents in sales, client engagement, ICBC processes, and policy handling.
• Build a culture of accountability and continuous improvement aligned with KPIs
• Prioritize and delegate work duties effectively among team members.
• Monitor and analyze sales targets to optimize performance.

CLIENT SERVICE & SALES OPERATIONS

• Manage all insurance transactions and maintain proactive client contact to complete them.
• Handle and resolve client complaints to ensure fair and positive outcomes.
• Organize and assign renewal lists to agents for outbound calling.
• Participate in continuous improvement initiatives to enhance service delivery and efficiency.

INSURANCE KNOWLEDGE & REPORTING

• Continuously develop and maintain a strong working knowledge of ICBC products, private auto insurance manuals, best practices, and industry standards.
• Maintain a book of business and provide support where necessary to ensure seamless branch operations.
• Foster a collaborative and supportive work environment by building positive relationships with both internal and external stakeholders.
• Troubleshoot and resolve production and processing issues as they arise.

Additional duties and responsibilities may be added during the course of employment.

Requirements :

• Minimum 2 years of experience in the insurance industry.
• High school diploma and Level 2 insurance licence (or actively working toward it).
• Prior supervisory or team leadership experience is an asset.
• Strong knowledge of ICBC and familiarity with the private auto insurance market in BC.
• Excellent problem-solving, leadership, and customer service skills.
• Strong attention to detail and organizational abilities.
• Effective communication and multitasking skills.
• Ability to learn new software and adapt quickly to process changes.
• Passion for coaching and developing others
• ASD experience is an asset.

Acera Insurance is the largest independent, employee-controlled brokerage in Canada. We are proudly 100% Canadian owned and operated. With over 70 locations across British Columbia, Alberta, Saskatchewan, Ontario, Nova Scotia, and the Yukon, $1.4 billion in gross written premium, and $1.3 billion group retirement savings assets under management, our team provides individuals, families and businesses unbiased insurance and risk management solutions that have a distinct Canadian perspective. Our collaborative work structure combines our people’s strength and expertise to offer greater value, knowledge, and resources to our personal and commercial clients nationwide, including comprehensive group benefits.

Acera Insurance is an equal opportunity employer and is committed to all forms of diversity in the workplace. All qualified individuals are encouraged to apply.