Team Leader, Insurance Operations

HUB International; Windsor; Hybrid; CAD 65,000 - 73,000; Full time

Benefits offered by this job

Management Bonus Eligibility

Group Health and Dental Benefits

RRSP Company Matching Program

Paid vacation, sick and personal days

Employee discounts on personal, home,

Job summary

HUB International in Windsor, ON seeks a Team Leader, Insurance Operations, to guide and support staff while coordinating team activities to meet goals. The role emphasizes coaching, process alignment, and delivering an outstanding customer experience.

The candidate will work with managers and HR on performance matters, maintain systems knowledge, and participate in cross-divisional discussions to optimize operations. A strong leadership background and RIBO license are preferred.

Qualifications

• RIBO license in good standing.
• Experience as a Broker is required.
• Strong computer skills are essential.
• Post-secondary education preferred.
• Senior broker or peer coach experience preferred.
• Management experience is an asset.
• Availability to work various shifts and days.
• Ability to handle fluctuating work volumes in a fast paced environment.
• Ability to work independently and in a team.
• Ability to communicate clearly and concisely.

Responsibilities

• Support staff by identifying developmental needs through monitoring of activities and coaching.
• Recognize strengths and address concerns through coaching opportunities.
• Collaborate with Department Managers and HR on performance and behaviour issues including progressive discipline.
• Act as a technical/workflow resource with data systems and CRM; provide training and guidance.
• Handle escalations and use them as coaching opportunities to prevent recurrence.
• Participate in management meetings to evaluate results and plan volumes.
• Communicate required information to staff in cross-divisional discussions.
• Assist with staff scheduling and time management system oversight.
• Participate in interview and selection with HR; document notes.
• Engage in team-building activities beyond office hours.
• Perform other duties as assigned.

Skills

RIBO license

Broker experience

Strong computer skills

Post-secondary education

Senior broker/peer coach experience

Management experience

Shift flexibility

Workload management

Independent & team work

Clear communication

Education

Post-secondary education

Job description

The Role:

We are currently seeking a Team Leader to join our team in full-time, permanent roles. Are you: Driven to succeed and excited about new challenges? Seeking an employer who invests in your personal growth and professional development? This opportunity could be tailor-made for you.

Location:

Windsor, ON - We offer in-office, hybrid, and fully remote work flexibility.

Who we are:

HUB Customer Central (HCC) is a leading insurance contact center in Canada. Our technology-driven and digital expertise is unique, making us an industry trailblazer.

Why we’re different:

In 2021, HUB won the prestigious Stevie Award for Employer of the Year - Insurance. This award recognizes the world’s best companies to work for and their ongoing commitment to the growth, development, and wellness of employees. We’re about communities too. HUB/HCC is committed to a formal program – HUB Gives – that encourages employees to donate their time, creativity, and passion to community causes. We believe in contributing to where we live, work and play.

POSITION OVERVIEW

The Team Leader, Insurance Operations is responsible for developing and supporting their employees, as well as coordinating the activities of their team to ensure that all goals are met within company standards. The Team Leader will participate in cross divisional process alignment discussions to maximize efficiency while maintaining a positive work environment and an effortless customer experience.

DUTIES & RESPONSIBILITIES

• Support staff by identifying developmental needs through active monitoring of work activities and assist employees in reaching their full potential by completing regular performance reviews, coaching sessions, and creating individualized coaching plans when necessary.


• Recognize and encourage areas of strength and initiate corrective steps to address areas of concern through coaching opportunities and documenting important details.


• Collaborate with Department Managers and HR on employee performance and behaviour issues including progressive discipline, up to and including terminations.


• Act as a technical and workflow resource for the team by maintaining a good working knowledge of all applicable data systems, portals, customer relationship management and policy management systems, providing procedural training, guidance, and feedback to the team.


• Handle and document the outcome of escalations and use the situations as developmental and coaching opportunities to avoid future occurrences.


• Actively participate in management meetings focused on evaluation of results and planning for anticipated volumes.


• With management, participate in cross divisional process alignment discussions and effectively communicate required information to staff.


• Assist with staff schedule coordination and oversee the time management system to ensure contact centre performance expectations are met.


• Participate in the interview and selection process of potential candidates and communicate results to HR with detailed interview notes and examples.


• Participate in extracurricular team building activities which may occur outside of office hours.


• Perform other duties as assigned.

REQUIRED SKILLS & QUALIFICATIONS

• RIBO license in good standing.


• Experience as a Broker.


• Strong computer skills.


• Post-secondary education preferred.


• Senior broker or peer coach experience preferred.


• Management experience is an asset.


• Availability to work various shifts and days of the week as required in order to support the staff.


• Ability to handle fluctuating work volumes in a fast paced, customer focused environment.


• Ability to work independently and in a team environment.


• Ability to communicate clearly and concisely.

Salary Expectations:

The expected salary range for this position is $65,000 to $72,500 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope, and level.

AI and Automation Notice:

HUB International uses limited AI and automation tools within our recruitment systems to enhance efficiency in the hiring process and in the candidate experience. These tools do not independently make hiring decisions or screen out candidates — all decisions are made through human review.

The Perks:

• Management Bonus Eligibility


• Group Health and Dental Benefits


• RRSP Company Matching Program


• Paid vacation, sick and personal days


• Employee discounts on personal, home and auto insurance policies


• Corporate discounts on gym memberships and other services/products


• Company-paid Employee and Family Assistance Program


• Health and wellness initiatives


• Ongoing recognition programs and opportunities for advancement

Our Commitment:

An environment that fosters continuous learning and improvement. A leadership team dedicated to your growth and success. To listen. Our employees have great ideas. We implement them. Appreciation of your efforts. Every day. Take the step toward creating a future that combines a diverse and challenging work environment in a rapidly growing company that offers significant opportunity for advancement and growth.

Accessibility and Accommodation

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the recruiting team [e-mail]. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

Department Account Management & Service

Required Experience: 2-5 years of relevant experience. Required Travel: No Travel Required.

About HUB International

HUB International is one of North America’s largest insurance brokers, delivering risk management, insurance, employee benefits, retirement and wealth management solutions to businesses and individuals across the United States and Canada — through locally led teams backed by national expertise, giving you the agility of a local partner and the reach of a global organization.