Team Leader, Nesting

HUB International; Windsor; Hybrid; CAD 68,000 - 75,000; Full time

Benefits offered by this job

Health & dental

RRSP matching

Paid vacation

Employee discounts

Gym memberships

Employee assistance

Wellbeing program

Advancement opportunities

Job summary

HUB International is hiring a Team Leader, Nesting in Windsor, ON to lead Broker Trainees and Training Coaches within the Learning & Development team. You will guide training programs, evaluate effectiveness, and influence cross-divisional processes for better efficiency and customer outcomes.

In this role, you’ll supervise coaching plans, conduct progress reviews, manage schedules, and participate in interviews.

Qualifications

• RIBO license in good standing.
• 3+ years broker experience in brokerage.
• Training, learning and development experience is an asset.
• Strong technical & computer skills.
• Management experience is an asset.
• Availability to work various shifts as required.
• Ability to work independently and in a team.
• Strong communication skills.

Responsibilities

• Oversee training to ensure on-the-job performance aligns with program goals.
• Develop and update training content and delivery.

Skills

RIBO license

Broker experience

Management experience

Training/learning

Technical skills

Communication

Shift availability

Education

Post-secondary education

Tools

CRM systems

Policy management systems

Data systems

Job description

A path for every ambition. At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day. We’re creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them. Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here. Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage. Your ambition has a home here.

The Role

We are seeking a Team Leader, Nesting to join our Learning & Development team.

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 are 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.

Position Overview

The Team Leader, Nesting is responsible for developing and supporting new Broker Trainees as well as a team of Training Coaches, ensuring that all department goals are met within company standards. The Team Leader will assist in overseeing the multi-faceted operations of the Learning and Development team including training program evaluation and enhancement, ensuring that learning is effectively transferred to on-the-job performance. The Team Leader will also participate in cross divisional process alignment discussions to maximize efficiency while maintaining a positive work environment and an effortless customer experience.

Duties and Responsibilities

• Assess how effectively training is translated into on-the-job performance through regularly gathering feedback and reviewing training programs and materials.
• Recommend updates and participate in the development of training content and delivery to ensure that learning solutions are relevant and meet the needs of both the staff and the business.
• Assess Broker Trainees’ progress throughout their learning journey, identifying and implementing development plans as needed to provide support and stimulate growth.
• Support new Broker Trainees in their transition to the HCC environment, providing ongoing guidance and support throughout each phase of training.
• Support Broker Trainees and Training Coaches 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

• Appropriate RIBO license in good standing required.
• 3+ years experience as a Broker, within a brokerage environment.
• Contact centre training or facilitation experience is an asset.
• Training, learning and development experience is an asset.
• Strong technical & computer skills required.
• Management experience is an asset.
• Post-secondary education preferred.
• 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 $68,000 to $75,000 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.

The Perks

• 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 first 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 Accommodations

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. #WeAreHCC www.hubcustomercentral.com www.hubinternational.com

What we offer you

We invest in your growth. HUB offers structured training, licensing support and ongoing development opportunities designed to accelerate your career. Competitive pay with comprehensive health benefits, retirement savings matching and company-paid life and disability plans Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career.

The HUB difference

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.

Accessibility

We endeavor to make this website accessible to any and all users.

Contact

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.

Repeat Block

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.