Team Leader, Operations

HUB International; Windsor; Híbrido; CAD 65.000 - 73.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Management Bonus Eligibility

Group Health and Dental Benefits.

RRSP Company Matching Program

Paid vacation, sick and personal days.

Employee discounts on personal, home,

Descripción de la vacante

HUB International in Windsor, Ontario is seeking a Team Leader to guide Insurance Operations, develop staff, and coordinate daily activities to meet service standards. The role offers in-office, hybrid, and remote options to support a flexible workforce.

You will coach performance, participate in interviews, manage scheduling, and collaborate with HR to address issues while ensuring a positive customer experience across channels. Post-secondary education preferred with broker experience an asset.

Formación

• Experience as a Broker.
• 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.

Responsabilidades

• 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.

Conocimientos

Broker experience

Team leadership

Communication skills

Scheduling & time management

Customer service focus

Educación

Post-secondary education

Herramientas

CRM systems

Policy management systems

Data systems

Descripción del empleo

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

• Experience as a Broker.
• 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. HUB International is proud to offer comprehensive benefit and total compensation packages which include health benefits, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions.

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.

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.