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Zensurance

Posted 9 days ago

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Team Lead, Automated Renewals (Remote First)

TorontoRemoteFull-time

AI Summary

Leads the Automated Renewals team at Zensurance, managing a high-volume SME commercial renewal operation. Responsible for coaching, performance management, and ensuring SLA adherence while driving customer satisfaction and cross-sell opportunities.

About this role

About Us:
Zensurance is redefining commercial insurance for Canadian businesses.
As a leading InsurTech, we make getting the right coverage simple, fast, and accessible through a digital-first experience. Our platform combines advanced technology with deep industry expertise to deliver tailored insurance solutions that help businesses thrive.
Zensurance has been recognized for its rapid growth and industry impact:
At Zensurance, we value ownership, collaboration, and innovation. Our team thrives on solving complex challenges, challenging the status quo, and making a real impact in an industry ready for change.
If you're looking to build something meaningful in a fast-growing, customer-focused company, we’d love to hear from you!

As Zensurance continues to grow, so does our Renewals Team!
Our Automated Renewals team is hiring a Team Lead to deliver unmatched renewal retention and customer service for our existing clients. Our Automated Renewals Team handles a high volume of SME commercial renewals with minimal changes.
Reporting to the Practice Lead, this position is paramount to providing unparalleled service and support to our clients.

Responsibilities - Leadership:

  • Develop a deep understanding of company goals and initiatives; cascade these to the team and individual level.
  • Manage individual performance, goal-setting, and create impactful performance plans.
  • Provide motivation, coaching, training, and developmental opportunities to team members to ensure they perform to required standards and achieve objectives.
  • Perform regular 1:1 meetings with direct reports along with productive weekly team meetings to elevate high performance.
  • Perform monthly audits to ensure team quality standards are met and exceeded, and provide just-in-time coaching on identified performance gaps.
  • Identify training needs, assist with facilitating training sessions, and provide new hire onboarding as well as continuous learning sessions for existing team members.
  • Create an inspiring team environment with an open communication culture.
  • Establish relationships within the Sales leadership team, communicate updates to the team, and provide feedback to management.
  • Set team objectives and oversee the team's day-to-day activities, ensuring all tasks are completed within Service Level Agreements (SLAs) and goals are met.
  • Manage team’s staffing plans and ensure adequate resource coverage.
  • Manage and oversee all client escalations with integrity and professionalism.

    • Responsibilities - Specialized Focus:

  • Handle renewal insurance leads provided by Zensurance.
  • Assess the needs of potential clients to advise on coverage requirements.
  • Map out and make improvements to the customer journey to elevate customer satisfaction as measured through our Net Promoter Score.
  • Identify and coach staff to create cross-sell opportunities.

    • Requirements:

  • License: Valid provincial broker's license required, RIBO preferred.
  • Industry Experience: 5+ years of insurance experience, commercial preferred.
  • People Leadership: 1+ years of people leadership or supervisory experience.
  • Goal Orientation: Persistence and agility to meet set targets consistently.
  • Execution & Detail: Attention to detail and demonstrated flexibility in managing multiple stakeholders and clients at a time.
  • Communication: Excellent written and verbal communication skills with the ability to manage complex conversations.
  • Designations: CAIB or CIP designation is an asset.

    • Skills

    Broker's LicenseCAIBCIPCommercial InsuranceEscalation ManagementNet Promoter ScoreOnboardingPerformance ManagementRenewal ProcessingRIBOSLA ManagementTraining Facilitation

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