Team Leader, Broker Services

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

Job Summary

The Team Leader, Broker Services, role contributes to the profitable growth of Economical business by executing on our overall business strategy. They will ensure adherence to service level standards that meet or exceed Brokers' needs and expectations, as well as to standardized operational processes. They will also support the implementation of initiatives as required.

Reporting to the Manager, Broker Services, the Team Leader provides oversight and leadership to a team of front-line Underwriting & Billing Insurance Representatives, focusing on achievement of service level commitments, while effectively managing performance, quality monitoring, productivity levels and results against Key Performance Indicators. They will also be expected to challenge the status quo, find solutions to problems, and encourage continuous improvement within their team and the department.

They may act as a point of escalation for Broker and Customer inquiries and concerns and are accountable for ensuring brokers receive exceptional service when interacting with Economical.

The Team Leader must exemplify great leadership, build appropriate capabilities, and create a high-performance team culture where people want to be and do their best.

Note: This role will support our National Broker Services hours of operation of 7:30 AM to 6:30 PM EST. You will be on a rotating schedule with shifts starting between 7:30 AM to 10:30 AM EST.

Hybrid Role – this role requires a minimum of 1 day in the office per week with potential of additional days based on need.

Key Accountabilities

Performance and Coaching

Develop, coach/mentor and manages the performance of direct reports, including identification of areas where performance improvement plans are needed to ensure achievement of business, functional and individual goals as well as performance against defined KPIs.

KPI Management

Interpret data on broker interactions and leverage reporting functionality to align team performance and overall achievement of Service Level Agreements. Ensure barriers to success are readily identified and solutioned.

Quality Monitoring

Ensure quality of service meets business objectives, by acting on feedback provided through the Training and Quality Teams (Call Reviews /Transactional/ Targeted reviews).

Engagement and Recognition

Support employee recognition and engagement activities. Activities may include encouraging participation in annual engagement survey and executing targeted engagement plans.

Continuous Improvement

Identify, recommend, and support continuous process improvement opportunities within your business unit. Drive a culture of continuous improvement by consistently challenging traditional ways of thinking.

Specialized Knowledge/Skills

• Knowledge of Personal Insurance products and underwriting practices.
• Underwriting skills / experience.
• Customer service focused with a positive helpful attitude.
• Ability to coach, develop, and motivate individuals.
• Strong communication and negotiation skills.
• Ability to solve problems and implement appropriate solutions.
• High level of initiative, self-motivated, and ability to work independently and as a team.
• Superior time management and organizational skills.
  
  
  

Level of Problem Solving

Problems are generally defined. Requires thinking within a well-defined frame of reference and toward specific objectives in situations characterized by functional practices and precedents. Work entails differing situations requiring search for solutions within an area of expertise. Solid logic, problem solving, and analytical skills required.

Experience

• 5+ years of insurance / underwriting experience with prior people leadership experience.
• Univ. Degree / College Diploma or equivalent experience.
• CIP / working toward designation preferred.
• Knowledge of Definity's Personal Insurance offerings and Guidewire an asset.
  
  
  

Salary range: $66,300 - $122,100

Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services
  
  
  

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.  In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.

It's better here — but don't take our word for it. Definity was named by Great Place to Work as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).