Account Manager, Team Lead

remote
38 East Main Street, Welland, Ontario, Canada, L3B 3W3
full-time . December 9, 2024

Description

Billyard Insurance Group (BIG) is a leading force in the insurance industry, committed to attracting the best insurance professionals and equipping them with cutting-edge technology, tools, and unwavering support to thrive in today's dynamic insurance landscape. With a strong presence and continuous growth, we boast over 80 locations across Canada. Our dedication to excellence has earned us prestigious recognition, including being featured on Insurance Business Canada's esteemed Top Brokerages list for the past three years and securing a spot as one of Canada's Top Growing Companies in the renowned Globe and Mail's Report on Business. At Billyard Insurance Group, our mission is clear: to establish a nationally recognized insurance brokerage brand that empowers brokers and leads the digital insurance revolution.

The Account Manager, Team Lead for the Personal Lines Department at Billyard Insurance Group is responsible for leading a medium-sized team of Account Managers, ensuring the highest standards of client service in auto, home, and travel insurance. This role emphasizes resolving client escalations, managing complex files, and providing guidance and support to team members, all while fostering a collaborative environment that aligns with our mission to establish a nationally recognized insurance brokerage brand.

What does the Account Manager, Team Lead do?

Lead Team Performance: Oversee the daily operations of the Account Manager team to ensure efficiency and alignment with organizational goals, supporting overall team productivity.
Client Escalation Management: Handle and resolve client escalations effectively, ensuring prompt resolutions that enhance client satisfaction and loyalty.
Complex File Management: Manage complex insurance files and cases that require specialized attention, promoting thoroughness and accuracy in service delivery.
Training and Development: Provide ongoing training and mentorship to Account Managers, fostering professional growth and enhancing team capabilities.
Quality Assurance: Monitor the quality of service provided by the team to ensure compliance with company standards and regulations, supporting the reputation of Billyard Insurance Group.
Interdepartmental Collaboration: Facilitate effective communication between the Account Manager team and other departments, ensuring a cohesive approach to client service and support.
Client Relationship Management: Build and maintain strong relationships with key clients, ensuring their needs are met and any issues are addressed proactively.
Process Improvement: Identify and implement process improvements within the team to enhance operational efficiency and service delivery, aligning with organizational excellence.
Compliance Oversight: Ensure all team activities comply with industry regulations and company policies, safeguarding the organization’s integrity and legal standing.
Cultural Stewardship: Foster a positive team culture that embodies the values of Billyard Insurance Group, promoting collaboration, respect, and innovation.
Crisis Management: Develop strategies for crisis management within the team to ensure minimal disruption in service during challenging situations, preserving client trust.
Goal Setting: Set clear team goals and objectives aligned with the broader organizational mission, motivating team members to achieve desired outcomes.
Performance Reviews: Provide performance feedback and observations to the Branch Manager – Welland Branch.

Does this sound like you?

Insurance Knowledge (Proficient): Deep understanding of personal lines insurance products, including auto, home, and travel, to provide expert guidance.
Claims Management (Proficient): Ability to manage and guide claims processes, ensuring timely and accurate resolutions.
Regulatory Compliance (Competent): Familiarity with insurance regulations and compliance standards relevant to personal lines.
Data Analysis (Competent): Ability to analyze performance metrics and client data to drive decision-making and strategy.
CRM Systems (Proficient): Proficient in customer relationship management (CRM) software to track client interactions and manage accounts.
File Management (Proficient): Strong skills in managing complex files and ensuring documentation is accurate and up-to-date.
Reporting Skills (Competent): Ability to prepare and present reports on team performance and client satisfaction.
Tech Savviness (Competent): Proficiency in utilizing various technology tools to enhance team performance and client service.
Risk Assessment (Proficient): Expertise in evaluating client risk profiles and recommending appropriate coverage.
Leadership (Expert): Ability to inspire, motivate, and lead a diverse team toward common goals and objectives.
Communication (Expert): Exceptional verbal and written communication skills, facilitating clear and effective exchanges with clients and team members.
Conflict Resolution (Proficient): Strong skills in resolving conflicts and managing difficult conversations with clients or team members.
Empathy (Proficient): Ability to understand and relate to client needs and concerns, fostering strong relationships built on trust.
Team Collaboration (Expert): Proven ability to work collaboratively within a team environment, promoting a culture of shared success.
Adaptability (Proficient): Flexibility in adapting to changing priorities and client needs, maintaining composure under pressure.
Customer Service Orientation (Expert): Strong focus on delivering exceptional customer service, enhancing client experiences and satisfaction.
Coaching and Mentorship (Proficient): Ability to coach and mentor team members, providing guidance and support to enhance their professional development.
Cultural Awareness (Competent): Sensitivity to diverse backgrounds and perspectives, fostering an inclusive team environment.

Qualifications

High school diploma or equivalent.
Minimum of 3 years of experience in the insurance industry.
RIBO license
Bachelor’s degree in business, Finance, Insurance, or a related field an asset.
Previous experience in a supervisory or team lead role is an asset.
A strong background in personal lines (auto, home, travel) preferred.

What We Offer

Competitive salary
People-focused company culture
Comprehensive benefits including medical, dental & Employee Assistance Program (EAP)
3 weeks’ vacation in year 1, 4 weeks in year 2
Birthday day off
Hybrid work from home / in office environment
Uncapped growth potential
Retirement savings programs, with company-matched RRSP contributions

Our Commitment to Diversity, Inclusion and Belonging

Billyard Insurance Group is committed to building a transparent environment where everyone feels heard, welcomed and included. We believe Diversity, Inclusion & Belonging are fundamental in our vision to be the leading insurance platform in Canada. BIG is a proud equal opportunity workplace that is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity

Our Commitment to Accessibility

Billyard Insurance Group is committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please contact us at recruitment@thebig.ca or 905.346.2190 ext 10212.

Please note that all applicants must be legally eligible to work in Canada.

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