HUB International is the largest insurance brokerage in Canada. Our vision is to be everywhere risk exists – today and tomorrow. Helping protect what matters most . We do just that at HUB Customer Central!
HUB Customer Central (HCC) , a division of HUB International, is one of the leading insurance contact centres in Canada. We believe that companies win by putting the customer first. You win, by working with us. Team members work daily to satisfy the needs of our insurance clients. Our technology driven and digital expertise is unique, making us an industry leader. And, our ongoing commitment to continuous improvement ensures we are always at the top of our game. That’s why you will be, too.
We’re looking for a full time Team Leader to join our service team!
The Role
The Team Leader is responsible for developing and supporting their team members, as well as coordinating the activities of their team to achieve business goals. 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.
Responsibilities
Support staff by identifying developmental needs through active monitoring of work activities and assist employees in reaching their full potential by completing regular Employee Quarterly Check-ins, coaching sessions, and creating individualized coaching plans when necessary.
Recognize and encourage areas of strength and address areas of improvement 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 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.
Perform other duties as assigned.
Skills & Requirements
RIBO license in good standing.
Experience as an Insurance Broker.
Post-secondary education preferred.
Senior broker or peer coach experience preferred.
Management experience is an asset.
Ability to communicate clearly and concisely.
Availability to work various shifts and days of the week as required to support staff and clients.
Ability to multitask using various internet tools, web portals, applications, and MS Office Suite.
Possess a friendly, professional, and empathetic attitude
Have a strong work ethic, be a quick learner, and self-motivated
Must have a sense of urgency and be able to work well under pressure in a fast-paced environment
Ability to work independently and in a team environment.
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.
Diversity matters to us. We’re committed to building inclusive teams in an equitable environment. In other words, you can be you. Such diversity allows us to cultivate a workplace where people of all backgrounds collaborate, contribute, and thrive.
If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we may assist you based on your individual needs. Please contact:
[email protected]
Please note: All internal applicants must apply by October 19, 2021 and notify their team leader or manager upon applying.
\#WeAreHCC
Department General Management
Required Experience: 1-2 years of relevant experience
Required Travel: No Travel Required
Required Education: Diploma
Hi, we’re HUB.
In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.
When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.
And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control.
About HUB International
Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit hubinternational.com.
