Our Renewals Team is growing, and we are looking for a Senior Manager, Renewals to manage a team of both Team Leads and individual commercial brokers.
Reporting to the VP of Sales, you will be responsible for operational processes, renewal management, elevating broker performance, and insurance leadership & guidance to successfully renew, up-sell and cross-sell clients during their renewal.
You will be responsible for managing and mentoring Team Leads and individual brokers on your team to achieve optimal results in retention. This position also requires working with external carriers and internal stakeholders to increase efficiency in both operations and binding.
As a Senior Manager, you will also assist in the recruitment, people development and the career growth of your team.
Responsibilities:
- People Management:
- Lead, coach and develop Team Leads and brokers to ensure sales and customer service excellence.
- Deliver on team objectives by managing Team Leads through regular 1:1, goal setting; planning and evaluating team activities.
- Establish and monitor Team Lead goals by providing consistent feedback. Assist with prioritization and delegation to ensure the team meets their goals.
- Operations:
- Work closely with the VP of Sales to understand company goals, develop initiatives, and lead projects to deliver on goals.
- Build out, analyze and review existing processes to identify efficiencies and optimize team productivity.
- Manage and oversee all client and employee escalations to deliver on customer satisfaction.
- Work closely with Software Engineering teams and Business Operations to identify challenges and create solutions that will enable the streamlining of processes.
- Manage and track all aspects of customer experience and identify areas for improvement.
- Deliver internal information sessions to enhance insurance and broker knowledge.
- Develop and maintain meaningful working relationships with external insurer partners.
- Ensure appropriate resource planning and support the hiring process through interviewing, onboarding, and training brokers.
- Other duties as assigned.
Requirements:
- 5+ years of commercial insurance experience.
- Provincial insurance license in good standing.
- 3+ years of people management experience. Managing other “People Managers” is an asset.
- CAIB/CIP/FCIP/CRM is an asset.
- Ability to create and present presentations to both internal and external audiences.
- Experience in de-escalating client complaints and issues.
- Excellent relationship building skills.
- Achievement, motivation and perseverance with determination to achieve ever increasing levels of performance.
- Being a team player with strong work ethics, collaborative approach, and ability to thrive with little or no supervision.
- Have a proactive approach to problems and issues, working ahead of potential challenges.
