Supervisor, Personal Lines Concierge Service Job in Scarborough M1L4S8, Ontario Canada

.

We are currently recruiting for a Personal Lines Supervisor, Concierge Service for our Scarborough location.

Job Summary:

As the key interface between management and the Broker experience, the Personal Lines Supervisor plays a critical role in ensuring that Concierge Service is able to offer a compelling broker proposition and that all the critical work done and delivered to the broker is of superior quality.

Job responsibilities: What would I do on the job?

This role is focused on maximizing broker satisfaction whenever contact is made with the Concierge Service Centre. As a partner to a strong, national brand, and broker partner official representatives of Aviva Inc., our contact center is expected to deliver exceptional broker experience. ·

Coach, counsel and develop team members to achieve maximum performance and superior customer service in accordance with business objectives.
Leverage rewards and recognition programs to drive strong results·
Monitor team’s work productivity, recommend and implement changes including workload distribution and assigned functional service level agreements.
Manage team for continuous improvements, consistency and best practices meeting or exceeding SLA targets·
Be available as subject matter expert to underwriting and brokers (within parameters) to resolve technical and complex underwriting issues including 1st level customer escalation or complaints.·
Maintain high level of accuracy and product knowledge as required in a cross line, cross brand team.
Encourage training for team members.·
Provide team with monthly performance results.
Evaluate employee performance and conduct performance appraisals for assigned team members.
Participate in recruitment and salary review/recommendation.
Change leadership - lead by example, embrace change, develop stakeholders

Job qualifications: Do I have what it takes?

Minimum 5 years underwriting experience with min 2 years at a supervisory or managerial level
Excellent communication skills
Strong decision making, problem solving and analytical skills
High degree of collaboration, negotiation and influencing skills
Strong customer service skills
Leadership and team management skills with proven coaching for performance skills
Ability to apply basic project management methodology to the management and/or support of change initiatives
Superior customer and results focus
Strong presentation skills
Excellent organizational skills, ability to prioritize
Strong change management skills support and assist in implementation of changes
Related experience in a call center /contact center environment
Available to work rotate on a schedule that accommodates Concierge Service Centre hours
PC skills: Microsoft Word, Excel, Lotus Notes, Power Point, etc.

Preferred Qualifications:

CIP/FCIP Designation
Formal Management Training
2+ years of contact centre management/team lead experience
Working knowledge of Ontario and Western Region insurance regulations and practices