Senior Manager - Accounts Retention (Remote First)
Toronto, ON
Broking – Accounts /
Full-time /
Remote
Our Accounts team is continuing to grow, and we are looking for a Senior Manager (Practice Leader) to join our team!
Reporting directly to the Associate Director of Accounts, you will be responsible for coaching, mentoring and leading a team of both managers and individual contributors to bolster our Retention team. In this role you will own people management, process design, implementation and management and be a subject matter expert in improving efficiencies within the team.
We are looking for someone who exudes operational excellence, strong people leadership and a growth mindset.
Responsibilities
- Leadership
- Lead, coach and develop Team Leads and individual contributors to ensure retention and customer service excellence.
- Deliver on team objectives by managing Team Leads and employees through regular 1:1, goal setting; planning and evaluating team activities.
- Establish and monitor Team Lead and employees' goals by providing consistent feedback.
- Assist with prioritization and delegation to ensure the team meets their goals.
- Subject matter expertise on coaching and driving results of team members.
- Other duties as assigned.
- Operations
- Work closely with the Associate Director of Accounts & Director of Accounts & Renewals 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 billing knowledge.
- Develop and maintain meaningful working relationships with external insurance and financing partners.
- Ensure appropriate resource planning and support the hiring process through interviewing, onboarding, and training brokers.
- Other duties as assigned.
Requirements
- 5+ years of people management experience. “Managing managers” is preferred.
- 5+ years of experience with billing, retention or customer experience.
- Experience working at a brokerage is an asset.
- RIBO license 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.
