Oversee and coach team to ensure the work environment is respectful, challenging and rewarding and employees are maximized to their full potential while contributing to the achievement of Wawanesa's goals.
Contribute to and support the development and evolution of Wawanesa's policies and practices through developing and improving internal processes, procedures and systems.
Coordinate and oversee daily activities, managing service levels and monitoring work flow.
Address escalated issues service complaints, providing solutions, feedback and support.
Conduct regular audits of the Life Services team’s work and files; coach team to strive for continuous improvement and development by coordinating, tracking and analyzing Key Performance Indicators (KPIs).
Develop standard templates, review and improve administrative tasks and processes to ensure consistency and efficiency, proper workflow and reduce backlog where possible.
Contribute towards the Life Services department through reviewing, planning and implementing new products and programs.
Contribute to strategic initiatives and be receptive to both employee resistance and acceptance, so that genuine understanding and commitment can occur.
Stay abreast of industry, regulatory and company changes or trends as they relate to the insurance industry.
Perform other duties as assigned.
Qualifications
Minimum five (5) years’ Life Insurance experience in progressive roles with three years in a senior capacity.
Post-secondary degree/diploma is an asset.
Actively working towards or completion of the ACS and/or ALMI designation is required.
Strong computer skills and knowledge of the Microsoft Office suite is required.
Ability to read/write (bilingual) in French is an asset.
Strong leadership skills with the ability to motivate and engage high performing teams while managing change.
Ability to ensure group objectives are met using a collaborative, team approach.
Strong attention to detail with the ability to identify relevant information and potential impacts.
Strong decision-making skills, with the ability to identify and review potential impacts.
Strong communication and negotiation skills, with the ability to communicate at the right level for the intended audience.
Excellent customer service skills including empathy and concern for our customers.