Job Description

As the Service Supervisor, you will report to the VP Client Relations. You are the liaison between the service teams and upper management and focus in 3 main areas: Team Management, Process, and Culture. In your roles as the “Service Coach” you are responsible for the daily tasks of the service team, aligning projects with business goals, constructing detailed work schedules, managing employees, achieving milestones, and communicating with upper management along the way. You also serve as the face of the company, interacting with customers and carriers, and ensuring a positive and satisfactory experience with the company. With keen attention to details and a mind for business, and vast commercial insurance knowledge you can quickly solve problems, keep pipelines, projects, or programs on schedule and within scope and budget, with flawless execution.

• Provide leadership and mentorship: through coaching and communicate expectations for employee performance
• Performance management: setting objectives and holding people accountable (L10 Meetings)
• Monitor workloads: load balancing; scheduling and managing workflows
• Ensure adherence to policies, procedures, and underwriting guidelines
• Develop people: develop critical thinking and problem-solving skills
• CMB Process: support the development and implementation of business change and process improvement
• Key Performance Indicators (KPI) Management
• Foster positive working relationships with internal and external parties
• Account Manager team support, as needed

Confidentiality

Confidentiality is essential in a managerial role. Confidential workplace information can generally be broken down into three categories: employee information and circumstances, management information, and business information. In the wrong hands, confidential information can be misused and result in lawsuits for the employer, culture and morale erosion, and a loss of employee trust, confidence, and loyalty. These outcomes always result in a loss of productivity.

Communication

Open communication is key. The Service Supervisor is the communication link between the front-line and management. The Service Supervisor disseminates information to the team and forwards information in a timely manner. The Service Supervisor works closely with team members to resolve issues and reports as required on performance, issues, and resolutions.

Department Targets

• Weekly L10 Meetings
• Renewal Process
• Marketing Process
• Accounts receivable under 10 days
• 90% Retention of the corporate Book of Business
• Organic growth of the corporate Book of Business by 5% annually

Office Support

• Track and report monthly on metrics that show team progress in key areas of business including: Renewal Process, Accounts Receivable, Training progress
• In co-operation with management, prepare and conduct staff reviews
• Discuss with and prepare career plans for staff within the unit, to meet team and individual goals
• Attend and participate in staff meetings and company functions
• Take all steps to avoid, and report to the VP, Operations, any potential Errors & Omissions or bad debt situations
• Abide by and adhere to the policies and procedures as outlined in the Policies and Procedures manual
• Other related duties as required

Career Development

• Attend necessary courses and industry events to maintain licenses
• Take management training courses, as required

Knowledge and Skills

• Excellent communication skills with the ability to present information in a convincing manner
• Excellent decision-making skills
• Strong ability to multi-task and monitor progress to meet deadlines
• Experience with The Agency Manager, Policy Works, Microsoft Office Suite or comparable computer systems
• Experience with the Renewal Process, Accounts Receivable Process
• Experience in career planning and team development desirable

Education Requirements

• Licensed Level 2 Insurance Agent desirable
• Completion of CIP or CAIB designation or equivalent desirable

This job operates in a professional office environment. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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