Job Description

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

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Leadership

+ Lead, coach and develop Team Leads and individual contributors to ensure retention and customer service excellence

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+ 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.
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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.