Job Description

As the

Service Team Lead

, you are the heartbeat of our office environment--ensuring smooth day-to-day operations, fostering a positive and collaborative workplace culture, and serving as a key liaison between staff, leadership, and clients. You are a people-first leader who thrives on building strong teams, maintaining high morale, and creating an environment where employees feel supported, valued, and empowered to succeed. Specific duties that the Service Team Lead would be expected to perform are as follows:

Client Service

Lead and support a dynamic team by setting clear expectations, providing regular coaching and conducting performance reviews Foster a collaborative, inclusive, and high-energy office culture that aligns with company values Plan and coordinate team-building activities, office events and celebrations to boost morale and engagement Act as a mentor and resource for staff, supporting career development and growth opportunities Represent the company with professionalism and warmth in all client and carrier interactions Ensure a high standard of customer service and satisfaction

Operations and Administration

Oversee daily office operations, including workflow management, resource allocation and emphasizing process flow Ensure adherence to internal policies, procedures and industry guidelines Monitor team workloads and adjust assignments to maintain balance and efficiency Track and report on key performance indicators (KPI's) such as client retention, renewal timelines and accounts receivable

Communication and Conflict Resolution

Serve as the primary communication bridge between front-line staff and senior leadership Promote open, transparent communication across all levels of the organization Address and resolve workplace conflicts with professionalism, empathy and discretion Maintain confidentiality in all matters related to employee and business information

Professional Development and Compliance

Stay current with industry trends and maintain necessary licenses through ongoing education Participate in management training and leadership development programs Support process improvement initiatives and contribute to strategic planning

Team Support

Report any problems on potential lost accounts before occurrence to the Branch President Take all steps to avoid Errors & Omissions, and report any potential E&O to the Branch President Attend and participate in Team meetings, general staff meetings and company functions

Office Support

Abide by and adhere to the policies and procedures as outlined in the CMB Policies & Procedures Manual. Utilize the Agency Manager, Microsoft Office Suite, APF Finance and ISNet World programs Be familiar with and support the Entrepreneur Operating System (EOS)

Knowledge and Experience

2+ years within a commercial insurance environment 5+ years within a team environment in a customer service or management position Experience with The Agency Manager, Microsoft Office Suite, Compu Quote or comparable computer systems.
Job Types: Full-time, Permanent

Pay: From $65,000.00 per month

Benefits:

Casual dress Company events Dental care Disability insurance On-site parking Tuition reimbursement Vision care
Schedule:

Day shift Monday to Friday
Application question(s):

Do you have your Alberta Level 1 or 2 Insurance License? How many years of commercial insurance experience do you have?
Work Location: In person