Service Supervisor - Edmonton, Canada - CMB Insurance Brokers

CMB Insurance Brokers

Verified Company

Edmonton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Supervisor

Focus:
Leadership, Management & Accountability (LMA)

Renewal & Marketing Pipeline

Process

Carrier Relations

Retention

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 problemsolving 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
Manage open binders

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 cooperation 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, EDUCATION & SKILL
years' experience within an independent commercial insurance brokerage
years' experience as a commercial lines account manager & marketing
years' experience within a team environment in a leadership position