Team Leader, Insurance Program Quality Assurance - Guelph, Canada - Agricorp

Agricorp

Verified Company

Guelph, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Agricorp is looking for a Team Leader to join our Program Quality Assurance and Performance Standards team in the Program Delivery division
:

The Role:

The
Team Leader, Program Quality Assurance and Performance Standards acts as a directional and motivational leader.

As the Team Leader, you will enable a diverse team of professionals to implement quality measures for highly complex to non-complex underwriting, claims, customer accounts and product promotion activities.

In this role, you will:

Oversee the investigation and audit of claims or underwriting files, escalations and appeals assigned to the team.
Develop processes and procedures, including standard operating procedures (SOPs), to enhance team and department's ability to meet longterm business needs.
Manage team's work flow/activities and support team members with daily interactions and challenges intervening with clients, agents or internal stakeholders for the purpose of excellent service delivery.
Collaborate with the Director, Operations to resolve highly complex, high risk issues quickly ensuring all are conducted from an endtoend perspective, maintaining quality and consistency of business standards, and using critical thinking to mitigate risk and potential future issues.
Work with management peers in Program Delivery to establish shared solutions and plans to meet emerging customer needs.
Seek feedback from internal and external customers, interpret the data and identify opportunities for change based on best practices for quality assurance and performance standards.
Liaise with other internal departments such as Underwriting & Customer Accounts, Claims Services and Customer Care to align activities and schedules for maximum efficiency.
Create a positive work environment by providing leadership and rolemodelling to team members and across the department.
Conduct formal performance management activities (including quality reviews and performance documentation) and provide verbal and written feedback to enable and motivate higher outcomes.

Job status:

Permanent

Salary range:

$87,856 - $103,360

Work status:

Full time in office, remote and hybrid work arrangements are available

Location:

Must live in Ontario to perform this role

Qualifications:

Postsecondary education in a related field (economics, finance, commerce, business, agriculture) or equivalent experience
Minimum 7 years' experience in claims adjudication, insurance claims or underwriting, preferably in the financial services or agricultural industry
Indepth knowledge and proven expertise in endtoend underwriting and claims processes
Proven experience in leading, coaching and mentoring others
Experience implementing business change and operational improvements
Experience in communicating with diverse stakeholders
Conflict resolution or dispute mediation experience an asset
Working towards a Chartered Insurance Professional (CIP) or Fellow of the Insurance Institute of Canada (FIIC) professional designation an asset
Courses in accounting, risk analysis, risk management or financial analysis an asset

Key Competencies:

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Leading teams - Leads and supports the performance of a team towards achieving excellent results
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Planning and organizing - Develops, implements, evaluates and adjusts plans to reach goals while ensuring the optimal use of resources
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Initiative - Identifies and deals with situations and issues proactively and persistently, seizing opportunities that arise
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Client Focus - Provides service excellence to internal and external clients
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Critical judgment, decision making and problem solving - Uses critical judgment to make decisions and solve problems involving varied levels of complexity, ambiguity and risk
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Analytical thinking - Interprets, links and analyses information and situations by breaking them down into component parts and identifying patterns, connections and underlying issues
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Achieving quality results - Focuses efforts on managing one's self to achieve high quality results consistent with the organization's standards and measures, while managing risk
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Time management and priority setting - Exercises conscious control over the amount of time spent on specific activities, especially to increase efficiency or productivity

Background:

Agricorp, an agency of the government of Ontario.
Agricorp delivers government programs.

These programs help protect the livelihood of over 47,000 Ontario farmers against the many risks farm businesses face every day.

Our employees are skilled professionals who respond when industry and government need us, manage public funds with great care and integrity, and deliver a quality customer experience.

Agricorp helps grow Ontario agriculture. We underwrite $7 billion in risk each year. The agency was established in 1997, and in our first 25 years we made $7.5 billion in payments to farmers when