Team Leader, Home & Auto Insurance - Advice Centre

What is the opportunity?

The Team Leader role is responsible for leading a team of licensed insurance professionals who provide insurance advice and solutions to clients via the telephone within the Insurance Advice Centre. You will provides overall management, leading the establishment and achievement of team sales, cross sell and referral plan through advice driven client discussions. Accountable for ongoing coaching and development of staff, ensuring high level of employee capability and engagement through focused sales management routines. You will foster a client first environment around the proprietary client, collaborating with sales partners to meet all insurance needs of the client, with the goal of deepening the client relationship. This role must also balance the rewards of team efficiencies and due diligence of procedures, process and guidelines relative to risk mitigation.

What will you do?

• Establish a client first culture, actively coaches each team member in delivering a superior client experience, ensuring quality of call attributes are met and maintained.
• Ensure team fully understand products, services, process and procedures and coaches to close gaps.
• Manage and coach activities that enable effective call handling and optimize client availability as reflected in teams' compliance results and use of other not ready and post call processing as it relates to the team meeting compliance requirements.
• Drive team sales effectiveness to meet team sales plan goals (new business, up sell, cross sell, referrals) through entrenched sales routines and coaching activities targeted to develop team sales capability.
• Coach team to maximize opportunity spotting with all clients, deepening client relationship, improving client retention and increasing number of products per client.
• Consistently practices client focused coaching routines (daily presence on floor, observational coaching, side by sides, remote listening, call quality review) to maximize employee development and client experience deliver.
• Lead/implement change initiatives, ensure teams understand reasoning and connection to supporting client experience and business objectives.

What do you need to succeed?

Must-have

• A valid Damage Insurance certification delivered by the AMF Autorité des marches financiers.
• Experience required in damage insurance preferably in a call centre environment.
• Bilingualism (English and French) required, as you will regularly serve our clients with English and French speaking needs.
• Proven people development, sales coaching capabilities and professional sales experience.
• Strong leadership skills and team management changes; great ability to influence and impact.
• Be able to successfully work in a dynamic and changing environment; A high capacity to adapt to change and great flexibility.
• Flexibility to work all shifts within the hours of operation. The Home & Auto Advice Centre is open Monday - Friday, 8:00am - 8:30 pm.

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards package including flexible benefits, competitive compensation, commissions and stock.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• Ability to make a difference and lasting impact.
• Opportunities to take on progressively greater accountabilities.

RBC is committed to supporting flexible work arrangements when and where available conditional on employees being able to meet with the technological and confidentiality requirements of the role (i.e., private and quiet space, Internet connectivity, etc.) Details to be discussed with Hiring Manager.

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Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above