Job Description

Job Summary:

As an Insurance Team Leader, you will manage and oversee a team of insurance agents, brokers, or claims/customer service representatives. Your primary responsibility is to ensure the team achieves performance goals, adheres to regulatory standards, and provides excellent service to clients. The role demands leadership, coaching, and problem-solving skills, with a focus on driving results and maintaining a high standard of service within the insurance sector.

KEY SKILLS

• Proven experience in the insurance industry, with at least 2 years in a leadership or supervisory role.
• Strong understanding of insurance products, policy administration, and regulatory requirements.
• Excellent leadership and people management skills, with the ability to motivate and guide a team.
• Strong customer service orientation, with the ability to handle escalations and complex inquiries.
• Good analytical and problem-solving skills, with a focus on achieving results.
• Strong communication and interpersonal skills, both written and verbal.
• Ability to manage time, prioritize tasks, and meet deadlines.
• Proficiency with insurance management software and CRM tools.
• Sales experience (for sales teams) or claims management (for claims teams) is an advantage.

KEY RESPONSIBILITIES

Team Leadership:
• Supervise, coach, and develop a team of insurance professionals to achieve key performance indicators (KPIs) in sales, service, and claims handling.
• Monitor daily operations, ensuring efficient and smooth workflows.
• Conduct regular team meetings to review performance, share updates, and provide ongoing support.
• Address and resolve escalated customer issues or complaints.

Performance Management:
• Set clear performance objectives for the team and track progress against targets.
• Provide feedback, mentorship, and training to improve individual and team performance.
• Develop and implement strategies to optimize team productivity and achieve sales/service goals.
• Prepare and present performance reports to senior management.

Customer Service Excellence:
• Ensure that all customer interactions, claims, or policy services are handled efficiently, adhering to quality standards and turnaround times.
• Promote a customer-first approach and ensure team members consistently deliver excellent service.
• Address complex or high-risk customer situations, offering timely solutions.

Compliance & Risk Management:
• Ensure all team members comply with regulatory requirements, industry standards, and company policies.
• Identify potential compliance risks and implement corrective actions to mitigate issues.
• Keep up-to-date with changes in insurance regulations and ensure the team follows updated procedures.

Training & Development:
• Identify skill gaps within the team and organize relevant training programs to enhance capabilities.
• Conduct one-on-one sessions with team members to discuss performance, provide feedback, and plan development.
• Encourage a culture of continuous learning and professional growth within the team.
Operational Efficiency:
• Collaborate with other departments, including underwriting, claims, and customer support, to improve overall efficiency.
• Help streamline processes and introduce best practices to enhance productivity and service levels.
Sales & Business Development:
• Assist the team in developing strategies for cross-selling and up-selling insurance products.
• Track and support individual and team sales initiatives to meet growth objectives.

PERSON SPECIFICATION
• Bachelor’s degree in Insurance, Business Administration, Finance, or a related field is preferred.
• Business management skills.
• At least 2 years as an insurance team leader.
• Good communication and interpersonal skills