Senior Manager - Accounts Retention (Remote First)

Our Accounts team is continuing to grow, and we are looking for a Senior Manager (Practice Leader) to join our team!Reporting directly to the Associate Director of Accounts, you will be responsible for coaching, mentoring and leading a team of both managers and individual contributors to bolster our Retention team. In this role you will own people management, process design, implementation and management and be a subject matter expert in improving efficiencies within the team.We are looking for someone who exudes operational excellence, strong people leadership and a growth mindset.

Responsibilities

Leadership

• Lead, coach and develop Team Leads and individual contributors to ensure retention and customer service excellence.
• Deliver on team objectives by managing Team Leads and employees through regular 1:1, goal setting; planning and evaluating team activities.
• Establish and monitor Team Lead and employees' goals by providing consistent feedback.
• Assist with prioritization and delegation to ensure the team meets their goals.
• Subject matter expertise on coaching and driving results of team members.
• Other duties as assigned.

Operations

• Work closely with the Associate Director of Accounts & Director of Accounts & Renewals to understand company goals, develop initiatives, and lead projects to deliver on goals.
• Build out, analyze and review existing processes to identify efficiencies and optimize team productivity.
• Manage and oversee all client and employee escalations to deliver on customer satisfaction.
• Work closely with Software Engineering teams and Business Operations to identify challenges and create solutions that will enable the streamlining of processes.
• Manage and track all aspects of customer experience and identify areas for improvement.
• Deliver internal information sessions to enhance insurance and billing knowledge.
• Develop and maintain meaningful working relationships with external insurance and financing partners.
• Ensure appropriate resource planning and support the hiring process through interviewing, onboarding, and training brokers.
• Other duties as assigned.

Requirements

• 5+ years of people management experience. “Managing managers” is preferred.
• 5+ years of experience with billing, retention or customer experience.
• Experience working at a brokerage is an asset.
• RIBO license is an asset.
• Ability to create and present presentations to both internal and external audiences.
• Experience in de-escalating client complaints and issues.
• Excellent relationship building skills.
• Achievement, motivation and perseverance with determination to achieve ever increasing levels of performance.
• Being a team player with strong work ethics, collaborative approach, and ability to thrive with little or no supervision.
• Have a proactive approach to problems and issues, working ahead of potential challenges.