Job Title

As the Service Supervisor, you will report to the Branch President. 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 performancePerformance management: setting objectives and holding people accountable (L10 Meetings)Monitor workloads: load balancing; scheduling and managing workflowsEnsure adherence to policies, procedures, and underwriting guidelinesDevelop people: develop critical thinking and problem-solving skillsCMB Process: support the development and implementation of business change and process improvementKey Performance Indicators (KPI) ManagementFoster positive working relationships with internal and external partiesAccount Manager team support, as neededConfidentialityConfidentiality 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.CommunicationOpen 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 TargetsWeekly L10 MeetingsRenewal ProcessMarketing ProcessAccounts receivable under 10 days90% Retention of the corporate Book of BusinessOrganic growth of the corporate Book of Business by 5% annuallyOffice SupportTrack and report monthly on metrics that show team progress in key areas of business including: Renewal Process, Accounts Receivable, Training progressIn co-operation with management, prepare and conduct staff reviewsDiscuss with and prepare career plans for staff within the unit, to meet team and individual goalsAttend and participate in staff meetings and company functionsTake all steps to avoid, and report to the VP, Operations, any potential Errors & Omissions or bad debt situationsAbide by and adhere to the policies and procedures as outlined in the Policies and Procedures manualOther related duties as requiredCareer DevelopmentAttend necessary courses and industry events to maintain licensesTake management training courses, as requiredThis job operates in a professional office environment. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.KNOWLEDGE & SKILLS5 8 years experience within an independent commercial insurance brokerage5 8 years experience as a commercial lines account manager & marketing2 4 years experience within a team environment in a leadership positionExcellent communication skills with the ability to present information in a convincing mannerExcellent decision-making skillsStrong ability to multi-task and monitor progress to meet deadlinesExperience with The Agency Manager, Policy Works, Microsoft Office Suite or comparable computer systemsExperience with the Renewal Process, Accounts Receivable ProcessExperience in career planning and team development desirablePlease note that this role offers a competitive compensation structure based on relevant experience.