What is the opportunity?
Our RBC Insurance Advice Centre is recruiting for a Team Leader, Home & Auto Service, which will be responsible for leading a team of customer service representatives, coaching them on delivering an exceptional client experience and ensuring that clients’ service needs are efficiently met. In this role, you will ensure a high level of employee capability and engagement through regular coaching sessions to empower the team to reach their full potential. In addition, you will demonstrate a commitment to balancing operational effectiveness, meeting business objectives and time available to serve clients.
What will you do?
Support the achievement of team sales and service objectives through strong sales management routines and coaching ability to provide client service and maximize team performance.
Coach Advisors to deliver a superior client experience as outlined in the Sales and Advice Experience Map and Conversation Guide and as monitored through call listening and escalations, by providing service solutions to meet the clients' needs
Identify opportunities and gaps in client experience performance and product knowledge identified through operational reviews, coaching sessions or reporting. Build action plans and collaborate with the Director to address gaps and deliver performance results.
Coach team on errors and quality to avoid re-occurrence and mitigate negative client impact.
Act as an ambassador for change within your Team and the Centre, supporting the Director in successfully implementing initiatives and strategies.
What do you need to succeed?
Strong leadership and/or Advice Centre experience
Client & problem resolution experience
Flexibility to work a variety of shifts based on business needs
Minimum 1 year proven people management and/or coaching experience
CIP Designation (or must be currently working towards completion)
Valid OTL/RIBO License
Minimum Level 2 Underwriting