Team Lead, Insurance Operations (Finance)

TL;DR

Team Lead, Insurance Operations (Finance): Managing a service team to achieve business results through process and quality management with an accent on workforce efficiencies and customer experience. Focus on coaching front-line employees, optimizing workflows, and implementing major change initiatives.

Location: Hybrid in Toronto

Salary: $65,000 - $95,000

Company

hirify.global is a financial services organization committed to providing exceptional service and sustaining an inclusive, diverse environment.

What you will do

• Build and manage a high-performing service team to consistently attain quality and service objectives.
• Provide frequent, direct coaching and development through daily huddles, 1-on-1s, and goal setting.
• Manage scheduling and workflow for case management teams to ensure compliance and SLA standards.
• Conduct gap and root cause analysis to identify and implement continuous improvement opportunities.
• Resolve high-level escalations and evaluate team call quality against internal standards.
• Collaborate with other Insurance Operations leaders to integrate functions and meet overarching company goals.

Requirements

• Minimum 5+ years of progressive leadership experience, preferably in insurance, financial services, or call center management.
• College Diploma or University Degree.
• Proven ability to coach and mentor front-line employees to create a high-performing team.
• In-depth knowledge of insurance products, systems, and regulatory requirements.
• Strong analytical, problem-solving, and decision-making skills within fast-paced environments.
• Intermediate to advanced proficiency with Microsoft Office.

Culture & Benefits

• Competitive base salary with eligibility for a discretionary variable incentive plan.
• Strong commitment to Inclusion, Diversity, and Equity (IDE).
• Flexible working hours between 8:00 a.m. and 8:00 p.m.
• Supportive work environment that values creativity, learning, and accountability.
• Accessible recruitment process with accommodations for candidates with different abilities.