Team Leader, Home & Auto Insurance

Job Summary

Job Description

What is the opportunity?

The Team Leader role is responsible for leading a team of licensed insurance professionals who provide insurance advice and solutions to clients via the telephone within the Insurance Advice Centre. You will provides overall management, leading the establishment and achievement of team sales, cross sell and referral plan through advice driven client discussions. Accountable for ongoing coaching and development of staff, ensuring high level of employee capability and engagement through focused sales management routines. You will foster a client first environment around the proprietary client, collaborating with sales partners to meet all insurance needs of the client, with the goal of deepening the client relationship. This role must also balance the rewards of team efficiencies and due diligence of procedures, process and guidelines relative to risk mitigation.

What will you do?

• Establish a client first culture, actively coaches each team member in delivering a superior client experience, ensuring quality of call attributes are met and maintained.
• Ensure team fully understand products, services, process and procedures and coaches to close gaps.
• Manage and coach activities that enable effective call handling and optimize client availability as reflected in teams’ compliance results and use of other not ready and post call processing as it relates to the team meeting compliance requirements.
• Drive team sales effectiveness to meet team sales plan goals (new business, up sell, cross sell, referrals) through entrenched sales routines and coaching activities targeted to develop team sales capability.
• Coach team to maximize opportunity spotting with all clients, deepening client relationship, improving client retention and increasing number of products per client.
• Consistently practices client focused coaching routines (daily presence on floor, observational coaching, side by sides, remote listening, call quality review) to maximize employee development and client experience deliver.
• Lead / implement change initiatives, ensure teams understand reasoning and connection to supporting client experience and business objectives.

What do you need to succeed?

Must-have

Nice to have

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

RBC is committed to supporting flexible work arrangements when and where available conditional on employees being able to meet with the technological and confidentiality requirements of the role (i.e., private and quiet space, Internet connectivity, etc.) Details to be discussed with Hiring Manager .

LI-Hybrid

LI-ML1

Job Skills

Coaching Others, Customer Service, Customer Service Management, Operational Delivery, Performance Development, Product Services, Sales Activities, Team Management

Additional Job Details

Address :

1 PLACE VILLE MARIE : MONTRÉAL

City : MONTRÉAL

Country : Canada

Work hours / week : 37.5

Employment Type : Full time

Platform : INSURANCE

Job Type : Regular

Pay Type : Salaried

Posted Date : 2025-03-26

Application Deadline :

2025-04-14

Note : Applications will be accepted until 11 : 59 PM on the day prior to the application deadline date above

I nclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com .