Career Opportunity Role Title Team Leader, Contracting Purpose of role As a member of the Insurance Operations Team, the Team Leader, Contracting, is a subject matter expert and is accountable for achieving the required business results through effective process, workflow, and quality management. The Team Leader will ensure a consistent and exceptional service experience for internal and external customers by ensuring the front-line employees are motivated, coached, and skilled to meet the department’s performance targets. The Team Leader will play a key role in supporting the implementation of major change initiatives. Job Description Key Responsibilities Build, manage, and sustain a high performing production and inbound call center team, ensuring that service and quality objectives are being attained and maintained on a consistent basis Ensure team members are trained and fully competent in all the required functions and company approved technologies and tools to effectively assist, support, and resolve all customer inquiries Manage workflow ensuring SLA and quality standards are achieved Provide leadership, coaching, and mentoring to the staff to develop their competencies and position them for success Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level Support a positive, motivating work environment that values the people and encourages participation, creativity, learning, and accountability Consistently display the knowledge, skills, behaviors and attitudes reflective of a high performing business unit with a diverse workforce Initiate and implement process recommendations, with appropriate approvals. Act as a change sponsor to ensure successful implementation of new processes, procedures, systems, etc. Facilitate feedback from team members to one-up Manager Proactively support the Leadership Team with required reports, summaries, investigations, feedback, and potential challenges. Effectively liaise and negotiate with other business units to resolve and enhance customer service expectations and business deliverables Collaborate with other leaders and staff to ensure that all functions are fully integrated and are in accordance with the Company’s goals and objectives, ensuring that all SLA’s are met and/or exceeded, and to resolve issues and challenges Key Qualifications Education: Minimum Required - Post Secondary or equivalent field experience Experience: Minimum Required - Minimum 2 years of progressive leadership experience, preferably within the insurance / financial services industry Strong people leadership skills with the proven ability to coach and mentor front line employees and to create high performing teams through effective employee selection, motivation, and performance management techniques / programs In depth product, system, and regulatory knowledge with proven ability to adapt and implement on-going changes, ensuring seamless transition to the customer Strong sense of personal accountability, mature judgment, confidence, and flexibility. Ability to exercise independent discretion at all times Well-developed and creative problem solving and analytical skills to identify and report on team’s progress, business trends, initiatives, customer and employee issues, including the ability to identify problems in their early stages and solve by analyzing options and developing alternative solutions Must have the initiative and ability to look for and champion improvement opportunities. Adaptable to on-going change and lead by example A “take charge” attitude along with the ability to self-manage workload and priorities in a changing and evolving environment. This includes effective time management, multi-tasking, and prioritizing skills Demonstrated ability to prioritize own work and work of others; can work effectively under pressure and time constraints within a fast-paced environment Exceptional customer service orientation Advanced verbal, written, and interpersonal communication skills required to effectively communicate with all levels of employees and customers Understand the implications of data input, content, and quality to all systems, departments, and end customers Takes initiative to increase knowledge of Foresters Financial business and how own job contributes to our corporate and departmental objectives. Applies this knowledge to be productive and successful Advanced level proficiency with computer applications (Microsoft Office, Word, Excel) Knowledge of PMACS and PMACS web systems would be an asset Ability to work within the hours of Insurance Operations (8:00am – 6:00 pm) Must be available to work statutory holidays to support our US customers Must be willing to work extended hours, evenings, and weekends during peak periods as required to support changing conditions, customer demand, and business needs #LI-Hybrid Salary Range: $65,000.00 - $95,000.00 The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance. Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role. Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves. Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email accommodations@foresters.com in advance of your appointment. Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team. Foresters Financial™ is an international financial services provider with a unique history that began in 1874 when we set out to provide access to life insurance for average, working families. More than 150 years later, we provide life insurance, savings, retirement and investment solutions that help families achieve long-term financial health and security.