Team Leader, New Business Client Experience

We put our people first. As an employer of choice, Acera Insurance, offers an outstanding workplace and employee culture that creates valuable opportunities for all employees. 

 Our people are:

• Encouraged to challenge the status quo and never stop learning in their commitment to excellence.
• Empowered with a sense of accountability and autonomy to take ownership of their work.
• Treated with respect and act with integrity by putting clients, colleagues, and community first.
• Recognized for their achievements and celebrate festivities, big and small, to make work fun.

We also proudly offer most employees the opportunity to become owners. With over 700 employee owners, Acera Insurance is the only Canadian brokerage that is widely owned by its employees. Our employee owners have a vested interest and get to share in Acera Insurance’s success — which they make possible.

Join our award-winning network of over 1,300 professionals across Canada and change the way people feel about insurance.

TEAM LEADER, NEW BUSINESS CLIENT EXPERIENCE | ALBERTA

The Team Leader, New Business Client Experience, plays an important leadership role in driving business growth, operational excellence, and excellent client experience across the region. This role is responsible for leading a high-performing in-bound sales team by fostering a culture of collaboration, mentorship, and accountability. The successful candidate will work closely with senior leadership and cross-functional partners to drive revenue growth and ensure seamless service delivery. This role also includes resolving escalated issues, building relationships with key insurers and providing the inbound team with solid guidance on workflow as well as sales management.

Job Details

Status: Full-Time, Permanent

Location: One of Our Acera Offices

Primary duties include, but are not limited to, the following:

• Lead and develop a high-performing in-bound sales team, fostering a culture of collaboration, accountability, and employee engagement to achieve business objectives.
• Guide the team to drive business growth and deliver an exceptional customer experience.
• Ensure lead and referral management processes are handled efficiently and consistently, with strong service standards in place.
• Support the effective use of client intake and workflow tools to maintain data accuracy and improve efficiency.
• Monitor and report on business activity and performance trends to provide leadership with clear visibility into team results.
• Collaborate with support and administrative staff to ensure timely client service and accurate information capture.
• Foster a culture of open communication and accountability through the use of centralized communication and knowledge-sharing platforms.
• Leverage the strengths and capabilities of your team to implement strategic initiatives, ensuring operational excellence and impactful results through regional coordination.
• Ensure best practices, market insights, and operational processes are documented and accessible to the team to maintain continuity and consistency.
• Conduct regular one-on-one meetings with team members, ensuring ongoing development through coaching, mentorship, and performance excellence.
• Evaluate and enhance client experience and implement tools and programs to enhance their experience.
• Address and resolve client escalations with a focus on problem-solving, maintaining positive relationships, and ensuring timely follow-up on complex issues.
• Develop and maintain strong working relationships with our key insurer partners.
• Travel within the region as needed.
• Perform other duties as assigned.

Competencies:

• High degree of professionalism and integrity 
• Committed to excellence in client experience and building strong relationships with internal and external partners
• Results driven, business growth focused strategic planner with strong planning and financial analysis skills 

• Demonstrated accountability and reliability in delivering quality and timely results 
• Flexible and adaptable with proven problem-solving skills 
• Strong communication skills – both verbal and written 
• Works well within a team environment or independently and able to adjust to tight and changing deadlines 
• Critical thinker with strong attention to detail 

• Ability to make quick, confident decisions 
• Comfortable managing multiple priorities successfully 
• Proven strong interpersonal and collaborative skills

Qualifications:

• A minimum of 5 years of progressive sales experience with demonstrated leadership or supervisory responsibilities. Formal experience in brokerage management is an asset.
• Demonstrated experience guiding a team and effectively handling employee issues and performance is considered an asset.
• Experience improving or aligning processes and training to support growth and efficiency.
• Demonstrated ability to use data, reporting, and performance metrics to manage and guide a team effectively.
• Familiarity with digital collaboration and knowledge sharing platforms that enhance team communication and productivity.
• Post-secondary education in a related field, or equivalent combination of education and experience is an asset.
• General Insurance License is required.
• CAIB or CIP designation or working towards is considered an asset.

Acera Insurance is the largest independent, employee-controlled brokerage in Canada. We are proudly 100% Canadian owned and operated. With over 70 locations across British Columbia, Alberta, Saskatchewan, Ontario, Nova Scotia, and the Yukon, $1.4 billion in gross written premium, and $1.3 billion group retirement savings assets under management, our team provides individuals, families and businesses unbiased insurance and risk management solutions that have a distinct Canadian perspective. Our collaborative work structure combines our people’s strength and expertise to offer greater value, knowledge, and resources to our personal and commercial clients nationwide, including comprehensive group benefits.

Acera Insurance is an equal opportunity employer and is committed to all forms of diversity in the workplace. All qualified individuals are encouraged to apply.