The Opportunity

Reporting to the Manager of the Regional Processing Centre, you will lead a team of underwriting assistants and technicians. This leadership role focuses on coaching, developing, and mentoring your team to achieve key performance metrics in a fast-paced, evolving environment. A key aspect of this position is collaborating with internal business partners to ensure success.

What to Expect

- Lead and develop your team: You’ll support, coach, and manage the performance of your Direct Reports, driving the achievement of business, functional, and individual productivity levels alongside service level agreements (SLAs) and operating level agreements (OLAs).

- Foster a high-performance culture: You’ll champion an environment of innovation, collaboration, and teamwork, supporting our commitment to sustained, profitable business growth.

- Partner on quality and training: You’ll collaborate closely with Regional Technical Specialists to build tailored training plans and review Quality Review results to continuously elevate your team's output.

- Own team performance metrics: You’ll be accountable for team success across key metrics, including quality, service, production, financial targets, hybrid work arrangements, and our core culture and values.

- Manage capacity and scheduling: You’ll partner with business partners and your leader to forecast regional processing capacity and coordinate schedules (e.g., vacation, training, and personal leaves) with guidance from HR as needed.





- Drive process standardization: You’ll actively support the creation, update, and maintenance of Standard Operating Procedures (SOPs) for both new and existing operational processes.

- Champion smooth onboarding: You’ll facilitate successful onboarding experiences for new hires in close collaboration with Senior Leaders, Regional Technical Specialists, and HR.

What you Bring

- Education & Professional Credentials: A University degree or College diploma. Having your Chartered Insurance Professional (CIP) and/or Certified Risk Management (CRM) designation is considered a robust asset.

- Industry & Leadership Experience: 3 to 5 years of progressive experience within the insurance industry. This must include 1 to 3 years of formal or informal supervisory/leadership experience, showcasing your ability to guide, mentor, and manage a team.

- Exceptional Communication: Strong customer service orientation with exceptional verbal and written communication skills to effectively collaborate with internal team members and external business partners.

- Resilience in Motion: A proven ability to thrive and remain organized under pressure within a fast-paced, rapidly changing operational environment.

- Strategic Thinker & Problem Solver: Excellent analytical skills, sound decision-making abilities, and strong negotiation skills to navigate complex situations and deliver balanced business outcomes.

Salary Range:$73,600-$123,500

📌 Team Lead, Regional Processing Center (Waterloo)
🏢 Definity
📍 Waterloo