Team Lead BSC Application Processing

Manulife • Waterloo, Ontario, Canada • 7h ago

Position Responsibilities:

Oversee and review the daily operations of the application processing and broker support team to ensure adherence to established procedures and timelines.
Monitor workflow and workloads to optimize productivity and efficiency.
Ensure all deliverables are completed on schedule while nurturing a collaborative and supportive team environment.
Analyze daily activities to identify significant changes or trends in application processing and broker support requests.
Prepare and present reports to management, highlighting key findings and insights.
Ensure accurate and timely preparation and submission of daily reports related to application processing and support.
Collaborate with the team to compile data and insights for reporting purposes.
Assist the BSC Manager in hiring, training, retaining, and performance managing new employees.
Provide ongoing coaching and support to team members to foster professional growth and development.
Handle and resolve daily escalations and issues promptly and effectively, ensuring minimal disruption to operations.
Act as a secondary point of escalation for complex cases that require additional attention.
Evaluate existing processes and identify opportunities for improvement to enhance efficiency and effectiveness.
Propose and implement approved changes to streamline operations and reduce processing times.
Assist with procedure writing and updates as required.
Support the manager in the overall management of the team, ensuring alignment with organizational goals and objectives.
Foster a positive and collaborative team environment, encouraging open communication and teamwork.

Required Qualifications:

Proven experience in a team leadership role, preferably within the financial services or insurance sector
Bilingual proficiency in English and French is an asset.
Strong analytical skills with the ability to identify trends and make data-driven recommendations.
Excellent organizational and multitasking abilities.
Strong interpersonal and communication skills, with the ability to lead and motivate a team.
Problem-solving skills and the ability to handle escalations effectively.
Proficiency in relevant software and tools (e.g., CRM systems, Microsoft Office Suite).
Ability to assist with UAT testing.

Work Environment:

This role requires flexibility and adaptability to manage a dynamic and fast-paced work environment.
This roles requires presence in the office a minimum of three days a week Waterloo.
We'll empower you to learn and grow the career you want.
We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we'll support you in shaping the future you want to see.

Manulife

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