Senior Manager - Accounts Retention (Remote First) at Zensurance

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Requirements

5+ years of people management experience. “Managing managers” is preferred
5+ years of experience with billing, retention or customer experience
Experience working at a brokerage is an asset
RIBO license is an asset
Ability to create and present presentations to both internal and external audiences
Experience in de-escalating client complaints and issues
Excellent relationship building skills
Achievement, motivation and perseverance with determination to achieve ever increasing levels of performance
Being a team player with strong work ethics, collaborative approach, and ability to thrive with little or no supervision
Have a proactive approach to problems and issues, working ahead of potential challenges

Responsibilities

Lead, coach and develop Team Leads and individual contributors to ensure retention and customer service excellence
Deliver on team objectives by managing Team Leads and employees through regular 1:1, goal setting; planning and evaluating team activities
Establish and monitor Team Lead and employees' goals by providing consistent feedback
Assist with prioritization and delegation to ensure the team meets their goals
Subject matter expertise on coaching and driving results of team members
Other duties as assigned (Leadership)
Work closely with the Associate Director of Accounts & Director of Accounts & Renewals to understand company goals, develop initiatives, and lead projects to deliver on goals
Build out, analyze and review existing processes to identify efficiencies and optimize team productivity
Manage and oversee all client and employee escalations to deliver on customer satisfaction
Work closely with Software Engineering teams and Business Operations to identify challenges and create solutions that will enable the streamlining of processes
Manage and track all aspects of customer experience and identify areas for improvement
Deliver internal information sessions to enhance insurance and billing knowledge
Develop and maintain meaningful working relationships with external insurance and financing partners
Ensure appropriate resource planning and support the hiring process through interviewing, onboarding, and training brokers
Other duties as assigned (Operations)

Skills

Leadership

Coaching

Mentoring

People Management

Process Design

Process Optimization

Customer Retention

Escalations Management

Customer Experience

Insurance Knowledge

Billing

Goal Setting

Zensurance

Simplifies commercial insurance for small businesses

About Zensurance

Zensurance simplifies the process of obtaining commercial insurance for small businesses in Canada. Acting as a brokerage, it connects small business owners with various insurance providers to offer products like liability insurance, cyber liability insurance, and commercial auto insurance. By utilizing advanced technology, Zensurance reduces operational costs, allowing them to provide competitive rates and a streamlined purchasing experience. Unlike many competitors, Zensurance offers 24/7 support through a dedicated claims team, ensuring clients receive assistance whenever needed. The company's goal is to empower small businesses by making insurance accessible and affordable, while also providing educational resources to help owners understand their insurance needs.

Toronto, CanadaHeadquarters

2016Year Founded

$13.2MTotal Funding

ACQUISITIONCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Remote Work Options

Hybrid Work Options

Comprehensive and Flexible Health and Dental Plans

Health Savings Account/Flexible Spending Account

Parental Leave

Home Office Stipend

Risks

Increased competition from InsurTech startups may erode market share.

Rising customer expectations require continuous innovation in technology and services.

Potential regulatory changes in Canada could impact operations and compliance costs.

Differentiation

Zensurance simplifies insurance for small businesses with a tech-driven approach.

They offer curated insurance packages tailored to specific industry needs.

Zensurance provides 24/7 claims support, enhancing customer satisfaction and loyalty.

Upsides

AI-driven underwriting enhances personalized insurance offerings for small businesses.

Embedded insurance trends offer new distribution channels for Zensurance.

Growing demand for cybersecurity insurance aligns with Zensurance's product expansion.

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