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What is the opportunity?
The Team Leader role is responsible for leading a team of representatives acting as inbound Creditor insurance professionals who provide insurance advice and solutions to clients via the telephone within the Creditor Insurance Advice Centre. Successful candidates will actively lead and coach teams on activities that contribute to the achievement of the sales plan through retention, cross sell, and client experience goals. Employees in this role will work in partnership with Sales Effectiveness to ensure a high level of employee capability and engagement through focused coaching and sales routines that assists with decreasing absenteeism and attrition.
What will you do?Consistently practice client focused coaching routines (daily presence on floor, observational coaching, side by sides, remote listening, call quality review) to maximize employee development and client experience delivery.Accountable to drive team sales effectiveness to meet team sales plan goals (new business, up sell, cross sell) through entrenched sales routines and coaching activities targeted to develop team sales capability.Manage and coaching a team of 10-12 insurance advisors on activities that enable effective call handling and optimize client availability.Balance the rewards of team efficiencies and due diligence of procedures, process and guidelines relative to risk mitigation.Demonstrate managerial courage to maximize performance of team, as well as continued ownership of own personal development plan in order to achieve success within the teamResponsible for building team’s skill, capability and development of actions plans to close any identified gaps.
What do you need to succeed?
Must-haveDemonstrated sales skillsStrong verbal communication and relationship building skills, ability to demonstrate managerial courage.Confident, enthusiastic self-starter who collaborates well with others, takes ownership of and enjoys delivering a positive client experience in each client conversation.Strong interpersonal skills, solid product knowledge, exceptional customer service attributes and a passion for sales.Initiative, leadership and motivation to succeed will be key factors in this role.Proven experience in coaching and client service delivery.Must be fluent in both English and FrenchThe business is open Monday to Friday, 8am to 10pm. Candidates must be flexible to work a variety of shifts within the hours of business
Nice-to-havePost-secondary education (College diploma or University degree preferred) is preferred. Preference will be given to candidates with previous leadership experiencePrevious experience in an inbound contact centre environment is an asset.
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.A comprehensive Total Rewards package including flexible benefits, competitive compensation, and stock optionsWork in a dynamic, collaborative, progressive, and high-performing team. By joining RBC Insurance, you also become part of a supportive, inclusive team that shares common values – including a fundamental respect for each otherLeaders who support your development through coaching and managing opportunitiesFlexible work/life balance optionsAbility to make a difference and lasting impact
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com.
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Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.
Address: 1 Place Ville Marie
Work Hours/Week: 37.5
Work Environment: Call Centre
Employment Type: Permanent
Career Level: People Manager
Pay Type: Salaried
Required Travel (%): 0
People Manager: Yes
Application Deadline: 10/10/2016
Req ID: 119955
Posting Notes: None
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