Team Lead, Regional Processing Center at Petline… · Waterloo

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 strong 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

About the Team

Economical is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

About the Company

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).

#LI-Hybrid