Team Lead - Life Insurance Case Management

WHO YOU ARE:
As a Team Lead for Life Insurance Case Management, you will serve as a critical link between our life insurance clients and insurance carriers. You will manage and develop a high-performing team within our Case Management Department, which facilitates our clients application with our insurance carriers, from beginning to end. This is a leadership position with a strong emphasis on team development, performance management, and quality control.

WHAT YOU’LL DO:

Team Leadership and Performance Management:
Oversee the direct performance of a team of 10-20 associates, ensuring they meet individual and team based goals and performance targets.
Conduct 1:1s, performance reviews, and professional development conversations to provide structured feedback and support growth.
Manage time off (PTO requests and sick call outs) and timecards to ensure proper team scheduling and coverage.
Address performance and behavioral issues through coaching and feedback to drive improvement.
Manage capacity and queues on a day to day basis, ensuring the required work is complete and SLAs are met.
Coaching and Development:
Provide ongoing coaching through side-by-sides, retroactive ticket reviews, and quality results to to support skill building and performance.
Ensure direct reports have the necessary tools, resources, and feedback to excel and meet team goals.
Collaborate with the quality assurance team to ensure compliance with regulations and adherence to company quality standards.
Identify areas for improvement in client conversions and operational efficiency and coach employees on how to improve.

WHAT YOU’LL NEED:
Experience:
Minimum of 1 year of experience working on case management with a proven track record of individual success and growth.
Skills and People Management
Excellent communication skills, with an ability to provide clear, constructive feedback and maintain strong relationships.
High attention to detail, with the ability to prioritize and manage multiple tasks effectively.
Strong problem-solving skills and the ability to remain adaptable throughout the day.
Sound judgment in people situations and the ability to handle difficult conversations and performance challenges.
Demonstrated ability to provide feedback in line with company values and model empathy and tact.
Ability to build a positive and supportive team culture, taking ownership of team success.
A growth mindset with a desire to learn, improve, and contribute to both personal and team development.
Strong teamwork mindset, taking ownership of both individual tasks and the success of the broader team.

WHAT’S IN IT FOR YOU?
We’re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability