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1 Mar 2017

Full-Time Director of Client Experience

Josslin Insurance – Posted by Josslin Insurance New Hamburg, Ontario, Canada

Job Description

Overview

Josslin Insurance is looking for a Director of Client Experience to join their management team. The person in this newly created role will be a key member of the team responsible for leadership and guidance, through coaching, for all insurance lines, in alignment to the company’s vision and values.

 

This person will drive collaboration of the Leadership Team to ensure:

  • Departmental and strategic objectives are met and adequate service staffing levels are maintained
  • A continual focus on the quality of the client experience
  • Processes are continually improved and followed consistently

 

Responsibilities

  • Provide coaching and guidance to the Service Team
  • Collaborate with Director of Sales and Innovation & Training Specialist to ensure a high quality of service
  • Apply a coaching mindset and invests in a continual professional development plan for each direct report
  • Oversee hiring and development of the Client Service team
  • Approve annual performance plans and conduct regular reviews with direct reports
  • Prepare and review budgets/forecasts with Leadership Team and Controller, creating action plans based on the results
  • Participate in after hours claims/emergency calls
  • Collaborate with Team Leads to organize regular staff meetings and communication
  • Monitor all Service Teams on Key Performance Indicators
  • Resolve escalated client service issues amicably
  • Act as Privacy Officer to monitor and update policies to ensure compliance with legislation

Qualifications

  • 10-15 years of insurance industry experience e.g. brokerage and/or insurance company (or equivalent)
  • College/University Degree (or equivalent relevant experience)
  • Several years of progressive management experience in a professional, service-oriented environment
  • Strong leadership and project management skills essential
  • Ability to recognize trends and identify possible threats, suggesting solutions and implementing resultant action plans
  • Ability to tailor a message to a variety of audiences
  • Demonstrated ability to influence, negotiate, and develop relationships with a variety of stakeholders, both internally and externally
  • Strong organizational and problem solving skills combined with analytical and planning abilities
  • Adaptable management style
  • Knowledge of Microsoft Office products, including Word, Excel, and PowerPoint
  • Knowledge of Broker Management Systems, Rating Programs, Company Portals, Document Management Systems and Voice recording systems
  • Registered Insurance Broker of Ontario (RIBO) License (preferred)
  • Canadian Accredited Insurance Broker (CAIB) equivalent (preferred but not required)

 

About Josslin Insurance

A Beyond Best in Class Certified, family-owned insurance brokerage, Josslin Insurance was established in 1880 and has since grown to six offices in Cambridge, Elmira, Kitchener, New Hamburg, Tavistock and Wellesley. We have brokers who specialize in personal, commercial, agricultural, life and disability insurance. As an organization, we value individuals who are passionate about their work, and who search for ways to simplify insurance for our clients, which is why we believe in investing in innovative projects and professional development for our staff.

We strive to make a real difference every day! We foster a corporate culture of respect and integrity and make it a point to give back to our communities.  So, if you enjoy working with a group of friendly people and the opportunity to develop professionally in an innovative, client-focused environment, apply today!

How to Apply

Josslin offers a comprehensive benefits package, including an attractive RRSP matching plan, a great office environment and working culture. Interested candidates should submit resume, including cover letter to the following email address: clientexperience@josslin.com no later than March 16, 2017. We thank all candidates for their interest in this position but only those selected for interviews will be contacted.

Job Categories: Management. Job Types: Full-Time.

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