Reporting to the Director of Operations, the incumbent is a member of the Management team. This individual should be highly motivated; detail oriented and maintain strong communication and relationship building skills.

Main Duties and Responsibilities:

 Lead the Head Office Personal Insurance service team, ensuring clients and team members are supported with respect to new business, endorsements, claims and the renewal process; assist in complex cases & escalations

 Provide leadership, guidance, mentorship and coaching to all staff for quality, performance and professional development

 Dispense technical expertise to the Personal Insurance service staff and personal lines Executives

 Ensure equitable work distribution and meeting of high client service standards

 Conduct ongoing quality assurance audits; ensure that technology is maximized and efficient processes and workflows are being followed contributing to an extraordinary client experience

 Attend and actively participate in scheduled management meetings & participate in the Company’s annual planning process; report on current conditions of the personal lines division (growth, retention, support ratios)

 Conduct and/or organize product and insurer training for the greater Personal Lines division

 Establish credibility and work effectively with insurer partners and other vendors to achieve goals and influence initiatives, insurer audits etc.

 Performance management of head office staff; ongoing measurement and monitoring of individual goals with regular reviews and feedback for continuous improvement

 Other duties that may be assigned from time to time by the company

Qualifications:

 Minimum 10 years Personal Insurance experience

 Minimum 3 years Management/Supervisory experience

 RIBO licensed

 Computer knowledge