Bilingual Personal Insurance CX Leader - Cantonese/Mandarin

Brokerlink; Markham; On-site; CAD 87,000 - 107,000; Full time

Benefits offered by this job

Wellness account

Employee Share Purchase Plan (ESPP)

Job summary

BrokerLink is seeking a Cantonese/Mandarin speaking Customer Experience Leader, Personal Insurance to join our growing team in Canada. You will motivate front-line staff and guide the team to learn, evolve and grow while focusing on people, not just insurance.

You will manage day-to-day operations, target growth and profitability, and collaborate with regional leaders to ensure high service standards and strong sales results.

Qualifications

• Must be fluent in Cantonese and/or Mandarin.
• 5+ years of insurance industry experience with extensive personal lines experience.
• Minimum 1–2 years of management experience.
• CIP or CAIB designation preferred, but not mandatory.
• Knowledge of Brokerage Management services and tools (EPIC).
• Strong customer focus; understand the needs of the customer; possess strong communication and people skills.
• Demonstrated ability to handle multiple priorities successfully.
• Strong analytical and organizational skills.

Responsibilities

• Day-to-day team management.
• Manage the Personal Insurance operations to achieve growth and profitability targets.
• Implement and monitor Personal Insurance objectives with respect to commission revenue, policy count, accounts receivable and quality of the books of business and expenses.
• Communicate, implement, and monitor strategies to ensure goals and objectives are attained.
• Work with other Personal Insurance Managers and your Regional Leader to ensure service and sales meet standards.
• Collaboratively analyze and resolve quality and customer service and sales problems to deliver our Customer Value Proposition.
• Accountable for overall staffing and leadership of the team; motivate staff to participate in company objectives and inform front-line staff of changes.
• Develop succession planning for all key positions and oversee IT, payroll and HR changes.
• Provide ongoing coaching, guidance and feedback regarding performance and development of direct reports.
• Support marketing and advertising initiatives and sales trade shows for your teams.

Skills

Cantonese/Mandarin fluency

Customer-focused

Communication skills

People leadership

Education

CIP or CAIB designation (preferred)

Tools

EPIC

Job description

BrokerLink is seeking a Cantonese/Mandarin speaking Customer Experience Leader, Personal Insurance to join our growing team in Canada. You will motivate front-line staff and guide the team to learn, evolve and grow while focusing on people, not just insurance.

You will manage day-to-day operations, target growth and profitability, and collaborate with regional leaders to ensure high service standards and strong sales results.