Commercial Lines Service Manager

Kaizen Lab Inc.; Surrey; On-site; CAD 90,000 - 120,000; Full time

Job summary

Kaizen Lab Inc. seeks a CommercialLines Service Manager to lead the service team delivering exceptional client experiences across commercial accounts in Surrey, BC. You will oversee operations, ensure compliance, and drive improvements while supporting retention and growth for the commercial team.

You will mentor staff, optimize workflows, and collaborate with underwriters and carriers to maintain high service standards in a fast-paced environment.

Qualifications

• 5+ years in commercial insurance with leadership or senior account management experience.
• Strong understanding of commercial P&C coverage (GL, Property, Cyber, D&O).
• Proficiency with Epic and carrier portals.

Responsibilities

• Lead, coach, and mentor a team of Commercial Lines staff.
• Oversee renewal workflows, policy changes, certificates, binders, and documentation.
• Ensure data entry accuracy and regulatory compliance.
• Develop relationships with underwriting partners and carrier representatives.
• Drive process improvements and service excellence.
• Support retention and growth efforts for commercial accounts.

Skills

Leadership

Client service

Communication

Critical thinking

Organizational skills

Team mentorship

Tools

Epic

Carrier portals

Job description

As the CommercialLines Service Manager, you lead and develop the service team responsiblefor delivering exceptional client experience across all commercial accounts.You oversee service operations, ensure compliance, drive process improvements,and support the Commercial team with retention and growth efforts. You act as amentor, problem-solver, and operational leader to ensure the team consistentlydelivers timely, accurate, and professional service.

Responsibilities

Team Leadership & Development

• Lead, coach, and mentor a team ofCommercial Lines Account Managers, Account Assistants, and additional supportstaff.
• Provide clarity on expectations,workload priorities, and service standards.
• Conduct regular performancereviews, create development plans, and coordinate ongoing training.
• Foster a collaborative, energized,and client-focused team culture.

Client Service Excellence

• Ensure high-quality servicing ofcommercial clients, including IBU, mid-market, and large accounts.
• Oversee renewal workflows,marketing processes, policy changes, certificates, binders, and documentation.
• Resolve escalated client issueswith urgency and a solutions-oriented approach.
• Support commercial team withaccount strategy, retention efforts, and cross-sell opportunities.

Operational Management

• Maintain and enforce proceduresand workflows for accurate data entry, documentation, and compliance withindustry regulations.
• Monitor key performance indicators(KPIs) such as retention, service turnaround times, and client satisfactionusing the Commercial Service Manager Scorecard.
• Optimize workflows and leveragetechnology to improve team efficiency.
• Partner with leadership toimplement commercial initiatives and service improvements.

Carrier & Market Coordination

• Develop strong relationships withunderwriting partners and carrier representatives.
• Oversee new business marketingstrategies and negotiations to secure competitive terms.
• Ensure the team understandscarrier appetite, products, and underwriting guidelines.

Risk Management & Compliance

• Ensure adherence to E&Opractices, documentation standards, and Schill guidelines, including the use ofEpic activities and attachments.
• Identify service gaps or exposureconcerns and work with commercial team to address them proactively.
• Strengthen consistency in allcompliance-related workflows.

Success Factors

How You Show Up

• Calm, steady presence thatsupports a learning-oriented team.
• Focus on clarity, accuracy, andthoughtful decision making.
• Comfort with complexity and apractical approach to problem solving.
• Collaborative mindset withcarriers and team members.
• Strong sense of accountability tothe 5-star client experience.
• Appreciation for process,structure, and continuous improvement.

What You Know

• Level 2 license or above.
• 5+ years in commercial insurancewith leadership or senior account management experience.
• Strong understanding of commercialP&C coverage across GL, Property, Cyber, D&O, and supporting lines.
• Strong capability with Epic andcarrier portals.
• Confident communication, criticalthinking, and organizational skills.
• Ability to support and lead a teamin a fast-paced, deadline-driven environment.