Customer Service Manager

PolicyAdvisor; Oakville; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary

Comprehensive health benefits

Collaborative office (onsite)

Job summary

PolicyAdvisor is an early-stage insurtech startup in Canada, transitioning Canadians to a digital insurance experience. We seek a Customer Service and Operations manager to shape processes, support rapid growth, and align with sales, product, and strategy.

You’ll influence service standards and collaborate with internal leaders and external stakeholders. The role focuses on operational excellence, client relationships, and data-driven improvements.

Qualifications

• 5 years of operations or customer management experience in a leading financial institution or successful consumer service company.
• Financial services or insurance experience is preferred.
• Strong proficiency with spreadsheets and data tables.
• Bachelor's degree in Business, Finance or Operations or related fields or equivalent practical experience.

Responsibilities

• Collaborate in the design, development, implementation and management of core business/group processes and operations.
• Assist brokerage and operations teams in managing escalated client relationships and delivering excellent customer service.
• Work with the brokerage team to provide an exceptional insurance shopping experience for customers, including assistance in quote generation and post-sales follow-ups.
• Complete process checks to ensure documentation is up-to-date and valid.
• Conduct regular audits of CRM tools and practices based on established guidelines.
• Analyze data and information to provide business insights and recommendations.
• Act as the Subject Matter Expert for insurance procedures and operations.

Skills

Quantitative analysis

Analytical skills

Communication

Collaboration

Regulatory knowledge

Education

Bachelor's degree in Business, Finance or Operations

Tools

Spreadsheets

CRM tools

Job description

PolicyAdvisor.com is an exciting, early-stage, insurtech startup that is transforming the way Canadians buy insurance. We’ve built a brand-new digital insurance platform that offers a simple, intuitive alternative to the archaic, offline distribution model used by most of Canada's insurance industry.

PolicyAdvisor.com is an exciting, early-stage, insurtech startup that is transforming the way Canadians find and buy the protection they need. We’ve built a brand-new digital insurance platform that offers a simple, intuitive alternative to the archaic, offline distribution model used by most of Canada’s insurance industry.

With a compelling vision, proven management team, and significant seed funding, PolicyAdvisor.com brings innovation and disruption to the rapidly evolving insurtech space. Since launching in Q2-2019 we’ve helped countless Canadians get the coverage they need.

Are you ready to help build PolicyAdvisor.com and get more Canadians covered? And give an old-fashioned industry a kickstart into the digital age? Then look no further.

The way Canadians buy life insurance is changing; do you want to be part of it?

Who we’re looking for:

We are looking for a talented Customer Service and Operations manager interested in a high growth role at an early stage, well-founded startup. Our team is small, but growing, so your role matters to us and offers significant growth. You'll participate in the development and ongoing enhancements of PolicyAdvisor’s customer operations but connect to all business areas (meaning you'll have a chance to influence sales, customer service, product strategy, and more).

In this position, you will help the PolicyAdvisor team develop exceptional operational and service standards to support rapidly growing business needs and meet strategic objectives. You will support the team in identifying, quantifying, prioritizing, and delivering the operational changes required to continue to build a sustainable high-growth business. You’ll work directly with various internal business leaders and external stakeholders.

• Excellent quantitative analysis and critical thinking abilities.
• Strong analytical & mathematical skills to assimilate complex information with a proven ability to translate vision and strategic priorities into operational and financial realities
• Enthusiastic. Willing to roll up sleeves and get into details. Eager for that extra mile to better the operations processes.

Responsibilities:

• Collaborate in the design, development, implementation and management of core business/group processes and operations.
• Assist the brokerage and operations teams in managing escalated client relationships & delivering excellent customer service for clients.
• Work with the brokerage team to provide an exceptional insurance shopping experience for customers, including assistance in quote generation & post-sales follow-ups.
• Complete process checks to ensure documentation is up-to-date and valid to ensure accuracy.
• Conduct regular audits of CRM tools and practices based on established guidelines.
• Analyze data and information to provide business insights and recommendations.
• Act as the Subject Matter Expert for insurance procedures and operations.

Ideal background:

• 5 years of operations or customer management experience at a leading financial institution or successful consumer service company. Work experience in an online business will be helpful, although not a requirement
• Financial services or insurance experience is preferred
• Strong proficiency with spreadsheets and data tables.
• Problem-solving skills and a strong desire to take ownership of tasks and processes and a willingness to learn
• Understanding of risk, regulatory, and compliance requirements
• Exceptional written and verbal communication; strong collaboration skills
• Bachelor's degree in Business, Finance or Operations or related fields or equivalent practical experience

Salary and Benefits

• PolicyAdvisor is a fast-growing company and presents a great opportunity to assume a leadership role. We expect massive growth over the next few years which will provide significant opportunities for advancement
• Competitive base salary
• Competitive health benefits
• Relaxed, collaborative office setting - previously in downtown Toronto, but over Zoom for the foreseeable future. New ideas are encouraged as we continually enhance the insurance-buying experience and make protection products accessible for all Canadians

Job Types: Full-time, Permanent (onsite)

Shift Timings- 10:00 AM- 7:00 PM Eastern time

Job Types: Full-time, Permanent

• Dental care
• Extended health care
• Paid time off
• This role requires working from 10 AM to 7 PM Eastern Time. Will you be comfortable with this schedule and able to consistently work these hours?
• Would you be open to obtaining LLQP license?

• Financial services: 5 years (required)
• Customer relationship management: 5 years (required)