Customer Service Manager

PolicyAdvisor Brokerage (PAB) Inc.; Oakville; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Casual dress

Dental care

Extended health care

Paid time off

Job summary

PolicyAdvisor Brokerage (PAB) Inc. seeks a talented Customer Service and Operations Manager to drive core processes and customer experience in a fast-growing insurtech environment. You will coordinate with sales, product strategy, and service teams to support rapid growth and high service standards.

You will help identify and deliver operational changes needed for a sustainable, high-growth business, working with internal leaders and external stakeholders to ensure top-tier client outcomes.

Qualifications

• 5 years of operations or customer management experience in a financial institution or consumer service company.
• Experience in an online business is helpful but not required.
• Financial services or insurance background is preferred.
• Strong proficiency with spreadsheets and data tables.
• Understanding of risk, regulatory, and compliance requirements.
• Excellent written and verbal communication and collaboration skills.
• Bachelor's degree in Business, Finance, Operations or related field.

Responsibilities

• Collaborate in design, development, implementation and management of core processes and operations.
• Assist brokerage and operations teams in managing escalated client relationships and delivering service.
• Work with brokerage to provide a superior insurance shopping experience, including quotes and post-sales follow-ups.
• Perform process checks to ensure documentation is up-to-date and valid.
• Audit CRM tools and practices according to guidelines.
• Analyze data to provide business insights and recommendations.
• Serve as Subject Matter Expert for insurance procedures and operations.

Skills

Operations management

Data analysis

Regulatory compliance

Communication

Collaboration

Problem solving

Education

Bachelor's degree in Business/Finance/Operations

Tools

Spreadsheets

CRM software

Job description

PolicyAdvisor Brokerage (PAB) Inc. | Full time

The way Canadians buy life insurance is changing; do you want to be part of it? PolicyAdvisor.com is an exciting, early-stage, insurtech startup that is transforming the way Canadians find and buy the protection they need. We have 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 have 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.

Who We’reLooking For:

We are looking for a talented Customer Service and Operations Manager interested in a high-growth role at an early-stage, well-funded startup. Our team is small but growing, so your role matters to us and offers significant growth. You will participate in the development and ongoing enhancements of PolicyAdvisor's customer operations while connecting with all business areas, including 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 building a sustainable, high-growth business. You will work directly with various internal business leaders and external stakeholders.

Responsibilities:

• Collaborate in the design, development, implementation and management of core business and group processes and operations.
• Assist the 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.

Requirements

• 5 years of operations or customer management experience at a leading financial institution or successful consumer service company. Experience in an online business will be helpful, although not required.
• Financial services or insurance experience is preferred.
• Strong proficiency with spreadsheets and data tables.
• Problem-solving skills, ownership of tasks and processes, and willingness to learn.
• Understanding of risk, regulatory, and compliance requirements.
• Exceptional written and verbal communication and strong collaboration skills.
• Bachelor's degree in Business, Finance, Operations, a related field, 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 significant growth over the next few years, which will provide opportunities for advancement.
• Relaxed, collaborative office setting.
• Job Type: Full-time, Permanent (onsite)
• Shift Timings: 10:00 AM-7:00 PM Eastern Time
• Benefits: Casual dress, dental care, extended health care, and paid time off