Director, Customer and Broker Accounts

Definity Financial; Waterloo; On-site; CAD 101,000 - 186,000; Full time

Job summary

A financial services company is seeking a Director of Customer and Broker Accounts to lead billing operations. This role ensures accuracy and efficiency in billing processes while maintaining compliance and driving operational innovation. The ideal candidate will have over 10 years of experience in finance operations and strong leadership skills, preferably in the insurance industry. Competitive salary range from $101,000 to $186,000 is offered in Waterloo, Canada.

Qualifications

• 10+ years of progressive experience in billing, finance operations, or revenue cycle management.
• 5+ years in a leadership role, preferably within the insurance or financial services industry.
• Deep understanding of P&C insurance products, billing systems, and regulatory environment.

Responsibilities

• Lead the billing operations team providing direction, coaching and support.
• Oversee end-to-end billing processes including invoicing and payment processing.
• Ensure compliance with regulatory requirements and internal controls.

Skills

Leadership

Analytical skills

Communication

Stakeholder management

Education

Bachelor's degree in Finance, Accounting, Business Administration

MBA or CPA

Tools

Enterprise billing platforms (e.g., Guidewire Billing Center)

Job description

Position Summary

We are seeking a strategic and results-driven Director, Customer and Broker Accounts to lead and oversee all aspects of billing operations for our business. This role is responsible for ensuring accurate, timely, and customer-centric billing processes, while driving operational efficiency, compliance, and innovation across the billing lifecycle.

Key Responsibilities

Leadership & Strategy

• Lead the billing operations team providing direction, coaching and support to Team Leads, Quality, Operations and Support staff.
• Evolve and execute the billing strategy aligned with corporate goals and customer experience standards.
• Partner with Technology Solutions, Underwriting, Claims, Sales & Distribution and Customer Service to ensure seamless integration of billing processes.

Billing Operations

• Oversee end-to-end billing processes including invoicing, payment processing, refunds, account changes, and account reconciliations.
• Ensure accuracy and timeliness of billing for all insurance products (auto, home, commercial, etc.).
• Ensure accuracy and timeliness of broker commission payments.
• Monitor and improve billing cycle times, service level targets, error rates, and customer satisfaction metrics.

Compliance & Controls

• Ensure compliance with regulatory requirements, internal controls, and audit standards.
• Maintain documentation and reporting for ICFR, PCI, and other relevant frameworks.

Technology & Innovation

• Drive automation and digital transformation initiatives within billing operations.
• Evaluate and implement processes and tools to enhance scalability and performance.

Customer Experience

• Champion a customer-first approach to billing, ensuring clarity, transparency, and responsiveness.
• Resolve complex billing issues and escalations in collaboration with customer service teams.

Analytics & Reporting

• Develop KPIs and dashboards to track billing performance and identify improvement opportunities.
• Provide regular reporting to senior leadership on billing trends, risks, and strategic initiatives.

Qualifications

• Bachelor’s degree in Finance, Accounting, Business Administration, or related field (MBA or CPA preferred).
• 10+ years of progressive experience in billing, finance operations, or revenue cycle management.
• 5+ years in a leadership role, preferably within the insurance or financial services industry.
• Deep understanding of P&C insurance products, billing systems, and regulatory environment.
• Proven track record of leading process improvements and technology implementations.
• Strong analytical, communication, and stakeholder management skills.

Preferred Skills

• Experience with enterprise billing platforms (e.g., Guidewire Billing Center).
• Experience managing large teams and dealing with cross functional stakeholders
• Familiarity with Agile project management and digital transformation initiatives.
• Bilingual (English/French) is an asset for Canadian roles.

High degree of proficiency with English is required to service customers, both internal to the company and external, across Canada.

Salary Range:$101,000 - $186,000