Director, Personal Lines Client Care

mitchellwhale; Whitby; Hybrid; CAD 100,000 - 130,000; Full time

Job summary

Mitchell Whale in Canada is seeking a Director, Personal Lines Client Care to lead our service organization. You will use data, analytics and technology to evolve our client care model, develop your team, and deliver high-quality experiences across channels.

With 10+ years in insurance service operations, you will drive improvements, ensure compliance, and align initiatives with business strategy. This role offers hybrid work from our Durham Region office or remote work anywhere in Canada, with

Qualifications

• At least 10 years of leadership experience in insurance service operations, ideally personal lines.
• Deep understanding of P&C insurance markets, carrier relationships, and compliance standards.
• Demonstrated ability to independently analyze complex challenges and implement scalable solutions.
• Strong analytical and logical problem-solving skills, with experience using data and technology to optimize operations.
• Track record of driving operational excellence and measurable business outcomes.
• Exceptional people leadership skills with a talent for building high-performing, engaged teams.
• A bachelor’s degree – additional insurance education is a definite asset.

Responsibilities

• Lead and guide your team to strengthen their skills and identify opportunities for learning and growth.
• Identify procedural inefficiencies and implement solutions that improve service quality and client satisfaction.
• Monitor and analyze service performance metrics and use insights to optimize processes and drive results.
• Champion client retention by turning data into actionable strategies that enhance the customer experience.
• Ensure compliance while maintaining operational rigor and accountability.
• Collaborate with leadership to align service initiatives with business strategy.

Skills

Leadership

Data analytics

Operational excellence

People leadership

P&C insurance

Education

Bachelor's degree

Insurance education

Job description

Director, Personal Lines Client CareWe know insurance can be complicated,that'swhy at Mitchwe’reon a missionto change the way people feel about insurance, by making it lovable.Thisisn’tjust a tagline or marketing campaign –it’sat the heart of everything we do. We start from within, through a culture of kindness,positivityand inclusivity. We collaborate,innovateand inspire each other to solve challenges and create new opportunities. We believe in always doing the right thing for our clients and communities and know that witha great team, everything is possible. Are you a strategic, people-focused leaderwho’s passionate about creating exceptional client experiences and inspiring teams to do their best work? Join us

Whatyou’lldo

As our Director, Personal Lines Client Care, you’ll oversee the continued evolution of our service model. Using data, analytics, and technology, you’ll drive improvements and create efficiencies across the department while developing your team and empowering them to consistently deliver high-quality client experiences.

Howyou’llmake an impact

• Lead and guide your team to strengthen their skills and expertise and identify opportunities for learning and growth.
• Identifyprocedural inefficiencies and implement solutions that improve service quality and client satisfaction
• Monitor and analyze service performance metrics and use insights tooptimizeprocesses and drive results
• Champion client retention by turning data into actionable strategies that enhance the customer experience
• Ensure compliance whilemaintainingoperational rigor and accountability
• Collaborate with leadership to align service initiatives with business strategy

Your qualifications

• At least 10 years of leadership experience in insurance service operations, ideally in personal lines
• Deep understanding of P&C insurance markets, carrier relationships, and compliance standards
• Demonstrated ability to independently analyze complex challenges and implement scalable solutions
• Strong analytical and logical problem-solving skills, with experience using data and technology to optimize operations
• Track record of driving operational excellence and measurable business outcomes
• Exceptional people leadership skills with a talent for building high-performing, engaged teams
• A bachelor’s degree – additional insurance education is a definite asset

Whereyou’llworkisuptoyou

We believe in offering a flexible work environment that allows you to decide where you work best. Whether you prefer to be in our Durham Region office or work remotely from anywhere in Canada, the choice is entirely yours.

Compensation

$100,000–$130,000 annually, plus eligibility for a performance bonus.

Come join usWe have somevery bigplans and are on an exciting path to the future. If you want tohelp bring game-changing ideas to life and make a difference, then join us on our mission to make insurance lovable.Mitch is an equal opportunity employer, andwe’re committed to building an inclusive,diverseand inspiring environment for all employees. If you requireany specific accommodations during the recruitment process, please let us know andwe’ll be happy to work with you to meet your needs.