Director, Personal Lines Client Care

Mitch Insurance Brokers; Whitby; Hybrid; CAD 100,000 - 130,000; Full time

Benefits offered by this job

Flexible work location

Performance bonus eligibility

Job summary

Mitch Insurance Brokers in Durham Region is seeking a Director, Personal Lines Client Care to shape the future of how we serve clients by designing a modern, efficient, and scalable service model. You’ll own operations, use data and technology to drive improvements, and deliver consistent, high‑quality client experiences.

Lead and develop high‑performing teams, monitor performance metrics, and ensure compliance while aligning service initiatives with our business strategy.

Qualifications

• At least 10 years in insurance service operations leadership.
• Strong knowledge of P&C markets, carrier relationships, and compliance.
• Ability to analyze complex challenges and implement scalable solutions.
• Excellent data-driven decision making and process optimization.
• Proven track record of driving operational excellence and outcomes.
• Exceptional people leadership with high-performing teams.
• Bachelor’s degree; additional insurance education is a plus.

Responsibilities

• Design and implement a modern, scalable service model for personal lines.
• Own operations, using data/analytics/tech to drive improvements.
• Deliver high-quality client experiences and maintain service rigor.
• Monitor performance metrics and optimize processes to drive results.
• Collaborate with leadership to align service initiatives with business strategy.

Skills

Leadership in insurance service ops

P&C insurance knowledge

Data analytics & tech

Strategic thinking

People leadership

Bachelor's degree

Education

Bachelor's degree in related field

Insurance education (asset)

Job description

We know insurance can be complicated, that’s why at Mitch we’re on a missionto change the way people feel about insurance, by making it lovable.

This isn’t just a tagline or marketing campaign – it’s at the heart of everything we do. We start from within, through a culture of kindness, positivity and inclusivity. We collaborate, innovate and 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 with a great team, everything is possible.

Are you a strategic, people-focused leader who’s passionate about creating exceptional client experiences and inspiring teams to do their best work? Join us!

What you’ll do

As our Director, Personal Lines Client Care, you’ll shape the future of how we serve clients by designing and implementing a modern, efficient, and scalable service model. You’ll take full ownership of operations, using data, analytics, and technology to drive improvements and deliver consistent, high-quality client experiences.

How you’ll make an impact

• Identify operational 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

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

Where you’ll work is up to you

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 us

We have some very big plans and are on an exciting path to the future. If you want to help 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, and we’re committed to building an inclusive, diverse and inspiring environment for all employees. If you require any specific accommodations during the recruitment process, please let us know and we’ll be happy to work with you to meet your needs.