Director, Personal Lines Client Care

Mitch Insurance; Whitby; On-site; CAD 100,000 - 130,000; Full time

Job summary

Mitch Insurance in Canada is seeking a strategic Director, Personal Lines Client Care to design and implement a modern, efficient service model. You’ll own operations, leverage data, analytics and technology to deliver consistent, high-quality client experiences across channels.

The role requires 10+ years of leadership in insurance service operations, deep P&C knowledge and a proven ability to build high-performing teams.

Qualifications

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

Responsibilities

• 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 rigour and accountability
• Collaborate with leadership to align service initiatives with business strategy

Skills

Leadership

Data analysis

Operations optimization

People leadership

Problem solving

Education

Bachelor’s degree

Insurance education (asset)

Job description

Director, Personal Lines Client Care

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?

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.

• 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.

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.

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.