Director Personal Lines Customer Service - 245

DGA Careers Inc.; Mississauga; Híbrido; CAD 100.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Dental coverage

Vision coverage

Life insurance

AD&D

Descripción de la vacante

DGA Careers Inc. is seeking a strategic, people-focused leader to take ownership of the Personal Lines client care function for a growth-minded Ontario insurance brokerage.

You will oversee a service organization of 30–35 team members across five managers, focusing on client experience, retention and growth of the personal lines book. You will drive capacity planning, process improvements and change management while ensuring compliance and alignment with business strategy.

Formación

• 10+ years of leadership experience in insurance service operations.
• Experience leading a team of 30+ in a contact centre or multi-queue environment.
• Strong knowledge of Personal Lines P&C insurance, carrier relationships and compliance.
• Bachelor’s degree; CIP/CAIB or equivalent is an asset; brokerages or direct writer backgrounds considered; active RIBO license required or willingness to transfer.

Responsabilidades

• Lead, coach and develop managers and teams.
• Own KPIs and performance of the client care model using data to optimize workflows.
• Plan capacity and staffing across teams for vacations, leaves and peak volumes.
• Champion client retention and account growth within the personal lines book.
• Identify inefficiencies and implement scalable solutions to improve service quality.
• Lead and support change, including technology adoption and managing stakeholder buy-in.
• Maintain compliance with regulatory standards and uphold operational rigor.
• Partner with senior leadership to align service initiatives with business strategy.

Conocimientos

Leadership

Team leadership

P&C insurance

Change management

Data analytics

People leadership

Educación

Bachelor's degree

CIP/CAIB asset

Descripción del empleo

Our client is a growth-minded Ontario insurance brokerage with a people-first culture built on kindness, collaboration and doing the right thing for clients. They are looking for a strategic, people-focused leader to take ownership of their Personal Lines client care function.

About the role

Reporting to senior leadership, you will lead a service organization of approximately 30 to 35 team members through five managers. The department uses a carrier-based model, and the focus now is to build on that foundation by creating efficiencies, making the most of capacity and workflows, and preparing the team for a new operating system planned for rollout in 2027.

You will own the client experience from start to finish, including service quality, retention and growth of the personal lines book, while building an engaged, high-performing team.

How you’ll make an impact

• Lead, coach and develop managers and their teams, building skills and creating opportunities for growth
• Own the KPIs and overall performance of the client care model, using data and analytics to optimize workflows and drive results
• Plan capacity and staffing across teams, including flexible coverage to support vacations, leaves and peak volumes
• Champion client retention and account growth, including identifying monoline clients and opportunities to build the full portfolio
• Identify process inefficiencies and implement scalable solutions that improve service quality and client satisfaction
• Lead and support change, including technology adoption, and bring people along with you
• Maintain compliance while upholding operational rigor and accountability
• Partner with senior leadership to align service initiatives with business strategy

What you bring

• 10+ years of leadership experience in insurance service operations, ideally Personal Lines
• Experience leading a team of a similar size (30+) in a contact centre or multi-queue service environment
• Strong knowledge of Personal Lines P&C insurance, carrier relationships and compliance standards
• A proven record of leading change and delivering measurable operational results
• Strong analytical and problem-solving skills, with experience using data and technology to improve operations
• Exceptional people leadership skills, with a talent for building engaged teams
• Bachelor’s degree; additional insurance education (CIP, CAIB, etc.) is an asset
• Brokerage or direct writer backgrounds will be considered. An active RIBO license is required, or a willingness to transfer your license within a reasonable period after joining

Compensation and benefits

• Base salary of $100,000 to $130,000, depending on experience
• Annual performance bonus
• Comprehensive health, dental, vision, life and accidental coverage from day one, plus long-term disability
• RSP matching starting after one year, growing with years of service
• Four weeks of vacation plus five paid personal days

Where you’ll work

This role is remote and open to Ontario Candidates. Some travel is expected for annual team gatherings, training and industry events. A hybrid arrangement is available for those who want to use the office.