Insurance Customer Enablement Manager

Western Coast Insurance Services; Toronto; Remote; CAD 95,000 - 120,000; Full time

Job summary

A leading insurance brokerage is seeking an Insurance Customer Enablement Manager to manage their Central Processing Unit. The ideal candidate will have significant experience in the insurance sector and proven leadership skills. This position, which offers remote options within Canada, focuses on operational efficiency and team success. Compensation is competitive, ranging from $95,000 to $120,000 annually.

Benefits

3 weeks' vacation

14 wellness days

Company matching investment and savings programs

100% employer-paid group benefits

Qualifications

• 5 years’ experience in an insurance brokerage environment.
• 2 years’ experience leading a team with a track record of exceeding business goals.
• Strong ability to coach, motivate and lead team.

Responsibilities

• Lead the change management process.
• Identify and implement best practices for central processing.
• Set and maintain production targets for the team.
• Support recruitment and training processes.

Skills

Coaching

Team Leadership

Change Management

AI/automation workflows

Recruitment

Performance Management

Excel

Job description

Truthfulness | Fairness | Value | Loyalty

At Western Financial Group, we take pride in being one of Canada's largest insurance brokers. Our strength lies in our incredible team of over 2,200 dedicated professionals, spread across 180+ locations nationwide. Together, we create a supportive and collaborative environment that has earned us the recognition of one of Forbes Canada’s Best Employers.

Discover a workplace where your well-being is a priority, and your contributions make a real difference. With competitive benefits, a strong community focus, and a commitment to work-life balance, Western is not just a place to work, it's a place to thrive!

Join our team and experience the Western difference – where caring for our customers, communities and team members is our passion!

Insurance Customer Enablement Manager

The Customer Enablement Manager will be a key member of the Enterprise Business Solutions Department responsible for leading the Central Processing Unit. The successful candidate will contribute to the success of the business by acting as a Subject Matter Expert (SME), identify and implement best practices for central process, and provide support to the Network branch offices to ensure the CPU targets and KPI’s are met.

Your success stems from partnering with the Director, Customer Enablement to develop and support an effective team of remote Processors. You will be part of leading a collaborative and motivated team who all contribute to the achievement of business goals and targets.

Here is what a typical day looks like

• Leading the change management process to shape organizational understanding of proposed changes and establish support from key stakeholders
• Identifying and implementing best practices for central processing
• Setting, maintaining, and meeting production targets for team output, ensuring they are achievable, and that employees are informed and properly trained on requirements to ensure success
• Developing and implementing full-time employee resource plans in line with project and business strategy; ensuring timely coordination for resource management
• Evaluating processes, methods and practices and identifying areas of continuous improvement, making periodic changes to increase the efficiency, accuracy and effectiveness of the CPU and improving the service provided to the business
• Supporting Assistant Managers in recruitment, interviewing, onboarding and training processes to ensure a high employee and leadership success rate
• Manage, organize, and direct the Central Processing Unit’s operational KPI’s
• Functioning as the main CPU point of contact for all departments within Western Financial Group ensuring service and communication standards are met

The value you bring

• 5 years’ experience in an insurance brokerage environment
• 2 years’ experience leading a team with a track record of exceeding business goals and targets
• Experience using AI or automation to streamline workflows
• Strong ability to coach, motivate and lead team
• Capacity to lead and manage change initiatives
• Experience in recruitment, staff development and performance management
• Proven working knowledge of Excel

Hours : 37.5 hours / week

Location : Remote Options available in Canada

Requisition : 82267

Compensation Range : $95,000 - $120,000

At Western, we prioritize the well-being of our employees and are committed to fostering an inclusive environment that values diversity within our communities. We strive to create a workplace that is accessible, equitable, and supportive, ensuring that all team members feel valued and can thrive in their roles. As an equal opportunity employer, we welcome applicants from all backgrounds, and we encourage individuals to apply even if their experience does not fully meet all the criteria listed.

If you need assistance or have questions about requesting reasonable accommodation, please feel free to reach out to us at any time during the hiring process by contacting our Talent Acquisition team at or reviewing Careers Page on our .

We value our employees and offer programs that enhance their lives. Eligible employees receive 3 weeks' vacation, 14 wellness days, company matching investment and savings programs, and 100% employer-paid group benefits.

For over 20 years, community support has been integral to our culture through the .