Insurance Experience Center Lead

My Insurance Broker; Richmond Hill; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

My Insurance Broker in Richmond Hill is seeking an Experience Centre Manager to lead the Sales and Service team, oversee daily client service operations, ensure regulatory compliance, and drive exceptional customer experiences.

The role requires a strong insurance knowledge base, leadership and coaching skills, and the ability to monitor performance metrics, training needs, and process improvements within an in-office setting.

Qualifications

• College or University Degree or comparable experience.
• 3–5 years of successful broker experience in a general insurance brokerage.
• RIBO (Level I) License required.
• Familiarity with personal insurance products; commercial lines an asset.
• Call Centre experience is an asset.
• Proficient with MS Office (Excel, Word, Outlook).
• Experience with Broker Management System (EPIC) is an asset.

Responsibilities

• Onboarding and training new team members for smooth role transition.
• Provide ongoing training on new products, underwriting guidelines, sales techniques, and customer engagement best practices.
• Train and coach on call handling, risk assessment, and application submission processes.
• Monitor volume, SLA adherence, and performance metrics for service and sales.
• Coordinate regular staff meetings and communicate updates to keep team aligned.
• Support profitability reviews of new and existing business and address performance issues.

Skills

Leadership

Training

Team development

Customer service

Insurance knowledge

Communication

Education

College or University Degree

RIBO License (Level I)

CIP or CAIB (asset)

Tools

MS Office

EPIC Broker Management System

Job description

My Insurance Broker in Richmond Hill is seeking an Experience Centre Manager to lead the Sales and Service team, oversee daily client service operations, ensure regulatory compliance, and drive exceptional customer experiences.

The role requires a strong insurance knowledge base, leadership and coaching skills, and the ability to monitor performance metrics, training needs, and process improvements within an in-office setting.