Insurance Service Manager

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

Job summary

A leading insurance brokerage in Canada is seeking a Personal Lines Insurance Service Manager to oversee a remote team of Insurance Advisors. The role involves managing customer satisfaction, enhancing operational efficiencies, and achieving retention goals. Ideal candidates have at least 5 years in the insurance industry and 2 years of team leadership experience. The company offers competitive compensation ranging from $95,000 to $120,000, along with beneficial employee support programs.

Benefits

3 weeks’ vacation

14 wellness days

Company matching investment programs

100% employer-paid group benefits

Qualifications

• 5 years’ experience in an insurance brokerage environment.
• 2 years of experience leading a team with a track record of exceeding business goals.
• Experience using AI or automation to streamline workflows is an asset.

Responsibilities

• Oversee day-to-day operations of the team.
• Lead the change management process.
• Evaluate processes and identify areas for improvement.
• Support Team Leads in recruitment and training.
• Manage the team’s operational KPIs.

Skills

5 years’ experience in an insurance brokerage environment

2 years’ experience leading a team

Experience using AI or automation

Call centre experience

Capacity to lead change initiatives

Experience in recruitment and staff development

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!

Personal Lines Insurance Service Manager

The Personal Lines Service Manager is responsible for leading a team of remote Insurance Advisors to manage a large Personal Lines book of business generated by the business, with a key focus on retention, customer satisfaction, and process efficiency.

Here is what a typical day looks like

• Oversee day-to-day operations of the team, ensuring employees are informed and properly trained to achieve success on organizational targets and goals
• Leading the change management process to shape organizational understanding of proposed changes and establish support from key stakeholders
• Evaluating processes, methods and practices and identifying areas of continuous improvement, making periodic changes to increase the efficiency, accuracy and effectiveness of the Service Team and improving the service provided to the business
• Supporting Team Leads in recruitment, interviewing, onboarding and training processes to ensure a high employee and leadership success rate
• Manage, organize, and direct the Service Team’s operational KPI’s in terms of retention, growth, and service performance

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
• Experience using AI or automation to streamline workflows an asset
• Call centre experience an asset
• Capacity to lead and manage change initiatives
• Experience in recruitment, staff development and performance management

Hours : 37.5 hours / week

Location : Remote in Canada

Requisition : 82304

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 .