Lead Personal Lines Service Team — Coach & Retain Clients

Duliban Insurance Brokers Limited; Grimsby; On-site; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Comprehensive benefits package

Health Spending Account (HSA)

RRSP and DPSP programs

Paid personal days

Competitive vacation entitlement

Paid time to volunteer

Job summary

Duliban Insurance Brokers Limited in Grimsby, Ontario, is seeking a Personal Lines Service Team Lead to coach and develop the Personal Lines Service team and drive client retention and satisfaction. You will supervise day-to-day branch operations, manage schedules, handle client escalations, and ensure timely responses while upholding Duliban’s commitment to service excellence and community roots.

This is a permanent, full-time role with a competitive compensation package and growth

Qualifications

• RIBO license in good standing with 3+ years of experience as an Insurance Broker.
• Professionalism with integrity and strong interpersonal communication.
• Ability to coach and develop a team and manage in a branch setting.

Responsibilities

• Lead, coach, mentor, and support a dedicated team of Personal Lines Service Brokers.
• Drive team performance related to client retention and overall client satisfaction.
• Oversee day-to-day branch operations to ensure timely handling of requests and smooth office operation.
• Oversee cancellations within the portfolio and identify opportunities to support client retention.
• Manage team break and lunch scheduling to ensure coverage.
• Handle client escalations and communicate concerns to the Personal Lines Service Manager.
• Conduct regular team touchpoints to support development.
• Assist with scheduling and coordination of RIBO hours for team members.
• Review and approve team timesheets and complete performance reviews.
• Support team members with calls and in-person client visits.

Skills

Team leadership

Coaching

Communication

Client focus

Job description

Duliban Insurance Brokers Limited in Grimsby, Ontario, is seeking a Personal Lines Service Team Lead to coach and develop the Personal Lines Service team and drive client retention and satisfaction. You will supervise day-to-day branch operations, manage schedules, handle client escalations, and ensure timely responses while upholding Duliban’s commitment to service excellence and community roots.

This is a permanent, full-time role with a competitive compensation package and growth