Leader, PI Customer Experience

Brokerlink Inc.; City of Cold Lake; On-site; CAD 83,000 - 101,000; Full time

Job summary

BrokerLink Inc. in Canada is seeking a Customer Experience Leader, Personal Insurance to guide our Cold Lake and Bonnyville teams. You will drive growth, profitability, and exceptional client service, while coaching frontline staff to learn, evolve and excel.

The role requires strong leadership, sales acumen, and the ability to collaborate across Personal Insurance operations. This 12-month secondment involves regional travel and contributes to a high-performing, customer-focused organization.

Qualifications

• Leadership and people management experience.
• Proven sales acumen with coaching ability.
• Strong communication and interpersonal skills.
• Knowledge of P&C insurance industry and personal lines sales.

Responsibilities

• Manage the Personal Insurance operations for your respective team to achieve growth and profitability targets.
• Implement and monitor Personal Insurance objectives with respect to commission revenue, policy count, accounts receivable and quality of the books of business and expenses.
• Communicate, implement, and monitor strategies to ensure goals and objectives are attained.
• Work with other Personal Insurance Managers and Regional Leader to ensure the quality of services and sales meets expected standards.
• Collaboratively analyze and resolve quality and customer service and sales problems to deliver on our Customer Value Proposition.
• Accountable for staffing and leadership of the team - motivate staff to participate in company objectives and keep front-line staff informed of changes or new directions.
• Develop succession planning for all key positions.
• Oversee general administration of the team, including IT, payroll and HR changes and management.
• Provide ongoing coaching, guidance and feedback regarding performance and development of direct reports.
• Support community marketing and sales trade shows for the teams.

Skills

Leadership

Sales acumen

People management

Communication

Customer focus

Organizational skills

Coaching

Team collaboration

Education

AIC – General Level 2

Insurance designation preferred

Tools

EPIC

Job description

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present. We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism. We want to invest in you! Your success is our success and our purpose of 'we're here to help people' is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements! Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, location, etc. The salary range presented below is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well. Salary range (but not limited to): 82,900 - 101,300

About the role

We are looking for a Customer Experience Leader, Personal Insurance to join our BrokerLink team! The ideal candidate has sales experience and a proven track record of getting results. We’re looking for someone who can motivate front-line teams and encourage them to learn, evolve, and grow. You enjoy working with others to get things done—collaboration is your middle name! Most importantly, you understand that insurance isn’t about things. It’s about people. If you’re passionate about helping others and are community-focused, this might be the perfect fit. This role oversees our Cold Lake and Bonnyville (AB) teams. Regional travel is required, as needed. This is a 12-month secondment position.

What you'll do here:

• Manage the Personal Insurance operations for your respective team to achieve growth and profitability targets.
• Implement and monitor Personal Insurance objectives with respect to commission revenue, policy count, accounts receivable and quality of the books of business and expenses.
• Communicate, implement, and monitor strategies to ensure goals and objectives are attained.
• Work with other Personal Insurance Manager's and your Regional Leader to ensure the quality of services and sales meets expected standards.
• Collaboratively analyze and resolve quality and customer service and sales problems to deliver on our Customer Value Proposition.
• Accountable for overall staffing and leadership of the team - motivate staff to participate in company objectives as well as continuously keeping front-line staff informed of changes or new directions.
• Develop succession planning for all key positions.
• Responsible for the general administration of the team, including but not limited to IT, payroll and human resource changes and management.
• Provide ongoing coaching, guidance and feedback regarding performance as well as facilitating continuous learning and development of direct reports.
• Support and actively participate in community marketing and/or advertising initiatives and sales trade shows for your respective teams.

What you bring to the table:

• AIC - General Level 2 or equivalent is required; an insurance designation (CAIB, CIP, FCIP, or AIIC) is preferred.
• Strong knowledge of the P&C insurance industry, with personal lines sales experience.
• Leadership and people management experience.
• Demonstrated sales acumen, with the ability to coach and develop others.
• Proven change management capability - able to lead teams through change, drive adoption of new processes/tools, and communicate effectively to ensure smooth transitions.
• Strong customer focus; able to understand and respond to customer needs (internal and external).
• Excellent communication and interpersonal skills.
• Strong ability to manage multiple priorities; exceptional organizational skills.
• Knowledge of Brokerage Management Systems and tools (EPIC) is an asset.
• #LI-Onsite

This role is a new member of our growing team. We are an equal opportunity employer BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process. BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciative. Discover more about BrokerLink! Visit our new dedicated Webpage.

Please note that BrokerLink does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!