Leader, PI Customer Experience

Brokerlink; Markham; On-site; CAD 87,000 - 107,000; Full time

Benefits offered by this job

Wellness account

Employee Share Purchase Plan (ESPP)

Job summary

BrokerLink is seeking a Cantonese/Mandarin speaking Customer Experience Leader, Personal Insurance to join our growing team in Canada. You will motivate front-line staff and guide the team to learn, evolve and grow while focusing on people, not just insurance.

You will manage day-to-day operations, target growth and profitability, and collaborate with regional leaders to ensure high service standards and strong sales results.

Qualifications

• Must be fluent in Cantonese and/or Mandarin.
• 5+ years of insurance industry experience with extensive personal lines experience.
• Minimum 1–2 years of management experience.
• CIP or CAIB designation preferred, but not mandatory.
• Knowledge of Brokerage Management services and tools (EPIC).
• Strong customer focus; understand the needs of the customer; possess strong communication and people skills.
• Demonstrated ability to handle multiple priorities successfully.
• Strong analytical and organizational skills.

Responsibilities

• Day-to-day team management.
• Manage the Personal Insurance operations 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 your Regional Leader to ensure service and sales meet standards.
• Collaboratively analyze and resolve quality and customer service and sales problems to deliver our Customer Value Proposition.
• Accountable for overall staffing and leadership of the team; motivate staff to participate in company objectives and inform front-line staff of changes.
• Develop succession planning for all key positions and oversee IT, payroll and HR changes.
• Provide ongoing coaching, guidance and feedback regarding performance and development of direct reports.
• Support marketing and advertising initiatives and sales trade shows for your teams.

Skills

Cantonese/Mandarin fluency

Customer-focused

Communication skills

People leadership

Education

CIP or CAIB 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!Pay at BrokerLink is about much more than just salary.- Flexible work arrangements- Multiple benefits offered to support physical and mental wellbeing, Wellness account and much more- Share plan & other savingsSalary range (but not limited to):87,200 - 106,600Incentive planAnnual bonus: 12% target, based on the base salary, with a potential payout of up to 200% (subject to personal and company performance)As part of our commitment to Win As A Team, we share our success with employees through our incentive programs and Employee Share Purchase Plan (ESPP) – with BrokerLink matching a portion of your contributions.Our Group RRSP, with company matching DPSP offerings provide flexibility and long-term security for our employees beyond their careers.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.About the roleWe are looking for a Cantonese/Mandarin speaking Customer Experience Leader, Personal Insurance to join our growing team!We are looking for someone who can motivate the front lines and encourage the team to learn, evolve and grow. You are someone who loves 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.What you’ll do here:Responsible for all day-to-day team management.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 the marketing and/or advertising initiatives and sales trade shows for your respective teams.What you bring to the table:Must be fluent in Cantonese and/or Mandarin5+ years of insurance industry experience, with extensive personal lines experienceMinimum 1-2 years management experienceCIP or CAIB designation preferred, but not mandatoryKnowledge of Brokerage Management services and tools (EPIC).Strong customer focus; understand the needs of the customer (internal and external); possess strong communication and people skills.Demonstrated ability to handle multiple priorities successfullyStrong analytical and organizational skillsThis role is a new member of our growing team.We are an equal opportunity employerBrokerLink 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 appreciated.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!