Manager, Commercial SME
Aon plc
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Benefits offered by this job
Job summary
NFP Canada, an Aon company, is seeking a full-time Manager to lead a team of SME Client Managers in a People First environment. You will be accountable for team performance, service delivery, quality and client outcomes while coaching and developing staff across multiple offices in a hybrid Ontario setting.
You will oversee SME commercial insurance knowledge, support complex renewals and coverage discussions, manage escalations, and drive operational excellence to deliver a consistent One NFP
Qualifications
- RIBO licence in good standing is required.
- RIBO Level 2 licence preferred, to be obtained within one year if not held.
- Willingness to obtain provincial licences to support clients.
- 5+ years of commercial insurance experience, in brokerage preferred.
- Demonstrated people leadership in multi-site environments.
- Ability to monitor performance and improve outcomes.
- Experience with file/workflow reviews and risk management.
- Strong judgement for complex client situations and escalations.
Responsibilities
- Lead and develop a high-performing SME Client Manager team.
- Monitor activity, workloads, service levels and outcomes; use dashboards to balance Capacity.
- Conduct quarterly quality reviews and ensure regulatory compliance.
- Own complex client escalations and support renewals and coverage discussions.
- Provide SME insurance expertise and guidance to the team.
- Drive operational changes to improve efficiency and client experience.
- Coach on renewals, cross-sell, and client retention strategies.
- Collaborate with internal partners and carriers for a One NFP experience.
Skills
Education
Tools
Job description
Our Small and Medium Enterprise (SME) Commercial Insurance team is seeking a full-time, permanent Manager to lead a team of SME Client Managers in a trusting, accountable, People First environment.
In this role, you will be accountable for team performance, service delivery, quality, client outcomes and employee development. You will stay connected to day-to-day operations by monitoring team activity and capacity, completing quality and process reviews, handling customer issues, coaching performance and ensuring the team has the commercial insurance knowledge required to provide consistent, confident advice to clients.
- People Leadership: Lead, coach, engage and develop a high-performing team of SME Client Managers. Establish clear expectations, hold regular one-on-one and team meetings, provide timely recognition and feedback, and address performance concerns through documented coaching and development plans.
- Team Monitoring and Performance Management: Actively monitor team activity, availability, workloads, service levels, workflows and individual results. Use employee dashboards, operational reports and file activity to identify trends, balance capacity, remove barriers and take timely action when expectations are not being met.
- Quality Assurance and Risk Management: Complete regular file, workflow and process reviews, including at least quarterly quality analysis. Ensure adherence to the SME service model, service level agreements, documented procedures, Epic and PolicyWorks workflows, receivables practices and regulatory requirements. Identify and address errors, omissions exposures and recurring quality gaps through coaching, training and process improvement.
- Client Service and Escalation Management: Own and resolve complex or sensitive client escalations in a timely, fair and solutions-focused manner. Support Client Managers with difficult renewals, coverage concerns, remarkets, retention conversations and service recovery, while ensuring clear documentation and appropriate escalation of risks or incidents.
- Commercial Insurance Expertise: Maintain strong working knowledge of SME commercial insurance products, coverages, markets, underwriting considerations, policy wordings and insurer requirements. Provide technical guidance to the team and support confident coverage discussions that protect clients and reduce errors and omissions exposure.
- Operational Excellence: Drive consistent execution of the SME service model and identify opportunities to simplify work, improve efficiency and strengthen the client and employee experience. Lead or contribute to operational changes and special projects, and ensure changes are clearly communicated, adopted and sustained.
- Client Retention and Growth: Monitor retention, lost business and client experience results. Coach the team on proactive renewal management, coverage reviews, integrated selling, cross-sell and upsell opportunities, and meaningful client conversations that support retention, revenue growth and appropriate client protection.
- Collaboration and Market Relationships: Build productive relationships with internal partners, carriers and service providers. Collaborate across Individual Insurance Solutions and other NFP business lines to resolve issues, share knowledge and deliver a consistent One NFP experience.
- RIBO licence in good standing required
- RIBO Level 2 licence is preferred and, if not held at the time of hire, must be obtained within one year of starting in the role
- Ability and willingness to obtain and maintain the provincial licences required to support clients and business needs across multiple Canadian provinces
- Typically, 5+ years of commercial insurance experience, preferably in a brokerage environment, with strong knowledge of SME products, coverages, markets and workflows
- Demonstrated people leadership experience, including coaching, performance management, employee development and leading teams in a multi-site environment
- Ability to monitor operational performance, interpret service and quality results, prioritize resources and take action to improve outcomes
- Experience conducting file, workflow or quality reviews and addressing process, compliance and errors and omissions risks
- Strong judgment and confidence managing complex client situations and escalations
- Effective delegation, organization and time-management skills, with the ability to lead within scope of authority and elevate decisions appropriately
- Collaborative problem-solving, change leadership and continuous‑improvement capability
- Professional communication and relationship‑management skills with clients, employees, carriers and internal partners
- Solid working knowledge of industry systems such as Epic, PolicyWorks or a similar broker management system
- Professional insurance designation such as CAIB, CIP or CRM is an asset
NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach.
Our personal commitment to our team and our clients have created long‑lasting and successful relationships across our growing 300+ Canadian, U.K, and U.S. office locations. To learn more, please visit https://nfp.ca
NFP’s PeopleFirst culture offers a multitude of benefits to employees and is a great place to call home.
- A hybrid environment approach that keeps the best interests of our staff and our clients in mind
- Annual bonus plan for all employees
- Matching RRSP plan of 5% of salary
- Referral Commission Plan
- Generous benefits plan including Health Care Spending Account starting on the first day of employment
- Full support for continuing education & internal opportunities to grow as an insurance professional to advance career
- Reimbursement of license fees and professional membership dues
- A global team of industry leaders focused on employee retention, client growth, industry innovation and collaboration
NFP is a big company — a growing, inclusive team of individuals supporting each other’s passions and engaging with the community.
Building a diverse, collaborative and innovative team requires leadership, deliberate action, and ongoing measurement. We actively support the well‑being of our employees with benefits and programs driven by recognition, community, financial wellness tools, development and inclusion, fostering personal and professional growth that keeps us moving forward.
Beyond our office walls, we’re dedicated to serving the community around us. Every day we make proactive choices to take care of the communities in which we live and work. We contribute to different organizations, including Women in Insurance Cancer Crusade (WICC), Food Banks Canada, Indspire Canada and many more. From charity drives and community service outings to other company‑sponsored events, our employees donate their time and raise funds on behalf of great causes across the country.
Our business is built on the personal level. Whether it’s in our offices, on a call, out in the field or anywhere you can find us in the world, we’re starting the conversations that create a more secure future for everyone.
Accommodations are available on request for candidates taking part in all aspects of the selection process.
Artificial Intelligence Disclosure: A.I. is not being used to screen, assess, or select applicants for the position.
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