Policy Support Team Lead

Forward Insurance Managers Ltd.; London; On-site; CAD 55,000 - 75,000; Full time

Job summary

Forward Insurance Managers Ltd. is seeking an experienced Policy Support Team Lead in Canada to oversee the underwriting assistant team and coordinate with underwriters and management.

You’ll drive coaching, performance, and efficiency to ensure accurate policy issuance and exceptional service. You will mentor a multi-product team, manage workloads, and implement process improvements while maintaining strong compliance with procedures.

Qualifications

• 3+ years Canadian Property & Casualty insurance experience.
• Experience leading or supervising a team is a strong asset.
• Strong understanding of policy processing, endorsements, renewals, cancellations, and insurance workflows.
• Excellent organizational and time management skills.
• Excellent verbal and written communication skills.
• Strong attention to detail with ability to manage multiple priorities.
• Proficiency with Microsoft Excel.

Responsibilities

• Lead, coach, mentor, and develop a team of Underwriting Assistants across multiple product lines.
• Conduct regular team meetings, communicate updates, and ensure understanding of procedures.
• Collaborate with Underwriters and Management to prioritize workloads and maintain service standards.
• Monitor team productivity, quality, and turnaround times; identify improvement opportunities.
• Assist with onboarding and training new team members; provide ongoing coaching.
• Perform quality assurance reviews and provide feedback to maintain high standards of accuracy.
• Complete manual policy issuance, endorsements, cancellations, renewals, and other policy transactions.
• Assist with workflow management and resource planning to meet deadlines.
• Support process improvement initiatives and testing of new systems/workflows.
• Resolve complex processing issues; act as escalation point for the Policy Support team.
• Promote Forward Insurance culture, values, and brand promise.

Skills

Leadership

Mentoring

Time management

Communication

Attention to detail

Collaboration

Adaptability

Tools

Excel

Job description

We're looking for an experienced insurance professional to lead our Policy Support Team. This role is ideal for someone who enjoys coaching others, thrives in a fast-paced environment, and understands the importance of accuracy, efficiency, and exceptional service. You'll work closely with our underwriting teams to ensure policies are issued accurately and service standards are consistently exceeded.

What You'll Do

As the Policy Support Team Lead, you'll oversee the daily operations of our Underwriting Assistant team while acting as the bridge between Underwriters, Management, and Policy Support.

Responsibilities include:

• Lead, coach, mentor, and develop a team of Underwriting Assistants across multiple product lines.
• Conduct regular team meetings, communicate updates, and ensure consistent understanding of company procedures and underwriting changes.
• Collaborate with Underwriters and Management to prioritize workloads and maintain service standards.
• Monitor team productivity, quality, and turnaround times while identifying opportunities for improvement.
• Assist with onboarding and training new team members and provide ongoing coaching and support.
• Perform quality assurance reviews and provide constructive feedback to maintain high standards of accuracy.
• Complete manual policy issuance, endorsements, cancellations, renewals, and other policy transactions as required.
• Assist with workflow management and resource planning to ensure deadlines are met.
• Support process improvement initiatives and participate in testing new systems and workflows.
• Resolve complex processing issues and act as an escalation point for the Policy Support team.
• Promote and model the Forward Insurance culture, values, and brand promise.
• Other duties as assigned.

What We're Looking For

• Minimum 3 years of Canadian Property & Casualty insurance experience.
• Previous experience leading, mentoring, or supervising a team is considered a strong asset.
• Strong understanding of policy processing, endorsements, renewals, cancellations, and insurance workflows.
• Exceptional organizational and time management skills.
• Excellent verbal and written communication skills.
• Strong attention to detail with the ability to manage multiple priorities.
• High proficiency with Microsoft Office, particularly Excel.
• Positive, collaborative, and solutions-focused mindset.
• Ability to adapt to changing priorities and embrace continuous improvement.

Bonus if You Also Have...

• Experience working within an MGA environment.
• Experience with policy administration systems such as JET or ALIS.
• A current insurance license or willingness to obtain one.
• CAIB, CIP, or active progression toward other relevant industry designations

Salary Range:

CAD $55,000-$75,000

*Actual pay may be below or above range based on candidates' knowledge, skills, and level of ability relative to expectations for the role applied to. Candidates with salary expectations outside of the range are encouraged to apply.