Remote Director, Personal Lines Client Care — Elevate Service

mitchellwhale; Whitby; Hybrid; CAD 100,000 - 130,000; Full time

Job summary

Mitchell Whale in Canada is seeking a Director, Personal Lines Client Care to lead our service organization. You will use data, analytics and technology to evolve our client care model, develop your team, and deliver high-quality experiences across channels.

With 10+ years in insurance service operations, you will drive improvements, ensure compliance, and align initiatives with business strategy. This role offers hybrid work from our Durham Region office or remote work anywhere in Canada, with

Qualifications

• At least 10 years of leadership experience in insurance service operations, ideally personal lines.
• Deep understanding of P&C insurance markets, carrier relationships, and compliance standards.
• Demonstrated ability to independently analyze complex challenges and implement scalable solutions.
• Strong analytical and logical problem-solving skills, with experience using data and technology to optimize operations.
• Track record of driving operational excellence and measurable business outcomes.
• Exceptional people leadership skills with a talent for building high-performing, engaged teams.
• A bachelor’s degree – additional insurance education is a definite asset.

Responsibilities

• Lead and guide your team to strengthen their skills and identify opportunities for learning and growth.
• Identify procedural inefficiencies and implement solutions that improve service quality and client satisfaction.
• Monitor and analyze service performance metrics and use insights to optimize processes and drive results.
• Champion client retention by turning data into actionable strategies that enhance the customer experience.
• Ensure compliance while maintaining operational rigor and accountability.
• Collaborate with leadership to align service initiatives with business strategy.

Skills

Leadership

Data analytics

Operational excellence

People leadership

P&C insurance

Education

Bachelor's degree

Insurance education

Job description

Mitchell Whale in Canada is seeking a Director, Personal Lines Client Care to lead our service organization. You will use data, analytics and technology to evolve our client care model, develop your team, and deliver high-quality experiences across channels.

With 10+ years in insurance service operations, you will drive improvements, ensure compliance, and align initiatives with business strategy. This role offers hybrid work from our Durham Region office or remote work anywhere in Canada, with