Retail Branch Manager

Schill Insurance; Surrey; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Schill Insurance in Surrey seeks a Retail Branch Manager to lead a front-line team delivering Personal Lines and Autoplan services. You balance daily operations with retention and client experience, aiming for a high-performing, people-first branch.

Responsibilities include coaching, onboarding, and ensuring compliance while collaborating with cross-functional teams to align goals and service quality.

Qualifications

• Level 2 general insurance license required: CAIB or CIP an asset.
• Experience leading teams in an insurance or client-facing environment.
• Working knowledge of Personal Lines and ICBC workflows and standards.
• Proficient with Epic, Autolink, Policy Center, and insurer platforms.

Responsibilities

• Lead a blended team across Personal Lines and Autoplan with coaching and feedback.
• Ensure 5-star client service standards across transactions and channels.
• Oversee scheduling, workflow, and daily branch rhythm; ensure compliance.
• Monitor renewals, follow-ups, and lead activity to drive retention and consistency.
• Partner with IT and Operations to maintain branch systems and tools.

Skills

Leadership

Team management

Coaching

Customer service

Branch operations

Communication

Education

CAIB or CIP (asset)

Tools

Epic

Autolink

Policy Center

Job description

As a Retail Branch Manager at Schill Insurance, you lead a dynamic front-line team delivering both Personal Lines and Autoplan service. You set the tone for a high-performing, people-first branch, balancing daily operations with a strong focus on retention, team growth, and client experience. Your leadership drives consistency, accountability, and care across every client interaction. While each day brings something new, your purpose stays the same: to keep the branch running smoothly, support your team in doing their best work, and ensure clients walk away confident, informed, and supported.

Responsibilities

Team Leadership & Culture

• Coach and support a blended team across Personal Lines and Autoplan.
• Foster a positive, inclusive, and accountable team environment.
• Set clear expectations for professionalism, teamwork, and follow-through.
• Lead onboarding and hiring conversations; provide regular coaching and feedback.
• Reinforce open communication and shared success.

Client Experience

• Ensure 5-star client service standards are met across all transactions and channels.
• Monitor team renewal practices and follow-ups to drive retention and reduce rework.
• Support complex or escalated client situations with professionalism and clarity.
• Model service habits that balance care, efficiency, and compliance.
• Encourage a proactive mindset that anticipates client needs and follows through.

Branch Operations & Compliance

• Oversee scheduling, workflow coordination, and daily rhythm.
• Ensure ICBC, insurer, and Schill procedures are consistently followed.
• Monitor basic team metrics such as renewals, follow-ups, and lead activity, to ensure performance and consistency.
• Monitor batching, documentation accuracy, and follow-up activity across the team.
• Partner with IT and Operations as needed to maintain branch systems and tools.
• Address gaps in execution with timely coaching and support.

Cross-Functional Collaboration

• Act as the communication bridge between the branch and other Schill teams.
• Share relevant insights with senior leaders to support broader branch alignment and service quality.
• Partner with People & Culture, Learning & Development, and other roles to identify gaps and team readiness.
• Participate in cross-branch and organizational conversations to align goals.
• Share feedback and suggestions that support continuous improvement.

Success Factors

How You Show Up

• Steady, people-first leader who creates clarity and confidence
• Proactive and calm in the face of change or client pressure
• Committed to growing others and building strong, collaborative teams
• Organized, reliable, and driven to deliver meaningful results

What You Know

• Level 2 general insurance license required: CAIB or CIP an asset
• Experience leading teams in an insurance or client-facing environment
• Working knowledge of Personal Lines and ICBC workflows and standards
• Proficient with Epic, Autolink, Policy Center, and insurer platforms