SME Insurance Team Lead | Hybrid (Ontario)

Aon Corporation; Toronto; Hybrid; CAD 75,000 - 90,000; Full time

Benefits offered by this job

Annual bonus plan

RRSP matching 5%

Referral Commission Plan

Health Care Spending Account

Continuing education support

License fees reimbursement

Global leadership network

Job summary

NFP, an Aon company, is hiring a Manager to lead SME Client Managers in a hybrid Ontario setting. You will oversee team performance, ensure service quality, and support client outcomes in a people-first environment.

Responsibilities include coaching, monitoring workloads, managing complex escalations, and driving process improvements while maintaining SME insurance knowledge and strong client relationships.

Qualifications

• RIBO licence in good standing.
• RIBO Level 2 licence preferred; if not held, must be obtained within 1 year of starting.
• Ability to obtain provincial licences to support clients across Canada.
• Typically, 5+ years of commercial insurance experience in brokerage settings.
• Demonstrated people leadership including coaching and performance management.
• Ability to monitor operational performance and take action to improve outcomes.
• Experience conducting file/workflow/quality reviews addressing risks.
• Strong judgment for managing complex client situations and escalations.
• Effective delegation, organization and time-management skills.
• Collaborative problem-solving and change leadership abilities.
• Professional communication with clients, employees, carriers and partners.
• Knowledge of Epic, PolicyWorks or similar broker systems.
• CAIB/CIP/CRM designation is a plus.

Responsibilities

• Lead and coach a high-performing SME Client Managers team.
• Monitor team activity, capacity, and service levels to meet SLAs.
• Perform quarterly quality reviews and ensure compliance with processes.
• Own complex client escalations and assist with renewals and coverage reviews.
• Maintain SME insurance knowledge to guide the team and clients.
• Drive operational improvements and efficiency across the team.
• Support client retention and revenue growth through proactive conversations.
• Collaborate with internal partners and carriers for a One NFP experience.

Skills

People leadership

Team monitoring

Quality assurance

Client service

Insurance knowledge

Collaboration

Communication

Problem solving

Change leadership

Tools

Epic

PolicyWorks

Broker management system

Job description

NFP, an Aon company, is hiring a Manager to lead SME Client Managers in a hybrid Ontario setting. You will oversee team performance, ensure service quality, and support client outcomes in a people-first environment.

Responsibilities include coaching, monitoring workloads, managing complex escalations, and driving process improvements while maintaining SME insurance knowledge and strong client relationships.