Client Service Manager, Team Leader - Construction

BFL CANADA•Vancouver, BC

9d•CA$120,000 - CA$150,000•Hybrid

About The Position

We are looking for a Client Service Manager, Team Leader to join our Construction Department in our Vancouver Office! As the CSM, Team Leader - Construction, you’ll drive operational excellence, inspire innovation, and champion client success in one of Canada’s most dynamic sectors. This role gives you the chance to make a real difference in how we support our construction clients, working with a team that values practical experience and teamwork. Our construction team is dedicated to delivering tailored insurance and risk management solutions for projects ranging from high-rise residential and commercial builds to complex infrastructure and industrial developments. We thrive on collaboration, using our industry connections and the latest tools to support clients at every stage of their project. Our team values trust, practical knowledge, reliability, and making sure our clients are satisfied.

Requirements

Proven experience in commercial insurance, with a strong focus on construction-related risks (e.g., wrap-ups, course of construction, liability, professional liability).
Demonstrated people leadership experience, including managing, mentoring, and developing high-performing client service teams.
Strong understanding of the construction industry lifecycle, from project planning through completion, and the related insurance and risk management needs.
Ability to manage complex books of business, analyze exposures, and support the development of tailored coverage solutions.
Excellent client relationship management skills, with a track record of driving retention and delivering exceptional service.
Strong knowledge of policy wordings, underwriting submissions, proposals, certificates, endorsements, and compliance requirements.
Strong communication and presentation skills, with the ability to collaborate effectively with Client Executives, insurers, and internal stakeholders.
Experience setting, monitoring, and achieving performance goals and KPIs, with a results-driven mindset.
High level of organizational and time-management skills, able to manage competing priorities in a fast-paced environment.
Solid understanding of insurance market dynamics and the ability to maintain productive insurer relationships.
Financial acumen, including experience with accounts receivable, resolving discrepancies, and client account oversight.
Commitment to fostering a positive, inclusive team culture and modeling company values and professionalism.
Comfortable participating in industry events and relationship-building activities.
Proactive, solution-oriented mindset with the ability to anticipate challenges and drive continuous improvement.
BC Level 2 license in good standing

Nice To Haves

CIP, CAIB, or working toward designation considered an asset.

Responsibilities

Manage the daily operations and needs of the CSM and CSA team, ensuring everyone is supported and working effectively.
Work closely with the Managing Partner to share ideas, discuss challenges, and help shape the direction of the team.
Set and monitor performance goals and KPIs, driving accountability and celebrating achievements.
Encourage a positive, inclusive, and engaging work environment, and promote company-wide initiatives from HR, Finance, Operations, and Compliance.
Model BFL’s values and culture in everything you do.
Proactively support Client Executives and CSMs in managing complex books of business, analyzing client exposures, and proposing innovative coverage solutions.
Develop account strategies, presentations, and proposals that reflect the unique risks and opportunities of the construction sector.
Ensure maximum client retention by delivering outstanding service, anticipating needs, and exceeding expectations.
Uphold rigorous compliance standards, supporting clients in navigating the evolving landscape of construction insurance regulations.
Make sure all client and insurer communications are accurate and handled efficiently.
Prepare and review documents like underwriting submissions, proposals, cover notes, certificates of insurance, and policy wordings.
Build and maintain strong relationships with clients, industry partners, and insurers.
Participate in industry events and public relations activities to keep our team connected and informed.
Follow up with insurers for quotes, endorsements, and policy documents.
Work with Client Service Assistants to ensure documents are processed quickly and accurately.
Monitor client accounts receivable, resolve accounting discrepancies, and ensure timely follow-ups on outstanding items.
Take on other duties and special projects as needed.