Leader, PI Customer Experience

BrokerLink • Markham, ON

1d • Hybrid

About The Position

We are looking for a Mandarin and/or Cantonese speaking Customer Experience Leader, Personal Insurance to join our growing team! The ideal candidate has sales experience and a proven record of making things happen. We are looking for someone who can motivate the front lines and encourage the team to learn, evolve and grow. You are someone who loves working with others to get things done. Collaboration is your middle name! Most importantly you understand that insurance isn’t about things. It’s about people.

Requirements

• Post-secondary education
• 5-8 years or more insurance industry experience, with extensive personal lines experience
• Minimum 3 years management experience
• Knowledge of Brokerage Management services and tools (EPIC).
• Strong customer focus; understand the needs of the customer (internal and external); possess strong communication and people skills.
• Demonstrated ability to handle multiple priorities successfully
• Strong analytical and organizational skills
• Mandarin and/or Cantonese speaking

Nice To Haves

• CIP or CAIB designation preferred

Responsibilities

• Responsible for all day-to-day team management.
• Manage the Personal Insurance operations for your respective team to achieve growth and profitability targets.
• Implement and monitor Personal Insurance objectives with respect to commission revenue, policy count, accounts receivable and quality of the books of business and expenses.
• Communicate, implement, and monitor strategies to ensure goals and objectives are attained.
• Work with other Personal Insurance Manager’s and your Regional Leader to ensure the quality of services and sales meets expected standards.
• Collaboratively analyze and resolve quality and customer service and sales problems to deliver on our Customer Value Proposition.
• Accountable for overall staffing and leadership of the team - motivate staff to participate in company objectives as well as continuously keeping front-line staff informed of changes or new directions.
• Develop succession planning for all key positions.
• Responsible for the general administration of the team, including but not limited to IT, payroll and human resource changes and management.
• Provide ongoing coaching, guidance and feedback regarding performance as well as facilitating continuous learning and development of direct reports.
• Support the marketing and/or advertising initiatives and sales trade shows for your respective teams.

Benefits

• Flexible work arrangements
• Multiple benefits offered to support physical and mental wellbeing
• Wellness account
• Share plan & other savings
• Incentive plan
• Annual bonus: 12% target, based on the base salary, with a potential payout of to 200% (subject to personal and company performance)
• Employee Share Purchase Plan (ESPP) – with BrokerLink matching a portion of your contributions.
• Group RRSP, with company matching DPSP offerings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree