Director - Personal Lines Operations

My Insurance Broker•Vaughan, ON

3d•Onsite

About The Position

As an Operations Manager, you will be responsible for overseeing the efficiency and effectiveness of underwriting, policy issuance, and claims processes. This role focuses on driving process improvements, ensuring compliance, and delivering high-quality service that aligns with company goals and industry standards. You will collaborate closely with internal teams, brokers, and carrier agents to ensure smooth operations and foster strong relationships. The role requires a dynamic leader with a comprehensive understanding of insurance principles, excellent communication skills, and a strong commitment to operational excellence and continuous improvement, along with a passion for driving team success.

Requirements

Minimum college or university-level degree in Business, Insurance, or comparable experience.
RIBO License (or willingness to obtain within the first 90 days of employment).
Minimum 5 years of experience in a general insurance brokerage.
Minimum 3 years of experience in a managerial role.
Proven experience in process improvement, team leadership, and driving operational excellence in an insurance environment.
In-depth knowledge of various personal lines products.
Proficient with insurance policy systems and MS Office (Excel, Word, Outlook).
Strong knowledge of underwriting principles, policies, and procedures within the insurance industry.

Nice To Haves

CIP or CAIB Certification, or working towards its completion (an asset).
Experience working with company portals and Broker Management System (EPIC) is an asset.

Responsibilities

Oversee underwriting processes, policy administration, and claims processing to ensure adherence to company standards, industry regulations, and compliance requirements.
Ensure timely and accurate issuance of policies and processing of claims, addressing any discrepancies or issues that arise.
Foster a strong partnership between the underwriting team and brokers to ensure smooth workflows and high satisfaction levels.
Identify inefficiencies in workflows and lead initiatives to streamline processes, reduce cycle time, and improve productivity.
Identify operational gaps in underwriting, processing, and claims workflows.
Collaborate with the Training Department to design and implement targeted training programs to address skill gaps and improve team performance.
Lead and mentor a team of underwriters, and processors.
Foster a positive, collaborative work environment focused on achieving operational excellence.
Act as a role model for professionalism, integrity, and work ethic, fostering a culture of accountability and excellence.
Provide regular feedback, mentorship, and coaching to team members to support their professional growth and career development.
Resolve conflicts and address performance issues effectively, ensuring a positive team dynamic.
Continuously review and optimize underwriting and processing procedures to improve operational efficiency, customer experience, and profitability.
Implement best practices and innovative solutions for automating routine tasks and improving data accuracy.
Collaborate with other departments to drive cross-functional initiatives and ensure seamless operations.
Ensure that underwriting and processing operations comply with internal policies, industry regulations, and legal requirements.
Collaborate with the Auditing Team to assess the effectiveness of internal controls, recommending improvements to mitigate risks and enhance compliance processes.
Maintain a proactive approach to regulatory changes, ensuring that the underwriting and processing teams are promptly informed and properly trained on any updates or new laws.
Identify potential risks in underwriting and processing workflows (e.g., fraud, errors, system vulnerabilities) and work with the relevant teams to implement risk mitigation strategies.
Track and report on key performance indicators (KPIs) for underwriting, processing, and claims operations.
Analyze data to identify trends, risks, and opportunities for process improvements.
Prepare and present regular reports to senior management, highlighting operational performance and recommending improvements.