Experience Centre Manager - Sales

My Insurance Broker•Vaughan, ON

14h•CA$70,000 - CA$90,000•Onsite

About The Position

As an Experience Centre Manager, you will play a pivotal role in guiding and mentoring the Sales and Service team. You'll be responsible for overseeing daily operations within our client service functions, ensuring the team consistently delivers exceptional customer experience, adheres to all regulatory and internal guidelines, and meets performance objectives. This role requires a strong leader with a deep understanding of insurance principles, excellent communication skills, and a passion for fostering team success.

Requirements

College or University Degree or comparable experience.
3 – 5 year of successful broker experience in a general insurance brokerage.
RIBO (Level I) License required.
Previous experience in a customer service or sales supervisory or leadership role.
Familiarity with all personal insurance products
Proficient with insurance policy systems and MS Office (Excel, Word, Outlook).
Strong fundamentals of underwriting and knowledge of industry trends.

Nice To Haves

CIP or CAIB Certification is considered an asset.
commercial lines experience is an asset.
Call Centre experience is an asset.
Experience with company portals and Broker Management System (EPIC) is an asset.

Responsibilities

Assist with onboarding and training new team members to ensure a smooth transition into their roles.
Provide ongoing training and coaching on new products, underwriting guidelines, sales techniques (up-selling/cross-selling), and customer engagement best practices. Offer constructive feedback on call handling, risk assessment, and application submission processes.
Identify training needs and process improvements and provide recommendations to management.
Foster a positive and collaborative team environment, promoting continuous learning and professional development.
Ensure specific volume requirements and commitments are consistently adhered to by the team.
Track team activity levels, queue management, and service level agreement (SLA) adherence - evaluating key performance indicators across both service (call volume, quality, rate resolution) and sales functions (number of quotes, bound policies, gross written premiums [GWP], and proper risk assessment).
Ensure timely management and follow-up on tasks and emails.
Coordinate and facilitate regular staff meetings to communicate updates, changes, and foster team alignment.
Collaborate with management to review profitability of new business and existing book of business to address and resolve performance issues effectively.
Act as a first point of escalation for complex customer inquiries, underwriting challenges, or team-related issues.
Identify and escalate customer concerns to management as needed.
Support team in being able to effectively serve Customers with quote for personal insurance products, including home, auto, and other coverages while ensuring comprehensive solutions for other opportunities.
Monitor interactions to ensure the team consistently follows company policies and guidelines, maintaining high standards of service and compliance.
Coordinate with Underwriting and Audit leads in conducting reviews of risk accuracy, completeness, and adherence to company policies and insurer guidelines (e.g., proper risk rating, correct market placement, disclosure of material details).
Perform other duties as required.