Leader, PI Customer Experience

BrokerLink•Calgary, AB

6d•CA$82,900 - CA$101,300•Onsite

About The Position

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present. We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism. We want to invest in you! Your success is our success and our purpose of “we’re here to help people” is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements! Pay at BrokerLink is about much more than just salary. - Flexible work arrangements - Multiple benefits offered to support physical and mental wellbeing, Wellness account and much more - Share plan & other savings Salary range (but not limited to): 82,900 - 101,300 Incentive plan Annual bonus: 12% target, based on the base salary, with a potential payout of to 200% (subject to personal and company performance) As part of our commitment to Win As A Team, we share our success with employees through our incentive programs and Employee Share Purchase Plan (ESPP) – with BrokerLink matching a portion of your contributions. Our Group RRSP, with company matching DPSP offerings provide flexibility and long-term security for our employees beyond their careers. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, location etc. The salary range presented below is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well. About the role We have an opening for a Leader, PI Customer Experience, to join our team at our Aviation Road office in Calgary, AB on a Permanent Full Time Basis.

Requirements

AIC - General Level 2 or equivalent is required
Understand the needs of the customer (internal and external)
Strong communication and negotiation skills
Strong team player and collaborator
Management of projects or initiatives outside of daily areas of responsibilities with multiple stakeholders.
Analytical and problem-solving abilities; develops optimal solutions that maximize organizational performance

Nice To Haves

Leadership and management experience in insurance brokerage operations is an asset

Responsibilities

Build and lead a highly engaged team
Drive growth and deliver second to none customer experience
Work with your management team and peers to develop business strategies which deliver outperformance
Implement and execute these plans by leveraging your team’s talents and skills sets and through regional collaboration
Accountable for overall recruiting and staffing of your team
Responsible for managing, coaching, and developing your team. This includes conducting regular one-on-one meetings with direct reports and proactively managing succession plans for the team.
Building and executing Engagement Action Plans.
Motivate staff to participate in company objectives and continuously keep them informed of changes or new directions
Responsible for ensuring that quality of service meets expected standards.
Examine customer experience and implement tools and programs to enhance their experience
Analyze and resolve service and sales problems and follow up with clients on escalated issues as required
Develop and maintain strong working relationships with our key insurer partners