Leader, PI Customer Experience

BrokerLink • St. John's, NL

8d • Hybrid

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! We are looking for 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 (TAM, SAVERS).
• 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

Nice To Haves

• CIP, CRM or CAIB designation preferred

Responsibilities

• Responsible for all day-to-day team management.
• Manage the Personal Insurance operations in the branch 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 Customer Experience Leaders 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 the branch.

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 up 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 provide flexibility and long-term security for our employees beyond their careers.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees