Job purpose
The Manager, Insurance Services provides strategic and operational leadership to the insurance brokerage by overseeing daily operations, supporting business growth, and ensuring high standards of client service. This is a working manager role responsible for leading the departmental team while maintaining an active book of business.
The Manager provides coaching, guidance, and operational oversight to their team, including monitoring performance and business development activities. In addition to the accountabilities outlined below, this role performs the full scope of Account Manager responsibilities to ensure continuity of client service, policy administration, and sales activities.
The role is responsible for maintaining efficient workflows, ensuring compliance with regulatory requirements and company policies, and supporting the ongoing development of team members. As a subsidiary of the Credit Union, this role also supports alignment between brokerage operations and broader organizational goals, fostering strong relationships with internal partners to deliver an integrated member experience. Through effective leadership, client engagement, and collaboration with internal partners, the Manager contributes to the overall success and growth of the brokerage and its alignment with organizational objectives.
Key Areas of Accountability
- Supervise, coordinate, and prioritize daily team activities and workloads to support efficient and effective operations.
- Support employee onboarding, training, coaching, and ongoing development; identify training needs and implement appropriate solutions.
- Address performance concerns promptly, professionally, and constructively.
- Communicate with insurance companies and internal personnel to resolve issues and support efficient workflow.
- Develop, review, and update Standard Operating Procedures (SOPs) to ensure they remain current and support brokerage operations.
- Interpret and communicate insurance company updates and their impact on team processes and operations.
- Review team member work for accuracy, completeness, and quality.
- Complete audits as required.
- Provide recommendations to management regarding staff performance, staffing requirements, and process improvements.
- Resolve employee and customer concerns within the scope of responsibility.
- Ensure staff schedules provide appropriate coverage while minimizing operational disruption.
- Organize, plan, and prioritize team workloads to support efficient and effective operations.
- Establish, monitor, and report on departmental KPIs aligned with brokerage goals and objectives.
- Perform all duties and responsibilities of the Account Manager role in addition to leadership responsibilities (working manager role).
- Schedule and facilitate department meetings, ensuring attendance, documentation, and follow-up actions are recorded and completed.
- Support business development initiatives and encourage growth within the team's book of business.
- Ensure departmental compliance with regulatory requirements, licensing standards, company policies, and insurer guidelines.
- Participate in recruitment and selection activities, including interviewing and hiring recommendations.
- Support the development and execution of departmental business plans, strategic initiatives, and operational objectives.
- Build and maintain strong collaborative relationships with internal partners, including Credit Union and Wealth teams, to support integrated service delivery, referral opportunities, and an exceptional member experience.
- Support the development and monitoring of departmental budgets, financial targets, expenses, and resource requirements to support operational effectiveness and business objectives.
- Coordinate day-to-day operational requirements, including facility, equipment, and vendor needs as applicable.
- Support alignment between brokerage practices and broader organizational policies, procedures, service standards, and strategic priorities.
- Carry out other duties and special projects as assigned in support of departmental and organizational objectives.
Qualifications
- Secondary School Diploma; post-secondary education in Business, Insurance, or a related field is considered an asset.
- Minimum seven (7) years’ experience as a licensed general insurance professional, including progressive leadership or supervisory experience.
- Advanced knowledge of insurance products, services, industry practices, and regulatory requirements. Valid Level 3 General Insurance Agent Licence in British Columbia, or eligibility to obtain and maintain one in accordance with the requirements of the Insurance Council of British Columbia.
- Applicants holding a valid Level 2 General Insurance Agent Licence with demonstrated leadership potential will also be considered. The successful candidate will be required to obtain their Level 3 General Insurance Agent Licence within twelve (12) months of appointment.
- Demonstrated ability to apply relevant legislation, policies, procedures, and industry standards in day to-day operations.
- Strong customer service orientation with a commitment to identifying and meeting client needs.
- Collaborative team player with a demonstrated ability to lead, motivate, and support team success.
- Strong organizational, time management, problem-solving, communication, and interpersonal skills.
- Proven ability to coach, develop, and support employee performance and professional growth.
- Demonstrated commitment to ongoing personal and professional development.
Educational Requirements
The successful candidate must satisfy the educational, licensing, and continuing education requirements established by the Insurance Council of British Columbia for a Level 3 General Insurance Agent Licence.
Applicants appointed with a Level 2 General Insurance Agent Licence must successfully complete the required education and licensing requirements to obtain their Level 3 General Insurance Agent Licence within twelve (12) months of appointment.
The successful candidate must maintain all licensing and continuing education requirements in accordance with Insurance Council of British Columbia regulations.
Please refer to the Insurance Council of British Columbia for current licensing and education requirements.
Direct Reports
Provides leadership, direction, coaching, and performance oversight to employees within the department, which may include Commercial and Personal Lines Account Managers and/or ICBC Representatives.
Pay: $72,049.97-$96,066.62 per year
Benefits:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Profit sharing
- RRSP match
- Vision care
- Wellness program
Work Location: In person
