Job Title: Experience Centre Manager
Location: 500 Hwy 7 E, Richmond Hill, ON L4B 1J1
Employment Type: Full-time / Permanent / Fully In-office
Salary Range: $70,000 - $90,000
Who we are:
Established in 2008, My Insurance Broker is a proud family-owned and Canadian-operated brokerage. As one of Ontario's fastest-growing online brokerages, we have forged strong partnerships with Canada's leading insurance companies. With multiple offices across Southern Ontario and a dedicated support center in Richmond Hill, we are committed to delivering superior pricing, comprehensive coverage, and exceptional service to our clients.
About the role:
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.
What you’ll be doing:
Onboarding, Training & Team Development
- 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.
Performance Tracking, Volume & Operational Management
- 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.
Escalations, Customer Support & Risk Assessment
- 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.
Quality Assurance, Compliance & Audit
- 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.
What we need you to bring:
- College or University Degree or comparable experience.
- CIP or CAIB Certification is considered an asset.
- 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; commercial lines experience is an asset.
- Call Centre experience is an asset.
- Proficient with insurance policy systems and MS Office (Excel, Word, Outlook).
- Experience with company portals and Broker Management System (EPIC) is an asset.
- Strong fundamentals of underwriting and knowledge of industry trends.
My Insurance Broker is an equal opportunity employer committed to fostering an inclusive, respectful, and diverse workplace. We welcome and encourage applications from individuals of all backgrounds and are dedicated to employment equity.
We are committed to providing accommodation upon request for applicants and employees with disabilities, in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of our hiring process, please inform us and we will work with you to meet your needs.
Your application will be reviewed by a member of our recruitment team who will carefully assess your qualifications - never AI. We thank all candidates for their interest, however, only those selected for an interview will be contacted.
