Experience Centre Manager - Sales

Job Title: Experience Centre Manager - Sales

Location: 163 Centennial Pkwy N, Hamilton, ON L8E 1H8

Employment Type: Full-time / Permanent / Fully In-office

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 Manger - Sales, you will play a pivotal role in guiding and mentoring the sales team. You'll be responsible for overseeing daily operations, ensuring the team consistently delivers exceptional customer experience, adheres to all regulatory and internal guidelines, and meets performance and profitable sales growth 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:

• 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.
• Act as the primary point of contact for complex customer inquiries, difficult risk assessments, or potential E&O concerns that the employee cannot resolve independently. Guide the employee through challenging situations and escalate issues to higher management when necessary.
• Assist with onboarding and training new team members to ensure a smooth transition into their roles.
• Monitor interactions to ensure the team consistently follows company policies, workflows and guidelines, while maintaining high standards of service and compliance.
• Monitor the team activity levels, queue management, and progress towards defined volume targets (e.g., number of quotes, bound policies, gross written premiums (gwp) and proper risk assessment).
• Collaborate with management to review profitability of new business and existing book of business to address and resolve performance issues effectively.
• 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.
• Monthly performance coaching sessions to support team development and goal achievement.
• Coordinate and facilitate regular staff meetings to communicate updates, changes, and foster team alignment.
• Coordinate with Underwriting and Audit leads in conducting reviews of policies written for accuracy, completeness, and adherence to company policies and insurer guidelines (e.g., proper risk rating, correct market placement, disclosure of material details).
• Foster a positive and collaborative team environment, promoting continuous learning and professional development.

• Perform other related tasks as required.

What we need you to bring:

• Minimum College or University level Degree/Undergraduates Degree or comparable experience
• Minimum 3 – 5 year of successful broker experience in a general insurance brokerage (preferred)
• R.I.B.O (Level I) License
• Familiar with all aspects of all personal insurance products (commercial also an asset)
• Call Centre experience (asset)
• Proficient with insurance policy systems as well as MS Office, specifically Excel, Word, and Outlook
• Experience working with company portals and Broker Management System (EPIC) is an asset.
• CIP or CAIB Certification or working towards its completion
• Previous experience in Sales supervisory or leadership role
• Extensive experience in Sales within a fast-paced environment
• Strong fundamentals of underwriting and industry trends 

My Insurance Broker is an equal opportunity employer committed to fostering an inclusive, respectful, and diverse workplace. 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.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.