Experience Centre Manager - Service

Job Title: Experience Centre Manager - Service

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 Manager - Service, you will play a pivotal role in guiding and mentoring the customer 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:

• 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.
• Supervise, mentor and coach team members on best practices for customer engagement, policy management, new business quoting, and compliance.
• Act as a first point of escalation for complex customer inquiries, underwriting challenges, or team-related issues.
• Identify training needs and process improvements and provide recommendations to management.
• Ensure specific volume requirements and commitments are consistently adhered to by the team.
• Monitor interactions to ensure the team consistently follows company policies and guidelines, maintaining high standards of service and compliance.
• Monitor team performance against key metrics, including call volume, rate resolution, targets, quality and adherence to service level agreements.
• Foster a positive and collaborative team environment, promoting continuous learning and professional development.
• Ensure timely management and follow-up on tasks and emails.
• Identify and escalate customer concerns to management as needed.
• Collaborate with management to address and resolve performance issues effectively.
• 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).
• Coordinate and facilitate regular staff meetings to communicate updates, changes, and foster team alignment.
• 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 a customer service supervisory or leadership role
• 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.