Director, Personal Lines Client Care

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3 days ago

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Mitch Insurance Brokers

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Finance • B2C • B2B

Mitch Insurance Brokers is a Canadian insurance brokerage (operated by Mitchell & Whale Insurance Brokers Ltd. ) that partners with more than 70 insurers to offer a wide range of personal and commercial insurance products. Family-owned since 1948, the brokerage provides auto, home, business, motorcycle, boat, life, travel, pet, cyber and other specialty coverages, along with online quotes, broker support and claims services, primarily serving customers in Ontario and positioning itself as consumer-focused and transparent.

51 - 200 employees

Founded 1948

💸 Finance

👥 B2C

🤝 B2B

📋 Description

• Shape the future of how we serve clients by designing and implementing a modern, efficient, and scalable service model • Take full ownership of operations, using data, analytics, and technology to drive improvements and deliver consistent, high-quality client experiences • Identify operational inefficiencies and implement solutions that improve service quality and client satisfaction • Monitor and analyze service performance metrics and use insights to optimize processes and drive results • Champion client retention by turning data into actionable strategies that enhance the customer experience • Ensure compliance while maintaining operational rigor and accountability • Collaborate with leadership to align service initiatives with business strategy

🎯 Requirements

• At least 10 years of leadership experience in insurance service operations, ideally in personal lines • Deep understanding of P&C insurance markets, carrier relationships, and compliance standards • Demonstrated ability to independently analyze complex challenges and implement scalable solutions • Strong analytical and logical problem-solving skills, with experience using data and technology to optimize operations • Track record of driving operational excellence and measurable business outcomes • Exceptional people leadership skills with a talent for building high-performing, engaged teams • A bachelor’s degree – additional insurance education is a definite asset

🏖️ Benefits

• Flexible work environment that allows you to decide where you work best