Assistant Manager, Service Broker Leader, Home / Hybrid

Comma Recruitment is looking for a talented Bilingual Assistant Manager, experience as a service broker with leadership experience to support management and lead a service broker team.

We are growing and looking for someone to join the National Group Home and Auto Insurance team.

• Supporting management in the application of quality principles and practices to establish a strategic approach to improve the organization’s operational efficiency.
• Supporting the efficient and effective operation of the Service Broker team including ensuring proper scheduling and staffing levels to support and achieve call center metrics.
• Responsible for setting targets, analyzing and responding to call center performance data such as customer satisfaction and service level results, coordinating workflow, and communicating with other managers in a matrix environment.
• Understand and follow the established strategic initiatives in order to achieve financial objectives. This includes gathering pertinent business, competitive, financial, service and operations information and provide input to prepare and execute on an annual budget in terms of revenue and expense.
• Build, develop and retain a high performing team with a clear focus on reducing customer effort and addressing customer issues. This includes recruiting, selecting and training individuals, performance management, communicating strategies and objectives and providing employees with the necessary resources.
• Ensure call centre operational standards, customer service, policies, programs and procedures are always maintained.
• Engage employees by communicating job expectations and competencies necessary to be successful.
• Ensures efficient and effective operations, including setting targets.

Qualifications

• An AMF or RIBO license.
• A university degree or completion of AIIC/CIP designation or an equivalent industry designation preferred.
• A minimum of three years’ experience in personal lines automobile and property insurance.
• Experience in a supervisory role.
• Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
• Superior time management, project management and organizational skills to manage competing priorities.
• Intermediate knowledge of Microsoft Office Suite applications, Insurer Portals as well as Applied Broker Management System – SigXP, Epic or TAM.
• Must be bilingual (English/French).

We offer:

• Competitive salary and bonus structure
• Industry-leading employer-paid group benefits that start on your first day
• Defined benefit pension plan
• 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
• Flexible work from home and hybrid options
• Opportunities for advancement

Please forward resume to [email protected]