Manager: Personal Lines Sales and Service

January 22, 2025 by  
Filed under Jobs

Comma Recruitment are looking for a talented manager to lead a sales and service team, personal lines for collector cars and motorcycles.
Reporting to the VP, Special Programs / Lifestyle you’ll be responsible for managing employees, planning and evaluating department activities, and managing performance of all team members. Client retention is a key focus of this job. Growing the client base is also important.

Comma Recruitment are looking for a manager with personal lines leadership experience:
• Ensures efficient and effective operation of the National Collector Cars and Motorcycles Sales and Service department, which includes setting targets, analyzing and responding to call centre performance data such as customer satisfaction and service results, coordinating workflow and communicating with other managers within the department.
• Maintains acceptable service levels for the business unit to align with corporate standards. Actively manages schedules to meet client expectations regarding authorization of “available time”, work “off phones”, outgoing calls, lunch times and vacations.
• Focuses on retention. This includes responding to clients’ questions, concerns or complaints, ensuring customer expectations are met and managing customer satisfaction according to corporate standards.
• Responds to escalated customer complaints, ensuring appropriate action is taken and working with required stakeholders to address the issue brought forward.
• Ensures call centre operational standards, customer service, policies, programs and procedures are maintained at all times. Identifies areas for improvement within the call centre and makes recommendations for continuously improving excellent customer service.
• Attracts new business. This includes responding to clients’ questions, concerns or complaints, and initiating new business through incoming calls, and cross-selling initiatives. Works with Marketing and Business Development teams to build plans to increase lead generation and sales.
• Works with key sales stakeholders to co-develop and implement strong and consistent sales processes.
• Supports strategic initiatives and accomplishes financial objectives. This includes gathering pertinent business, competitive, financial, service and operations information, and collecting forecasting requirements to prepare an annual budget and schedule expenditures and manages to it.
• Applies quality principles and practices to establish a strategic approach and to improve the organization’s operations and productivity. This includes managing processes to support the organization’s strategic direction and communicating, facilitating and supporting necessary changes for continuous improvement.
• Implements the performance management process by communicating job expectations and tracking progress of individual activities and effectiveness. This includes determining team and individual goals; offering job coaching and training; conducting monthly one-on-one meetings; motivating and providing support to help employees meet objectives and quality requirements; reviewing progress; and offering feedback as required.
• Fosters high performance and leads the team with a clear focus on reducing customer effort and addressing customer issues. This includes recruiting, selecting and training individuals; communicating strategies and objectives; and providing team members with essential resources for performing individual job responsibilities efficiently and effectively. Ensures team members meet their targets to achieve overall organizational growth.
• Enforces the adherence to in-house policies to maintain the brokerage’s good standing. Works with the Corporate Licensing Coordinator to ensure all regulatory paperwork is filed in accordance with the relevant provincial regulators.
• Represents the brokerage with other insurance companies within the insurance community. This includes maintaining communication and resolving procedural and underwriting problems as required. This also includes holding regular meetings to discuss results, negotiate promotions and potential changes.
• Provides information to the VP, Lifestyle including annual objectives, business opportunities, results, trends, and competitive information. This also includes tabulating the sales and service standards data monthly and maintaining year-to-date figures.
• Maintains professional and technical knowledge by attending workshops, reviewing professional publications, establishing personal networks in insurance, benchmarking best-in-class practices, and participating in professional associations.
• Performs other duties within competence, as assigned.

Comma Recruitment are looking for:
This is the unique blend of skills and experience we would love to see in an ideal candidate:
• RIBO licence is required (AMF or other National Licensing would be considered an asset).
• Management experience, ideally four years’ experience in a supervisory role.
• Experience in the property and casualty Leisure and Lifestyle industry specializing in Collector Cars and Motorcycle insurance (experience with other niche insurance segments such as boats, mobile homes and cottages is a plus).
• 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
Please forward resume to [email protected]

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