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About the Role
Our Small and Medium Enterprise (SME) Commercial Insurance team is seeking a full-time, permanent Manager to lead a team of SME Client Managers in a trusting, accountable, People First environment. In this role, you will be accountable for team performance, service delivery, quality, client outcomes and employee development. You will stay connected to day-to-day operations by monitoring team activity and capacity, completing quality and process reviews, handling customer issues, coaching performance and ensuring the team has the commercial insurance knowledge required to provide consistent, confident advice to clients.
Responsibilities
- Lead, coach, engage and develop a high-performing team of SME Client Managers.
- Establish clear expectations, hold regular one-on-one and team meetings, provide timely recognition and feedback, and address performance concerns through documented coaching and development plans.
- Actively monitor team activity, availability, workloads, service levels, workflows and individual results.
- Use employee dashboards, operational reports and file activity to identify trends, balance capacity, remove barriers and take timely action when expectations are not being met.
- Complete regular file, workflow and process reviews, including at least quarterly quality analysis.
- Ensure adherence to the SME service model, service level agreements, documented procedures, Epic and PolicyWorks workflows, receivables practices and regulatory requirements.
- Identify and address errors, omissions exposures and recurring quality gaps through coaching, training and process improvement.
- Own and resolve complex or sensitive client escalations in a timely, fair and solutions-focused manner.
- Support Client Managers with difficult renewals, coverage concerns, remarkets, retention conversations and service recovery, while ensuring clear documentation and appropriate escalation of risks or incidents.
- Maintain strong working knowledge of SME commercial insurance products, coverages, markets, underwriting considerations, policy wordings and insurer requirements.
- Provide technical guidance to the team and support confident coverage discussions that protect clients and reduce errors and omissions exposure.
- Drive consistent execution of the SME service model and identify opportunities to simplify work, improve efficiency and strengthen the client and employee experience.
- Lead or contribute to operational changes and special projects, and ensure changes are clearly communicated, adopted and sustained.
- Monitor retention, lost business and client experience results.
- Coach the team on proactive renewal management, coverage reviews, integrated selling, cross-sell and upsell opportunities, and meaningful client conversations that support retention, revenue growth and appropriate client protection.
- Build productive relationships with internal partners, carriers and service providers.
- Collaborate across Individual Insurance Solutions and other NFP business lines to resolve issues, share knowledge and deliver a consistent One NFP experience.
Requirements
- RIBO licence in good standing required.
- RIBO Level 2 licence is preferred and, if not held at the time of hire, must be obtained within one year of starting in the role.
- Ability and willingness to obtain and maintain the provincial licences required to support clients and business needs across multiple Canadian provinces.
- Typically, 5+ years of commercial insurance experience, preferably in a brokerage environment, with strong knowledge of SME products, coverages, markets and workflows.
- Demonstrated people leadership experience, including coaching, performance management, employee development and leading teams in a multi-site environment.
- Ability to monitor operational performance, interpret service and quality results, prioritize resources and take action to improve outcomes.
- Experience conducting file, workflow or quality reviews and addressing process, compliance and errors and omissions risks.
- Strong judgment and confidence managing complex client situations and escalations.
- Effective delegation, organization and time-management skills, with the ability to lead within scope of authority and escalate decisions appropriately.
- Collaborative problem-solving, change leadership and continuous-improvement capability.
- Professional communication and relationship-management skills with clients, employees, carriers and internal partners.
- Solid working knowledge of industry systems such as Epic, PolicyWorks or a similar broker management system.
- Professional insurance designation such as CAIB, CIP or CRM is an asset.
Skills
- Commercial insurance expertise
- People leadership
- Team monitoring and performance management
- Quality assurance and risk management
- Client service and escalation management
- Operational excellence
- Client retention and growth
- Collaboration and market relationships
- Problem-solving
- Change leadership
- Continuous improvement
- Communication
- Relationship management
Location
- Ontario – Any Office Location
Work Type
- Hybrid Setting
- Full-Time
- Permanent
Experience Level
- 5+ years of commercial insurance experience
- People leadership experience
Education Level
- RIBO licence
- RIBO Level 2 licence
- Provincial licences
- Professional insurance designation (CAIB, CIP or CRM is an asset)
Salary/Compensations
- $75,000 to $90,000
- May be eligible for performance-based incentives
Benefits
- Annual bonus plan for all employees
- Matching RRSP plan of 5% of salary
- Referral Commission Plan
- Generous benefits plan including Health Care Spending Account starting on the first day of employment
- Full support for continuing education & internal opportunities to grow as an insurance professional to advance career
- Reimbursement of license fees and professional membership dues
About the Company
- NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement.
- We are an organization of consultative advisors and problem solvers.
- We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach.
- Our personal commitment to our team and our clients have created long-lasting and successful relationships across our growing 300+ Canadian, U.K, and U.S. office locations.
Equal Opportunity
- Accommodations are available on request for candidates taking part in all aspects of the selection process.
- Artificial Intelligence Disclosure: A.I. is not being used to screen, assess, or select applicants for the position.