Director, Personal Lines Client Care
Mitch Insurance Brokers
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Lead
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisoperational optimizationservice performance metricsscalable solutionsoperational excellenceproblem-solvingclient retention strategies
Soft skills
leadershipanalytical skillscommunicationteam buildingclient satisfaction focus
Certifications
bachelor's degreeinsurance education