Director, Personal Lines Client Care

Mitch Insurance Brokers

Director modernizing personal lines client care for an insurance technology company. Leading scalable operations, analytics, compliance, retention, and high-performing teams across Canada.

Posted 8/17/2026full-timeRemote • 🇨🇦 CanadaLead💰 CA$100,000 - CA$130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and implementing client service models within the personal lines insurance sector, focusing on operational excellence, compliance, and team leadership to enhance customer experience and retention.

Highest-signal resume keywords

Leadership Experience In Insurance Service OperationsP&C Insurance Market KnowledgeData-Driven Operational OptimizationAnalytical And Problem-Solving SkillsTeam Building And People Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Service Model DesignOperational Efficiency ImprovementService Performance Metrics AnalysisProcess OptimizationCompliance Standards KnowledgeScalable Solution ImplementationBusiness Outcome Measurement

Soft Skills

Exceptional People LeadershipAnalytical ThinkingCollaboration With Leadership

Certifications & Qualifications

Bachelor’s DegreeAdditional Insurance Education

Industry Keywords

Personal Lines InsuranceClient Care OperationsCustomer Experience EnhancementOperational RigorClient Retention Strategies

About the role

Key responsibilities & impact

Design and implement a modern, efficient, and scalable personal lines client service model
Take full ownership of client care operations
Identify operational inefficiencies and implement solutions to improve service quality and client satisfaction
Monitor and analyze service performance metrics
Use data and insights to optimize processes and drive results
Develop actionable strategies to enhance customer experience and client retention
Ensure compliance, operational rigor, and accountability
Collaborate with leadership to align service initiatives with business strategy
Build high-performing, engaged teams and inspire exceptional client experiences

Requirements

What you’ll need

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
Ability to independently analyze complex challenges and implement scalable solutions
Strong analytical and logical problem-solving skills
Experience using data and technology to optimize operations
Track record of driving operational excellence and measurable business outcomes
Exceptional people leadership skills
Talent for building high-performing, engaged teams
Bachelor’s degree
Additional insurance education is a definite asset

Benefits

Comp & perks

Eligibility for a performance bonus
Flexible work environment
Choice to work remotely from anywhere in Canada or from the Durham Region office
Inclusive, diverse and inspiring environment
Recruitment accommodations available upon request