Manager, Client Experience
Toronto
Commercial /
Full Time /
On-site
The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing efforts of the firm. Possession of RIBO licence is a requirement.
Duties and Responsibilities
- Serve as the primary point of contact for clients and markets offering assistance, as needed;
- Manages and cultivates strong relationships between markets and clients, ensures submissions are complete, accurate, and presented professionally;
- Highly responsive to client needs, including answering calls and returning messages before the end of each business day, and responding to emails within the next business day;
- Ensures all data requests from clients and markets are met on time;
- Prepares quotes and proposals, works with policies with higher limits, number of exposures and customization with minimal supervision;
- Executes the market strategy, negotiates insurance terms, solicits options, and suggests alternative structures;
- Supports and assists in the advancement of the Associate, Client Experience;
- Organizes and maintains a calendar of renewals, expiries,
- Oversees billings and payment collections to ensure they are received by the deadlines;
- Completes additional sales, negotiation, or prospecting skills training to improve on the job performance;
- Follows regulatory affairs, competitive market, and legal frameworks to ensure the company operates in compliance with regulations and laws;
- Meets or exceeds regulatory requirements for continuing education, and ensures all licenses are in good standing, and successfully renewed in order to transact business;
- Mitigates or controls potential risks effectively, protecting the company from harm; and
- Other duties as assigned.
Minimum Requirements
- Bachelor’s Degree in Business Management, Accounting or a related field;
- Possession of RIBO licence
- Minimum Three (3) years’ of broking experience;
- Completed or actively pursuing the CIP designation;
- Sales-oriented mindset;
- Ability to work collaboratively in a team environment;
- Strong interpersonal skills to influence others without authority;
- Demonstrated ethical decision-making abilities;
- Effective at building and maintaining relationships; and
- Proficient conflict resolution and management abilities.
Key Relationships
- Internal: Executive, Collleagues, Support Staff
- External: Clients, Insurance Companies, Underwriters, Claims, Engineers & Consultants
Working Conditions
- Connect and network with key contacts at industry functions;
- Work normal business hours but may be required to do some work in the evenings or outside normal working hours;
- Able to work on a computer for long periods of time;
- Required to work in a busy, open area office;
- Required to spend long hours concentrating which will require attention to detail and high levels of accuracy; and
- Required to meet a number of deadlines.
