Manager, Personal Insurance

POSITION OVERVIEW

The Manager, Personal Insurance will lead our efforts in acquiring new customers and expanding our Personal Insurance portfolios.

The Manager, Personal Insurance will play a pivotal role in spearheading our new business initiatives and driving the growth of our Personal Insurance department.

This role demands a proactive and customer-focused professional who can effectively manage the acquisition of new clients and uphold the highest standards of service.

This role is responsible for delivering exceptional customer experiences, maintaining compliance within the insurance industry and driving a passion for exceeding targets and KPIs.

RESPONSIBILITIES

EMPLOYEE MANAGEMENT

• Conduct weekly side-by-side meetings with brokers, providing coaching and training to enhance their performance.
• Conduct regular performance reviews with direct reports to ensure effective feedback, career development including succession planning, licensing and education opportunities.
• Focus on team building and employee relationships that are inspiring, motivating, and engaging employees through team building strategies.
• Provide team members with the necessary tools, information, and knowledge to work effectively, serve customers, and uphold company objectives.
• Continually oversee team members activities to ensure manageable workload, support on complex files, and keep up to date on overall team efficiency and workload.
• Offer support to brokers dealing with complex activities and new business to ensure a positive customer experience and use each file as a learning opportunity for broker learning and development.
• Monitor and evaluate the performance of the New Business team, setting clear targets and providing coaching and feedback as needed.
• Delegate authority readily.

CUSTOMER EXPERIENCE

• Resolve customer complaints professionally and promptly to maintain high levels of customer satisfaction.
• Develop a comprehensive understanding of the company's customers through various interactions, addressing customer requests diligently.
• Work closely with the Director, Personal Insurance to develop processes that optimize customer service.
• Lead a team of insurance brokers focused on delivering top-tier policy servicing, that go above and beyond customer experience expectations.
• Continuously refine business processes and implement efficiencies to enhance operations and customer experience.
• Uphold the highest standards of customer service and satisfaction, ensuring that customers receive personalized attention and solutions that meet their needs.

SALES DRIVE

• Drive a sales culture team while maintaining a competitive sales targets that align with organizational goals.
• Support New Business growth through cross selling, upselling, and referrals by working directly with all departments to drive sales.
• Utilize existing customers to round out their entire insurance portfolio to continue to drive sales growth within our organization and provide exceptional customer service.
• Achieve business targets, including customer retention, service level agreements, net promoter scores, and sales campaigns.
• Driving the team toward results by enrolling the commitment and buy-in of team members, as results are achieved with and through people.
• Lead the effort to acquire new Personal Insurance clients by implementing effective outreach and engagement strategies within the communities we service
• Provide guidance and support to a team of professionals tasked with acquiring new Personal Insurance clients, ensuring alignment with organizational goals.
• Develop and execute a strategic plan to drive the growth of our personal insurance portfolio, with a primary focus on acquiring new clients.
• Lead weekly sales meetings within the New Business team to provide weekly updates, discuss pipelines, drive sales, determine challenges and support the team.
• Manage the budget allocated for Personal Insurance New Business initiatives, optimizing resources for maximum effectiveness.

REPORTING & COMPLIANCE

• Keep up to date on AR guidelines to ensure compliance.
• Prepare annual, quarterly, monthly, and weekly plans, ensuring clear alignment with company goals and monitoring progress toward deadlines.
• Accountable for regular Personal Insurance reporting within the team and overall department, actively monitoring reports and acting accordingly.
• Manage individual and team performance, leveraging data and reports to drive actions and improvements, using each moment as an opportunity to learn and grow our brokers.
• Collaborate on reports with the entire Personal Insurance management team to keep an eye on trends, themes, and issues.

Proactively escalate any issues or concerns that you see to the Director, Personal Insurance and work together on solutions or ideas to get ahead of the issues brought forward.

• Utilize reporting and compliance as an opportunity for continued growth of team members.
• Generate regular reports on Personal Insurance New Business performance, providing insights and recommendations for improvement.
• Ensure that all activities related to New Business acquisition adhere to regulatory requirements and company policies.

MANAGEMENT DEVELOPMENT

• Initiating projects and processes beyond established organization practices to ensure the continued improvement of processes, procedures, and any other departmental initiatives that are necessary for the growth of the department.
• Lead projects from start to finish by assessing, planning, delegating, when applicable, and following up to ensure successful completion.
• Actively learning and developing your skillset in a variety of areas with a minimum requirement of 2 hours a month dedicated towards your personal and professional learning and development.

OPERATIONAL EXCELLENCE

• Collaborates effectively with all other departments with Waypoint that are applicable, external stakeholders such as underwriting partners, notaries, and lawyers.
• Assist team members with administrative tasks, including but not limited to binders, updating client information in EPIC and Applied Rating systems, premium finance changes, and managing the PL centralized mailbox.
• Engage in ongoing training and skill development, ensuring continuous improvement in insurance knowledge and brokerage operations.
• Support departmental projects to ensure efficiencies.

Additional duties and responsibilities may be added during the course of employment.

REQUIREMENTS

• A Level 2 BC Insurance License, CAIB or CIP.
• Proven track record of at least 5 years in a management role within the insurance industry, a strong focus in Personal Insurance is desired.
• Knowledge of different types of Personal Insurance policies and coverage options is essential.
• Proven experience in leading and managing teams, with the ability to motivate and guide team members toward achieving common goals.
• Demonstrated success in sales and business development within the insurance sector. A track record of consistently meeting or exceeding sales targets is highly desirable.
• A customer-focused mindset with the ability to understand and address clients' needs effectively.
• Strong strategic planning and execution skills, with the ability to develop and implement growth strategies that align with organizational objectives.
• Ability to adapt to changing market conditions, customer preferences, and organizational priorities while maintaining a proactive and forward-thinking approach.
• Proficiency in using insurance management software such as EPIC and Microsoft Office Suite.

Waypoint is actively committed to supporting diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities.

We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons.