Manager, Personal Lines Client Care

About Mitch

We know insurance can be complicated, that’s why at Mitch we’re on a mission to change the way people feel about insurance, by making it lovable.

This isn’t just a tagline or marketing campaign – it’s at the heart of everything we do. We start from within, through a culture of kindness, positivity and inclusivity. We collaborate, innovate and inspire each other to solve challenges and create new opportunities. We believe in always doing the right thing for our clients and communities and know that with a great team, everything is possible.

What you’ll do

As a Manager, Personal Lines Client Care, you’ll lead a team of up to six insurance brokers to deliver exceptional service. You’ll balance active leadership and coaching with hands‑on client engagement, ensuring teammates have the guidance and resources to thrive and that every client feels confident choosing Mitch.

How you’ll make an impact

• Lead, mentor, and inspire teammates to meet retention, production, and service goals
• Use data and feedback to drive accountability and growth
• Provide structured coaching and real‑time feedback that supports both skill development and engagement
• Oversee daily operations including scheduling, workload balancing, and service coverage across all communication channels
• Dedicate approximately 25% of your time to direct client engagement and backup support to ensure service continuity and a consistently high‑quality experience
• Partner with other leaders and departments to enhance workflows, optimize processes, and improve efficiency
• Foster a culture of collaboration, recognition, and continuous improvement within your team and across the organization

Your Qualifications

Confidence in managing escalations, problem‑solving, and leading teams through change

Workplace flexibility

Where you’ll work is up to you. We believe in offering a flexible work environment that allows you to decide where you work best. Whether you prefer to be in our Durham Region office or work remotely from anywhere in Canada, the choice is entirely yours.

Join us

We have some very big plans and are on an exciting path to the future. If you want to help bring game‑changing ideas to life and make a difference, then join us on our mission to make insurance lovable.

Equal Opportunity Statement

Mitch is an equal opportunity employer, and we’re committed to building an inclusive, diverse, and inspiring environment for all employees. If you require any specific accommodations during the recruitment process, please let us know and we’ll be happy to work with you to meet your needs.

Job Details

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