Director, Client Experience

The Director, Client Experience is responsible for developing and maintaining strong relationships with clients by providing exceptional service and personalized solutions that meet their unique business needs. The Director is responsible for identifying new business opportunities, managing client accounts, and working collaboratively with other team members to achieve business objectives and drive growth.

Duties and Responsibilities

• Leads, provides direction to, delegates, supports and evaluates the work of the Manager, Client Experience and the Associate, Client Experience;
• Oversees the client service experience, ensuring high-quality service is provided;
• Is accountable for service, retention, and client renewal and placement results, and provides accountability of the team through delegation, support, and intervention as required;
• Supports the development of sales strategies, identifies process improvements and ensures prompt resolution of client issues;
• Manages and maintains client relationships through regular cadence meetings, engagement, check-ins, and information delivery;
• Conducts due diligence, analysis, and provides recommendations while proactively anticipating needs;
• Provides training and guidance to support the advancement of the Manager, Client Experience;
• Leads, provides direction to, delegates, supports and evaluates the work of the Manager, and Associate of Client Experience;
• In concert with a Strategic Advisor, plans and executes strategic broking approaches;
• Oversees and supports marketing and negotiations, ensuring effective communication and collaboration;
• Oversees key accounts, manages products, and independently delegates renewals;
• Leverages industry relationships to benefit clients;
• Stays informed about regulatory affairs, the 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;
• Effectively mitigates or controls potential risks effectively, protecting the company from harm; and
• Performs other duties as assigned.

Minimum Requirements

• Bachelor’s degree in business administration or a related field;
• Senior broking experience and sales experience required;
• Advanced understanding of legal and regulatory considerations and industry drivers;
• Completed or actively working towards a Broker (RIBO) Level 2 Licence or equivalent depending on provincial requirements;
• Committed to continuously developing your knowledge of emerging trends, critical coverages, and legislative changes through ongoing education and professional development opportunities;
• Ability to satisfy Continuing Education (CE) requirements;
• Interest in pursuing FCIP is an asset;
• High degree of business acumen, excellent critical thinking, problem solving and decision-making skills to analyze customer needs and identify ways to meet them;
• Exceptional relationship management and negotiation skills to finalize deals and contracts with clients;
• Knowledge of current market trends and customer preferences to inform product development and sales strategies; and
• Continuously expand your network by attending events focused on your emerging areas of interest and client activities.

Key Relationships

• Internal: Executives, Colleagues, Support Staff
• External: Clients, Insurance Companies, Underwriters, Claims, Engineers & Consultants

Working Conditions

• Work on-site in our downtown Toronto office five days a week
• 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;
• Required to travel to client sites, and for client meetings; and
• Required to meet a number of deadlines.

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