Client Service Manager, Team Leader - Construction

We offer more than a job, we offer a career!

• We support our employees to shape their career by encouraging continuing education and investing in training and development.
• We put our employees at the center of what we do to allow them to grow personally and professionally, with projects and challenges that are motivating and rewarding.
• We inspire people to do what they are passionate about by believing in integrity, respect and recognition of diversity and community support.
• We are a dynamic team where entrepreneurship, innovation and collaboration are at the core of our values.
• We offer competitive salaries and a multitude of benefits starting day one including generous medical and dental coverage, telemedicine, employee and family assistance program, and retirement and savings programs.
• We recognize the importance of work life balance with our hybrid work program, wellness allowance, and year-round social activities and events.

We are looking for a Client Service Manager, Team Leader to join our Construction Department in our Vancouver Office!

Are you ready to lead a high-performing team at the intersection of construction and insurance?
As the CSM, Team Leader - Construction, you’ll drive operational excellence, inspire innovation, and champion client success in one of Canada’s most dynamic sectors. This role gives you the chance to make a real difference in how we support our construction clients, working with a team that values practical experience and teamwork.

About the Construction Team

Our construction team is dedicated to delivering tailored insurance and risk management solutions for projects ranging from high-rise residential and commercial builds to complex infrastructure and industrial developments. We thrive on collaboration, using our industry connections and the latest tools to support clients at every stage of their project. Our team values trust, practical knowledge, reliability, and making sure our clients are satisfied.

Your day as a Client Service Manager, Team Leader - Construction

Team Leadership & Development

• Manage the daily operations and needs of the CSM and CSA team, ensuring everyone is supported and working effectively.
• Work closely with the Managing Partner to share ideas, discuss challenges, and help shape the direction of the team.
• Set and monitor performance goals and KPIs, driving accountability and celebrating achievements.
• Encourage a positive, inclusive, and engaging work environment, and promote company-wide initiatives from HR, Finance, Operations, and Compliance.
• Model BFL’s values and culture in everything you do.

Client Service Management

• Proactively support Client Executives and CSMs in managing complex books of business, analyzing client exposures, and proposing innovative coverage solutions.
• Develop account strategies, presentations, and proposals that reflect the unique risks and opportunities of the construction sector.
• Ensure maximum client retention by delivering outstanding service, anticipating needs, and exceeding expectations.
• Uphold rigorous compliance standards, supporting clients in navigating the evolving landscape of construction insurance regulations.
• Make sure all client and insurer communications are accurate and handled efficiently.
• Prepare and review documents like underwriting submissions, proposals, cover notes, certificates of insurance, and policy wordings.

Market Engagement & Relationship Building

• Build and maintain strong relationships with clients, industry partners, and insurers.
• Participate in industry events and public relations activities to keep our team connected and informed.
• Follow up with insurers for quotes, endorsements, and policy documents.
• Work with Client Service Assistants to ensure documents are processed quickly and accurately.

Financial & Administrative Oversight

• Monitor client accounts receivable, resolve accounting discrepancies, and ensure timely follow-ups on outstanding items.
• Take on other duties and special projects as needed.

Our Ideal Candidate

• Proven experience in commercial insurance, with a strong focus on construction-related risks (e.g., wrap-ups, course of construction, liability, professional liability).
• Demonstrated people leadership experience, including managing, mentoring, and developing high-performing client service teams.
• Strong understanding of the construction industry lifecycle, from project planning through completion, and the related insurance and risk management needs.
• Ability to manage complex books of business, analyze exposures, and support the development of tailored coverage solutions.
• Excellent client relationship management skills, with a track record of driving retention and delivering exceptional service.
• Strong knowledge of policy wordings, underwriting submissions, proposals, certificates, endorsements, and compliance requirements.
• Strong communication and presentation skills, with the ability to collaborate effectively with Client Executives, insurers, and internal stakeholders.
• Experience setting, monitoring, and achieving performance goals and KPIs, with a results-driven mindset.
• High level of organizational and time-management skills, able to manage competing priorities in a fast-paced environment.
• Solid understanding of insurance market dynamics and the ability to maintain productive insurer relationships.
• Financial acumen, including experience with accounts receivable, resolving discrepancies, and client account oversight.
• Commitment to fostering a positive, inclusive team culture and modeling company values and professionalism.
• Comfortable participating in industry events and relationship-building activities.
• Proactive, solution-oriented mindset with the ability to anticipate challenges and drive continuous improvement.
• BC Level 2 license in good standing; CIP, CAIB, or working toward designation considered an asset.

What Makes This Role Unique?

• Industry Impact: Be at the forefront of construction insurance innovation by helping develop new ways to solve client challenges and improve how we deliver our services.
• Client Advocacy: Shape the client experience by providing clear communication, flexible support, and proactive risk management throughout the project lifecycle.
• Team Culture: Join a group that values collaboration and learning, with a reputation for reliability and excellence.
• Growth Opportunities: Build your leadership skills in a fast-changing industry, with access to ongoing training and industry events

The expected salary for this role ranges from $120,000 to $150,000. Annual salary will be determined by factors including prior experience, location, business segment, and relevance of the candidate’s skills to the role.

About BFL CANADA

Founded in 1987 by Barry F. Lorenzetti, BFL CANADA is one of the largest employee-owned and operated Risk Management, Insurance Brokerage, and Employee Benefits consulting services firms in North America. The firm has a team of over 1,450 professionals located in 27 offices across the country. Thanks to its Local International Office Network of independent brokers (LION), BFL CANADA provides clients with privileged access to insurance partners in over 140 countries, helping to support their operations both in Canada and globally.

Office Information

Our Vancouver office is situated in Coal Harbour, half a block from the world renowned Seawall. Employees often enjoy activities along the Seawall during their lunch break with Stanley Park being close by. Our office is easily accessible for employees by car and public transit and there are bike storage lockers in our building.

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BFL CANADA is an equal opportunity employer.

We welcome and encourage applications from people with diverse abilities. BFL Canada is committed to fostering an environment that is diverse, equitable, inclusive and accessible to all. The diversity of our talents enables innovation and creativity through diverse backgrounds, different thinking and unique knowledge. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Offers of employment at BFL CANADA are conditional upon satisfactory results of background verifications.

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