Client Leader

We are currently recruiting for a Client Experience Leader for a respected brokerage in Alberta
.

Step into a key leadership role influencing both Commercial and Personal Lines service teams.

Make a meaningful impact by shaping service standards, coaching teams, and driving operational excellence.

• Leadership & Team Development: Lead, coach, and mentor Commercial Account Managers, Assistant Account Managers, and Personal Lines teams through regular 1-on-1s, training, and workflow guidance.
• Operational Excellence: Oversee day-to-day servicing operations, conduct file reviews, QA checks, and renewal audits to ensure compliance, consistency, and E&O prevention.
• Systems & Reporting: Act as the EPIC system champion, ensuring strong utilization, data accuracy, reporting, and consistent workflows across teams.
• Performance Management: Monitor KPIs, service standards, renewal timelines, and retention metrics through EPIC reporting and dashboards.
• Client Support: Collaborate with Account Executives, Producers, and Claims Advocates, and engage directly with clients on complex accounts, escalations, or renewals when required.
• Process Improvement: Identify workflow efficiencies and contribute to continuous improvement initiatives across departments.

• 7+ years of Commercial and/or Personal Lines brokerage experience
• Alberta General Insurance License –
  Level 2 required (Level 3 and RIBO considered assets)
• Advanced proficiency with Applied EPIC
  , including workflows and reporting
• Proven experience leading, coaching, or mentoring licensed service teams
• Strong technical understanding of commercial placements and personal lines markets

CAIB, CIP, or other professional designations preferred