Manager, Personal Insurance Operations

The Opportunity

Are you someone who thrives at the intersection of process, data, and technology to drive operational results? If so, this is more than just a job—it's a career with unlimited potential.

We are seeking an experienced and highly motivated Manager of Personal Insurance Operations to lead and optimize the day-to-day operational functions of our Personal Insurance division. This role is pivotal in driving operational excellence, technology adoption, and process innovation across the team.

The ideal candidate brings deep brokerage experience, strong technical proficiency in industry-leading platforms, and a proactive mindset toward automation and continuous improvement. You will collaborate cross‑functionally with carrier partners, internal stakeholders, and technology teams to deliver measurable results.

• Minimum 5 years of experience in personal insurance operations, brokerage management, or a related insurance administration role.
• Demonstrated proficiency with Applied EPIC Broker Management System, including template letter creation and workflow configuration.
• Experience participating in UAT for broker management system implementations, upgrades, or integrations and defect management.
• Hands‑on experience with CSIO download processes and carrier data integration.
• Advanced proficiency across Microsoft 365 products:
  Word, Excel (including pivot tables and data analysis), PowerPoint, and Dynamics.
• Familiarity with Power BI for dashboard development, operational reporting, and data visualization; experience liaising with BI or analytics teams.
• Proven track record in identifying process improvement opportunities and leading successful implementations.
• Strong analytical and problem‑solving skills with high attention to detail.
• Excellent communication and stakeholder management abilities—confident presenting to both technical and executive audiences.
• Ability to manage multiple priorities in a fast‑paced, deadline‑driven environment.

• Familiarity with Robotic Process Automation (RPA) tools and implementation methodologies (e.g., UiPath, Automation Anywhere, Power Automate).
• Post‑secondary education in Business Administration, Information Technology, or a related field.
• CIP, CAIB, or other relevant insurance designation is considered an asset.

• Design, implement, and maintain operational workflows to ensure consistency, accuracy, and efficiency across the Personal Insurance team.
• Conduct regular workflow reviews and updates in response to regulatory changes, carrier requirements, or internal process shifts.
• Develop and maintain EPIC template letters, including content creation, version control, and quality assurance.

• Proactively identify operational inefficiencies and lead process improvement initiatives from concept through to implementation.
• Partner with key internal stakeholders and department heads to build consensus and drive change management.
• Identify and evaluate opportunities for Robotic Process Automation (RPA) and lead or support implementation efforts to reduce manual workload and increase throughput.

• Own data integrity initiatives—identify data quality issues, perform root cause analysis, and execute correction strategies.
• Liaise with the BI team to support the development, maintenance, and distribution of operational reports and dashboards that provide leadership with actionable insights.
• Monitor key operational metrics and proactively flag anomalies or trends requiring attention.

• Serve as a primary operational liaison with carrier partners on matters related to document distribution.
• Coordinate the rollout of carrier‑initiated changes to internal teams, ensuring timely communication and documentation updates.
• Oversee CSIO download processes; investigate and resolve CSIO‑related issues, perform root cause analysis, and coordinate with carriers and internal teams to implement solutions.

• Serve as a subject matter expert and power user for the EPIC Broker Management System.
• Leverage the full Microsoft 365 suite—Word,…