Senior Service Manager

Overview

Senior Service Manager — Markham, Ontario — Customer Service

Salary: 110K to 130K plus bonus of up to 30%.

Our customer is looking for a high‑impact Senior Service Manager to lead servicing, retain customers, and deliver exceptional customer service within the Customer Care team, owning customer outcomes after a customer chooses a product offering. This is a new role with primary responsibility in the Ontario region, but it could have national impact. Our customer values customer focus and care as an art.

Apply only if you’re energized by keeping customers, reducing complaints, and leaders owning outcomes.

• Deliver exceptional service for existing customers, bringing the value of our customers’ products and experience to life in every interaction.
• Drive consistency, ownership, and quality at scale.
• Keep our customers with us and minimize friction in servicing insurance products.
• Promote self‑serve and paperless adoption across existing customers.
• Be accountable for retention performance, customer experience outcomes, service efficiency, and complaint excellence across national inbound service teams.
• Lead new hires into the broader group, developing them for future sales or service focused roles.
• Lead Service Performance & Retention Outcomes, including renewal saves, cancellation prevention, and win‑back service strategies.
• Drive service excellence across calls, chats, and emails; ensure fast, first‑time‑right resolution with transparent accountability for outcomes.
• Collaborate with broader colleagues in personal insurance to improve retention strategies.
• Oversee the end‑to‑end complaint operating model: acknowledgement within 24 hours, root cause clarity, timely fair resolution, and preventative actions.
• Use complaint insights, QA findings, VoC, NPS, and post‑call surveys to remove failure demand, not just report it.
• Ensure the group meets and exceeds customer experience control standards and internal risk expectations.
• Lead a team of frontline service leaders with coaching, enablement, and capability uplift across all service functions.
• Create an environment where people can do their best work, supported by clear expectations, structured development, and a robust performance culture.
• Develop service capability across retention conversations, sales‑focused service interactions, complaint ownership, quality decision‑making, and leadership depth.
• Identify friction and waste across the service journey and improve First Point Resolution while protecting customer outcomes.
• Partner with Workforce, Knowledge, Licensing, and Complaints to ensure service runs cleanly.
• Lead service‑driven retention initiatives and embed save behaviors into day‑to‑day service (not just projects).
• Use data to understand where and why customers leave, then fix it; balance customer empathy with commercial discipline.
• Coach Field Level Managers and prioritize improvement actions using dashboards and performance insights.

• Service & Retention Leadership:
  Proven experience leading leaders in service or retention teams in insurance, financial services, or regulated environments.
• Customer Experience Expertise:
  Hands‑on experience with complaints, QA, and service performance management; able to diagnose root causes and lead sustainable fixes.
• Operational & Commercial Balance:
  Comfortable balancing customer care with risk, cost, and retention outcomes; able to improve service efficiency without compromising trust.
• Leadership & Influence:
  Clear, confident communicator with the ability to challenge and listen; strong cross‑functional influence especially with Underwriting, Risk, Workforce, Sales, and Ops.

• Leadership experience in insurance service or contact‑centre environments.
• Solid knowledge of personal lines products.
• Confident performance manager and coach; remains calm under pressure and decisive when it matters.