Customer Experience Leader, Personal Insurance

Customer Experience Leader, Personal Insurance

Join to apply for the Customer Experience Leader, Personal Insurance role at Broker Link - Eastern Ontario Region
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Being a part of Broker Link means you live our values: to act with integrity, be respectful of others, have a customer‑driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment.

We want like‑minded individuals who want to provide the highest level of customer service and carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and the purpose of “we’re here to help people” motivates us to keep the amazing talent we attract for a long time. We want to bring out the best of all our team members, offering countless opportunities to grow in an environment that values our most important asset, you. We have over 200 offices across Canada and flexible work arrangements.

We are looking for a Customer Experience Leader, Personal Insurance to join Broker Link and work from our Markham – Woodbine office in our Central Ontario region on a Permanent Full Time Basis.

• Flexible health and dental insurance benefits package
• Personal Spending amount to invest in your healthy lifestyle
• RRSP – Registered Retirement Savings Plan with Company matching
• ESPP – Employee Share Purchase Plan (TSX:
  
  IFC) program with matching aspect
• ‘Dress for your day’, dress according to your daily schedule
• Competitive compensation package with bonus aspect
• Employee discount program, including Apple, Bell, Rogers and more!
• Paid Time Off in the form of:
  Personal days, Volunteer days, Exam/Study Time, Jury Duty and starting at 3 weeks of vacation per year!
• Recognized as one of Canada’s best employers, e.g., Kincentric 2024

• Build and lead highly engaged teams.
• Drive growth and deliver second-to-none customer experience.
• Work with your leadership team and peers to develop business strategies that deliver out performance.
• Implement and execute plans by leveraging your team’s talents and skills and regional collaboration.
• Contribute to driving growth and brand awareness in your Territory, by planning and driving marketing initiatives.
• Assist with recruiting and staffing of your team.
• Responsible for managing, coaching, and developing your team. This includes conducting regular one‑on‑one meetings with direct reports and proactively managing succession plans.
• Build and execute Engagement Action Plans. Motivate staff to participate in company objectives and continuously keep them informed of changes or new directions.
• Responsible for ensuring that quality of service meets expected standards.
• Examine customer experience and implement tools and programs to enhance their experience.
• Analyze and resolve service and sales problems and follow up with clients on escalated issues as required.
• Maintain strong working relationships with our key insurance partners.

• Leadership and management experience in insurance brokerage operations.
• Strong track record of leading highly engaged teams across multiple locations.
• Experience leading in a hybrid environment.
• Understand the needs of the customer (internal and external).
• Strong communication and negotiation skills.
• Strong team player and collaborator.
• College or university degree in a related area or commensurate work experience.
• RIBO License preferred.
• Management of projects or initiatives outside of daily responsibilities with multiple stakeholders.
• Analytical and problem‑solving abilities; develop optimal solutions that maximize organizational performance.
• Required to travel within the Region as needed.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Broker Link is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

Broker Link is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about Broker Link! Visit our new dedicated Webpage -

• Mid‑Senior level

• Full‑time

• Other

• Insurance

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