Assistant Manager, Broker Service

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued forthe work they do, supportedasthe people they are, and included in thevery fabric of the organization: they bringtheirbestto work every day. And that's why we mean itwhen wesay we put our people at the centreofeverything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

What You’ll Do:

Reporting to the Senior Manager, OTIP Service, you will lead a team of Brokers who deliver exceptional service to our members. You will build strong relationships with your team, support their development and ensure they have the guidance, tools and coaching needed to perform at a high level. With a strong focus on operational excellence, you will use performance insights to drive continuous improvement, strengthen the customer experience and support the overall success of the brokerage.

The core parts of your role will be to:

Provide day‑to‑day leadership, coaching and support to a team of Brokers, fostering a positive, high‑engagement environment where employees feel empowered to succeed.

Lead the recruitment and selection of team members, ensuring strong hiring decisions that align with organizational needs and team culture.

Monitor service performance, analyze trends and use data to inform decisions that enhance service quality, productivity and customer satisfaction.

Coordinate daily operations to ensure service standards, policies and workflows are consistently met.

Support the resolution of member issues by guiding the team, removing barriers and ensuring escalated situations progress to timely effective outcomes.

Collaborate with leaders and partners across the brokerage to align on priorities, share insights and support strategic initiatives.

Maintain strong working relationships with insurance partners, resolving underwriting or procedural issues as required.

Contribute to business growth by ensuring your team delivers proactive, high‑quality service that strengthens member relationships and supports organizational goals.

Perform other duties within the scope of the Assistant Manager role, as assigned.

Let’s Talk

About You:

This is the unique blend of skills and experience we would love to see in an ideal candidate:

Experience leading, coaching, or supervising employees in a customer service or contact centre environment.

Strong communication, coaching and performance development skills, with the ability to build trust and motivate others.

Ability to interpret performance data and use insights to guide decisions and improve outcomes.

High level of organizational ability with experience managing multiple priorities in a fast‑paced environment.

Exceptional interpersonal, written, and verbal communication skills, with the ability to work effectively with employees, leaders, and external partners.

Strong problem‑solving abilities and a commitment to delivering an excellent customer experience.

RIBO Licensed or willing to obtain.

Working towards or completion of CIP is an asset.

We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Salary Range:

This position offers a competitive salary within a range of $76,279 to $104,939, along with rewarding bonuses that recognize your dedication.

At the OTIP…