Client Experience Leader

5 days ago

Calgary, AB, Canada JobsMedia.io Full-time $110,000 - $140,000 Contract

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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