Personal Lines Service Manager

McFarlan Rowlands Insurance Brokers offers a complete line of commercial, personal lines, life, disability, employee benefit plans and risk management services through our network of offices across Southwestern Ontario. Our employees are committed to providing outstanding products and unsurpassed service that, together, deliver premium value to our clients.

We offer a welcoming work environment, competitive compensation and group benefits package, matching in our Group RRSP, in-house seminars to satisfy RIBO requirements, a fitness credit, your birthday off, and a day off for community service of your choice.

The Personal Lines Service Manager is a key leadership role responsible for strengthening frontline support, enhancing team connection, and ensuring consistent, high-quality service delivery across McFarlan Rowlands’ Personal Lines operations. Reporting to the Director of Personal Lines, this role works closely with PL Operations, Sales, Underwriting, Training, Private Client leadership, HR, and Branch Managers.

Salary Range: $80,000-$95,000

Key Responsibilities

- Provide daily direction, motivation, and coaching to staff to manage workloads and ensure high-quality service and professional development in the PL Division.

- Monitor team morale and workload by conducting check-ins and escalating concerns as needed.

- Identify training gaps and recommend development opportunities for PL Brokers and support staff.

- Understand McFarlan Rowland’s core values to promote and strengthen a positive, consistent, and collaborative culture across the organization.

- Escalate performance concerns to appropriate channels; collaborate with internal departments on performance improvement plans when required.

- Deliver clear, timely communication on insurer changes, operational updates, and industry shifts to PL Leadership team.

- Coordinate with internal departments to develop strategic plans that enhance both the client experience and the effectiveness of the PL team.

- Act as the escalation point for complex client concerns; support brokers in resolving escalations with expertise and accuracy.

- Provide support for the shared PL support inbox, including best practices, training, and client escalations.

- Monitor daily operations, track key metrics, and manage PL resources to ensure productivity and efficiency.

- Develop and implement strategies for personal lines to achieve business objectives and adapt to industry trends.

- Perform quality audits, review application of underwriting guidelines and procedures to ensure adherence to regulatory requirements.

Qualifications

- Minimum 5 years of management/leadership experience in Personal Lines.

- Strong knowledge of Epic and major Personal Lines insurers required.

- Passionate about people‑leadership and helping others.

- Post‑secondary education in business or related field is an asset.

- CAIB or CIP designation is an asset.

- Experience with Quandri, Pathway, and QuickFacts is an asset.

- Ability to travel to branch locations is a required.

What’s In It for You?

- 3 weeks minimum paid vacation

- A comprehensive compensation package and incentives that recognize strong performance

- Help with career growth through education assistance, mentorship and internal job opportunities

- Prioritizing your well‑being through wellness programs, a comprehensive benefits program and fitness allowances

- Flexibility by offering a hybrid work from home program for eligible positions

- Other perks such as your birthday off, paid community outreach days, RRSP matching & an outstanding culture

McFarlan Rowlands is an equal opportunity employer. All employment is decided on the basis of qualifications, merit and business need. Technology allows us to connect in new and different ways but we are an organization driven by real people and real connections. When you apply for a position at McFarlan Rowlands you can guarantee all resumes and applications are reviewed by a real human being. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members. This is a newly created role, established to support the company’s continued growth.

HOW TO APPLY

Please forward your resume and cover letter to: hr@mcfr.ca Thank you for your interest in this challenging opportunity.

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