Senior Insurance Operations Manager

3 weeks ago

Vancouver, British Columbia, Canada Alteri Full time
Alteri Insurance Job Overview

We are seeking a seasoned Senior Insurance Operations Manager to lead our team in delivering exceptional customer experiences and driving business growth.

About Us:

Alteri Insurance is a dynamic company dedicated to disrupting the insurance landscape in Canada. We pride ourselves on our innovative approach, customer-centricity, and employee empowerment.

Job Summary:

The ideal candidate will possess 3+ years of experience in the insurance industry, including both personal and commercial insurances. A General Insurance Broker License Level 2 (preferably Level 3) in British Columbia or an equivalent Alberta license is required.

Key Responsibilities:

  • Manage a team of insurance professionals, focusing on performance, recruitment, onboarding, and day-to-day administrative tasks.
  • Oversee brokerage operations and insurance sales processes to identify areas for improvement and ensure excellence in customer experiences.
  • Develop and maintain structured processes for sales and tracking Letters of Brokerage (LOB), ensuring data accuracy and documentation within the EPIC system.
  • Administer user roles, permissions, and commission processes in EPIC, guaranteeing compliance, accurate payouts, and timely AR collections.
  • Serve as the primary point of contact for insurance markets, brokers, and staff, leading team meetings, gathering feedback, and enhancing the overall broker experience.
  • Deliver key reporting, including accurate monthly commission calculations for brokers.
  • Maintain high standards of governance and compliance, conducting and supporting internal and external audit processes.
  • Actively participate in annual business planning, establishing strategic initiatives and achieving financial objectives.
  • Foster strong relationships with clients by understanding their insurance needs and providing exceptional customer service.
  • Conduct thorough assessments of client's insurance requirements, analyze existing coverage, and recommend suitable insurance solutions.
  • Handle policy endorsements, renewals, and adjustments promptly and accurately, adhering to insurance regulations and company guidelines.
  • Assist clients in the claims process, acting as a reliable point of contact and guiding them through necessary steps.
  • Stay up-to-date with the latest insurance products, industry trends, and regulatory changes to effectively educate and advise clients.
  • Identify opportunities to upsell or cross-sell additional insurance products that align with client needs, increasing customer satisfaction and company revenue.

Requirements:

  • Post-secondary education and/or equivalent on-the-job experience.
  • Exceptional customer service skills with a genuine passion for helping others and providing personalized insurance solutions.
  • Excellent verbal and written communication skills.
  • Detail-oriented and adept at managing multiple tasks simultaneously, ensuring accuracy and meeting deadlines in a fast-paced environment.
  • A collaborative mindset, working effectively within a team to achieve shared goals while fostering a positive and supportive work culture.
  • Proficiency with computer applications, including EPIC (Broker Management System).

What We Offer:

Alteri Insurance is an equal-opportunity employer committed to creating a diverse and inclusive workplace. We provide accommodations upon request to ensure all candidates feel comfortable and supported throughout the selection process.

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