Director, Customer and Broker Accounts

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
- We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

**Position Summary**:
We are seeking a strategic and results-driven Director, Customer and Broker Accounts to lead and oversee all aspects of billing operations for our business. This role is responsible for ensuring accurate, timely, and customer-centric billing processes, while driving operational efficiency, compliance, and innovation across the billing lifecycle.

**Key Responsibilities**:
**Leadership & Strategy**
- Lead the billing operations team providing direction, coaching and support to Team Leads, Quality, Operations and Support staff.
- Evolve and execute the billing strategy aligned with corporate goals and customer experience standards.
- Partner with Technology Solutions, Underwriting, Claims, Sales & Distribution and Customer Service to ensure seamless integration of billing processes.

**Billing Operations**
- Oversee end-to-end billing processes including invoicing, payment processing, refunds, account changes, and account reconciliations.
- Ensure accuracy and timeliness of billing for all insurance products (auto, home, commercial, etc.).
- Ensure accuracy and timeliness of broker commission payments.
- Monitor and improve billing cycle times, service level targets, error rates, and customer satisfaction metrics.

**Compliance & Controls**
- Ensure compliance with regulatory requirements, internal controls, and audit standards.
- Maintain documentation and reporting for ICFR, PCI, and other relevant frameworks.

**Technology & Innovation**
- Drive automation and digital transformation initiatives within billing operations.
- Evaluate and implement processes and tools to enhance scalability and performance.

**Customer Experience**
- Champion a customer-first approach to billing, ensuring clarity, transparency, and responsiveness.
- Resolve complex billing issues and escalations in collaboration with customer service teams.

**Analytics & Reporting**
- Develop KPIs and dashboards to track billing performance and identify improvement opportunities.
- Provide regular reporting to senior leadership on billing trends, risks, and strategic initiatives.

**Qualifications**:

- Bachelor’s degree in Finance, Accounting, Business Administration, or related field (MBA or CPA preferred).
- 10+ years of progressive experience in billing, finance operations, or revenue cycle management.
- 5+ years in a leadership role, preferably within the insurance or financial services industry.
- Deep understanding of P&C insurance products, billing systems, and regulatory environment.
- Proven track record of leading process improvements and technology implementations.
- Strong analytical, communication, and stakeholder management skills.

**Preferred Skills**:

- Experience with enterprise billing platforms (e.g., Guidewire Billing Center).
- Experience managing large teams and dealing with cross functional stakeholders
- Familiarity with Agile project management and digital transformation initiatives.
- Bilingual (English/French) is an asset for Canadian roles.

High degree of proficiency with English is required to service customers, both internal to the company and external, across Canada.

Salary Range:$101,000 - $186,000

**What’s in it for you?**
- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

**Go ahead and expect a lot — you deserve it.**

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work ® as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

**Background checks**

This role requires successful clearance of background checks (including criminal checks and leadership references).

LI-Hybrid

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