Personal Lines Manager

2 weeks ago

Toronto ON MY K, Canada Burgin Platner and Company Full time

Personal Lines Manager (Insurance) — Toronto, ON

Lead a high-performing personal lines team, elevate client experience, and drive profitable growth across home & auto portfolios.

About the Role

We're looking for a Personal Lines Manager to oversee day-to-day operations, coach a team of brokers/CSRs, and own results across retention, cross-sell, service quality, and compliance. You'll partner with carriers, streamline workflows, and champion a client-first culture.

What You'll Do

  • Team leadership: Hire, train, mentor, and performance-manage a personal lines team; set clear targets for retention, NPS, and productivity.
  • Operational excellence: Optimize workflows in the BMS (e.g., Applied Epic/TAM or PowerBroker) and rating tools; standardize procedures, QA call/email handling, and reduce rework.
  • Portfolio management: Monitor book performance, loss ratios, and remarketing strategies; execute retention and win-back campaigns.
  • Carrier relations: Liaise with markets on underwriting appetite, exceptions, and service escalations; negotiate for competitive terms while protecting profitability.
  • Client experience: Ensure timely renewals, endorsements, and claims advocacy; resolve complex service issues and escalations.
  • Risk & compliance: Uphold FSRA and company policies; maintain E&O best practices and documentation standards.
  • Reporting: Track KPIs, forecast growth, and report results to leadership.

What You Bring

  • RIBO license in good standing (CIP/CAIB an asset).
  • 5+ years in personal lines insurance with 2+ years leading a team (broker or carrier).
  • Strong grasp of Ontario auto & property underwriting, rating, and market appetites.
  • Hands-on with BMS (Applied Epic/TAM, PowerBroker) and rating/quoting tools; confident in Excel and report building.
  • Proven results in retention, cross-sell, and process improvement.
  • Clear communication, coaching mindset, and calm problem-solving under pressure.

Nice to Have

  • Experience scaling a high-volume service desk or inside-sales team.
  • Background in change management (new carrier/binder launches, system migrations).
  • Bilingual (English/French or other language).

What We Offer

  • Growth path with leadership exposure and autonomy.
  • Comprehensive benefits, paid time off, and continuing education support (e.g., CIP/CAIB).
  • Modern tools, supportive leadership, and a client-first culture.

Job Type: Full-time

Pay: $48,000.00-$68,000.00 per year

Benefits:

  • Dental care
  • On-site parking
  • Paid time off
  • RRSP match
  • Wellness program

Work Location: In person

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