Director - Personal Lines Operations

Job Title: Director - Personal Lines Operations

Location: 505 Hwy 7 #311, Thornhill, ON L3T 7T1

Employment Type: Full-time / Permanent

Salary Range: $100,000 - $120,000 + bonus 

Who we are:

Established in 2008, My Insurance Broker is a proud family-owned and Canadian-operated brokerage. As one of Ontario's fastest-growing online brokerages, we have forged strong partnerships with Canada's leading insurance companies. With multiple offices across Southern Ontario and a dedicated support center in Richmond Hill, we are committed to delivering superior pricing, comprehensive coverage, and exceptional service to our clients.

About the role:

As an Operations Manager, you will be responsible for overseeing the efficiency and effectiveness of underwriting, policy issuance, and claims processes. This role focuses on driving process improvements, ensuring compliance, and delivering high-quality service that aligns with company goals and industry standards. You will collaborate closely with internal teams, brokers, and carrier agents to ensure smooth operations and foster strong relationships. The role requires a dynamic leader with a comprehensive understanding of insurance principles, excellent communication skills, and a strong commitment to operational excellence and continuous improvement, along with a passion for driving team success.

What you'll be doing:

Operational Oversight

• Oversee underwriting processes, policy administration, and claims processing to ensure adherence to company standards, industry regulations, and compliance requirements.
• Ensure timely and accurate issuance of policies and processing of claims, addressing any discrepancies or issues that arise.
• Foster a strong partnership between the underwriting team and brokers to ensure smooth workflows and high satisfaction levels.
• Identify inefficiencies in workflows and lead initiatives to streamline processes, reduce cycle time, and improve productivity.
• Identify operational gaps in underwriting, processing, and claims workflows.
• Collaborate with the Training Department to design and implement targeted training programs to address skill gaps and improve team performance.

Leadership & Team Management

• Lead and mentor a team of underwriters, and processors.
• Foster a positive, collaborative work environment focused on achieving operational excellence.
• Act as a role model for professionalism, integrity, and work ethic, fostering a culture of accountability and excellence.
• Provide regular feedback, mentorship, and coaching to team members to support their professional growth and career development.
• Resolve conflicts and address performance issues effectively, ensuring a positive team dynamic.

Process Improvement & Optimization

• Continuously review and optimize underwriting and processing procedures to improve operational efficiency, customer experience, and profitability.
• Implement best practices and innovative solutions for automating routine tasks and improving data accuracy.
• Collaborate with other departments to drive cross-functional initiatives and ensure seamless operations.

Compliance & Risk Management

• Ensure that underwriting and processing operations comply with internal policies, industry regulations, and legal requirements.
• Collaborate with the Auditing Team to assess the effectiveness of internal controls, recommending improvements to mitigate risks and enhance compliance processes.
• Maintain a proactive approach to regulatory changes, ensuring that the underwriting and processing teams are promptly informed and properly trained on any updates or new laws.
• Identify potential risks in underwriting and processing workflows (e.g., fraud, errors, system vulnerabilities) and work with the relevant teams to implement risk mitigation strategies.

Reporting & Analytics

• Track and report on key performance indicators (KPIs) for underwriting, processing, and claims operations.
• Analyze data to identify trends, risks, and opportunities for process improvements.
• Prepare and present regular reports to senior management, highlighting operational performance and recommending improvements.

What we need you to bring:

• Minimum college or university-level degree in Business, Insurance, or comparable experience.
• RIBO License (or willingness to obtain within the first 90 days of employment).
• CIP or CAIB Certification, or working towards its completion (an asset).
• Minimum 5 years of experience in a general insurance brokerage.
• Minimum 3 years of experience in a managerial role.
• Proven experience in process improvement, team leadership, and driving operational excellence in an insurance environment.
• In-depth knowledge of various personal lines products.
• Experience working with company portals and Broker Management System (EPIC) is an asset.
• Proficient with insurance policy systems and MS Office (Excel, Word, Outlook).
• Strong knowledge of underwriting principles, policies, and procedures within the insurance industry.

My Insurance Broker is an equal opportunity employer committed to fostering an inclusive, respectful, and diverse workplace. We welcome and encourage applications from individuals of all backgrounds and are dedicated to employment equity.

We are committed to providing accommodation upon request for applicants and employees with disabilities, in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of our hiring process, please inform us and we will work with you to meet your needs.

Your application will be reviewed by a member of our recruitment team who will carefully assess your qualifications - never AI. We thank all candidates for their interest, however, only those selected for an interview will be contacted.