Manager, Personal Lines Client Care

Manager, Personal Lines Client Care
We know insurance can be complicated,thatswhy at Mitchwereon a mission to change the way people feel about insurance, by making it lovable.
This isnt just a tagline or marketing campaign its at the heart of everything we do. We start from within, through a culture of kindness, positivity and inclusivity. We collaborate, innovate and inspire each other to solve challenges and create new opportunities. We believe in always doing the right thing for our clients and communities and know that with a great team, everything is possible.
Are you a people-first leader whos passionate about coaching, building high-performing teams, and delivering an outstanding client experience? Join us!
What youll do
As a Manager, Personal Lines Client Care, youll lead a team of up to six insurance brokers to deliver exceptional service. Youll balance active leadership and coaching with hands-on client engagement, ensuring teammates have the guidance and resources to thrive and that every client feels confident choosing Mitch.
How youll make an impact

• Lead, mentor, and inspire teammates to meet retention, production, and service goals

• Use data and feedback to drive accountability and growth

• Provide structured coaching and real-time feedback that supports both skill development and engagement

• Oversee daily operations including scheduling, workload balancing, and service coverage across all communication channels

• Dedicate approximately 25% of your time to direct client engagement and backup support to ensure service continuity and a consistently high-quality experience

• Partner with other leaders and departments to enhance workflows, optimize processes, and improve efficiency

• Foster a culture of collaboration, recognition, and continuous improvement within your team and across the organization
  

Your qualifications

• At least five years of leadership experience in the insurance industry, with a proven ability to coach and develop high-performing teams

• Strong understanding of Personal Lines insurance products, service workflows, and performance metrics

• Excellent communication, organization, and analytical skills with the ability to prioritize effectively in a fast-paced environment

• Confidence in managing escalations, problem-solving, and leading teams through change

• Proficiency in insurance systems, reporting tools, and operational workflows

• A bachelors degree or equivalent professional experience

Where youll work is up to you
We believe in offering a flexible work environment that allows you to decide where you work best. Whether you prefer to be in our Durham Region office or work remotely from anywhere in Canada, the choice is entirely yours.
Come join us
We have some very big plans and are on an exciting path to the future. If you want to help bring game-changing ideas to life and make a difference, then join us on our mission to make insurance lovable.
Mitch is an equal opportunity employer, and were committed to building an inclusive, diverse, and inspiring environment for all employees. If you require any specific accommodations during the recruitment process, please let us know and well be happy to work with you to meet your needs.