Manager, Personal Lines Client Care
We know insurance can be complicated, that’s why at Mitch we’re on a mission to change the way people feel about insurance, by making it lovable.
This isn’t just a tagline or marketing campaign – it’s 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 who’s passionate about coaching, building high-performing teams, and delivering an outstanding client experience? Join us!
What you’ll do
As a Manager, Personal Lines Client Care, you’ll lead a team of up to six insurance brokers to deliver exceptional service. You’ll 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 you’ll 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 bachelor’s degree or equivalent professional experience
Where you’ll 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 we’re 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 we’ll be happy to work with you to meet your needs.
