Job Summary

Personal Lines Manager

Full-time

In-Office | Mississauga, ON, Canada

Reports to: President/Operations

About The Role

The Personal Lines Manager is responsible for overseeing the day-to-day operations of the Personal Lines department, ensuring efficient workflow management, strong service standards, and effective support for both service and sales teams. This role provides leadership to Customer Service Representatives (CSRs), manages operational processes such as downloads and ticket assignments, and ensures the timely handling of renewals and new business.

The successful candidate will combine strong operational discipline with leadership capabilities to maintain service excellence and support continued brokerage growth.

Key Responsibilities

Operational Management

Oversee daily Power Broker downloads and ensure accurate, timely processing of transactions. Monitor workflows to ensure endorsements, policy changes, and updates are correctly reflected in the system. Maintain consistent operational processes across the department.

Workflow & Ticket Management

Assign and prioritize service and new‑business tickets to CSRs and brokers. Monitor ticket queues to maintain turnaround times and service SLAs. Reassign or escalate tasks as needed to meet client‑service standards.

New Business Support

Support brokers with uploading and processing new business within carrier portals. Ensure all new policies are set up correctly and fully documented. Troubleshoot submission issues and coordinate missing documentation.

Team Leadership & Training

Lead, mentor, and coach CSRs to promote high performance and continuous skill development. Actively participate in collaboration with the management team to design and deliver onboarding and training programs for new hires. Provide ongoing guidance and feedback to support a highly effective, positive team environment. Foster a culture of accountability, professionalism, and a can‑do attitude across the department.

Renewal Oversight

Track upcoming renewals and ensure proactive broker review. Follow up on outstanding renewal work and remarketing opportunities. Ensure client communication and documentation are completed accurately and on time.

Service Quality & Performance

Maintain strong service standards and ensure consistency across all client touchpoints. Identify opportunities to improve department efficiency and client experience. Support leadership with reporting, operational metrics, and workflow improvement initiatives.

Qualifications

Minimum 5+ years of Personal Lines insurance within a brokerage environment Valid RIBO license in good standing Previous team leadership or supervisory experience is preferred Strong working knowledge of Power Broker and insurer portals Excellent organizational, communication, and time‑management skills A proactive, solutions‑focused approach and a can‑do attitude Ability to succeed in a high‑growth, evolving environment

Key Competencies

Team Leadership Operational Efficiency Workflow Management Client Service Excellence Problem Solving Time Management