Director, Personal Lines Client Care

Director, 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 strategic, people-focused leader  who’s passionate about creating exceptional client experiences and inspiring teams to do their best work? Join us

What you’ll do

As our Director, Personal Lines Client Care, you’ll oversee the continued evolution of our service model. Using data, analytics, and technology, you’ll drive improvements and create efficiencies across the department while developing your team and empowering them to consistently deliver high-quality client experiences.

How you’ll make an impact

• Lead and guide your team to strengthen their skills and expertise and identify opportunities for learning and growth.

• Identify procedural inefficiencies and implement solutions that improve service quality and client satisfaction

• Monitor and analyze service performance metrics and use insights to optimize processes and drive results

• Champion client retention by turning data into actionable strategies that enhance the customer experience

• Ensure compliance while maintaining operational rigor and accountability

• Collaborate with leadership to align service initiatives with business strategy

Your qualifications

• At least 10 years of leadership experience in insurance service operations, ideally in personal lines

• Deep understanding of P&C insurance markets, carrier relationships, and compliance standards

• Demonstrated ability to independently analyze complex challenges and implement scalable solutions

• Strong analytical and logical problem-solving skills, with experience using data and technology to  optimize  operations

• Track record  of driving operational excellence and measurable business outcomes

• Exceptional people leadership skills with a talent for building  high-performing , engaged teams

• A bachelor’s degree –  additional  insurance education is a definite asset

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.

Compensation

$100,000–$130,000 annually, plus eligibility for a performance bonus.

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.