Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and our purpose of “we’re here to help people” is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

About the role

We are looking for a Leader, Customer Experience (Personal Insurance) to join BrokerLink!

The Customer Experience Leader’s goal is to elevate the customer experience by spending meaningful time with their team, leading a motivated and effective group by developing and nurturing talent, promoting continuous learning, and fostering a culture of engagement. You will empower your team of Personal Insurance Advisors to achieve outstanding performance. You will also enhance the branch’s presence through targeted community marketing, cultivate strong insurer partnerships, and maintain high-quality service standards.

You will help drive growth and deliver an exceptional customer experience, working closely with your management team and team members.

This role is based at our Brooks, AB branch and is a permanent, full-time position.

What you'll do here:

• Responsible for managing, coaching, and developing your team. This includes conducting regular one on one meetings with direct reports and proactively managing succession plans for the team.
• Work with your management team and peers to develop business strategies which delivery outperformance.
• Implement and execute on these plans by leveraging your team's talent and skill sets and through regional collaboration.
• Contribute to driving growth and brand awareness in your Territory, by planning and driving marketing initiatives.
• Accountable for overall recruiting and staffing of your team.
• Building and executing Engagement Action Plans. Motivate staff to participate in company objectives and continuously keep them informed of changes or new directions.
• Responsible for ensuring that quality of service meets expected standards.
• Examine customer experience and implement tools and programs to enhance their experience.
• Analyze and resolve service and sales problems and follow up with clients on escalated issues as required.
• Develop and maintain strong working relationships with our key insurer partners.
• Assist in preparing and monitoring all branch level operating and expense budgets.

What you bring to the table:

• AIC - General Level 2 or equivalent is required
• Leadership and management experience in insurance brokerage operations
• Strong track record of leading highly engaged teams across multiple locations
• Experience leading in a hybrid environment
• Understand the needs of the customer (internal and external)
• Strong communication and negotiation skills
• Strong team player and collaborator
• College or university degree in related area or commensurate work experience
• Management of projects or initiatives outside of a daily area of responsibilities with multiple stakeholders
• Analytical and problem-solving abilities; develops optimal solutions that maximize organizational performance
• Required to travel within the region as needed

#LI-Onsite

We thank all applicants for their interest, but only those selected for an interview will be contacted.

This role is a new member of our growing team.

We are an equal opportunity employer

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about BrokerLink! Visit our new dedicated Webpage .

Please note that BrokerLink does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!