About the role
Job Summary Personal Lines Manager
Billyard Insurance Group - Mississauga East
Full-time
In-Office | Mississauga, ON, Canada
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 through insurer 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
- 5+ years of Personal Lines brokerage experience
- Valid RIBO license in good standing
- Previous leadership or supervisory experience 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
About Billyard Insurance Group
Billyard Insurance Brokers is a full service Commercial & Personal Lines Insurance Brokerage with several locations across Ontario.
The professionals at Billyard Insurance are here to service the needs of Ontario families and businesses. We offer Home, Automobile, Business & Specialty Insurance across the province.
A proper insurance plan will save you time, hassle and ensure you're compensated when you suffer a loss. Your Insurance is important and we take it seriously.
To review your insurance needs, please contact us to speak with one our professional insurance advisors.
Similar jobs you might like
About the role
Job Summary Personal Lines Manager
Billyard Insurance Group - Mississauga East
Full-time
In-Office | Mississauga, ON, Canada
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 through insurer 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
- 5+ years of Personal Lines brokerage experience
- Valid RIBO license in good standing
- Previous leadership or supervisory experience 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
About Billyard Insurance Group
Billyard Insurance Brokers is a full service Commercial & Personal Lines Insurance Brokerage with several locations across Ontario.
The professionals at Billyard Insurance are here to service the needs of Ontario families and businesses. We offer Home, Automobile, Business & Specialty Insurance across the province.
A proper insurance plan will save you time, hassle and ensure you're compensated when you suffer a loss. Your Insurance is important and we take it seriously.
To review your insurance needs, please contact us to speak with one our professional insurance advisors.