Full-Time | In-Office | Mississauga, ON

Reports to: President & Operations

About The Role

Billyard Insurance Group – Mississauga East is seeking an experienced and results-driven Underwriting Manager to lead the operational and underwriting support functions of our Personal Lines department.

The Underwriting 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 ideal candidate combines extensive Personal Lines underwriting knowledge with proven leadership skills, a strong operational mindset, and a passion for continuous improvement.

Key Responsibilities

Operational Management

Oversee the day-to-day underwriting operations of the Personal Lines department. Ensure all policy transactions, endorsements, cancellations, reinstatements, and renewals are processed accurately and efficiently. Monitor Power Broker downloads and maintain data integrity across all policy records. Ensure underwriting guidelines, carrier requirements, and brokerage procedures are consistently followed. Review complex files and provide guidance on underwriting eligibility, coverage placement, and risk acceptability.

Workflow & Operational Management

Oversee departmental workflows to ensure timely completion of all service requests. Assign and prioritize service and new business tickets to CSRs and brokers based on workload and urgency. Monitor turnaround times and service level expectations while proactively addressing workflow bottlenecks. Reassign or escalate tasks as needed to meet client‑service standards.

Broker & Carrier Support

Provide underwriting support and technical guidance to brokers on new business, renewals, and mid-term policy changes. Assist with carrier portal submissions and resolve underwriting or submission issues. Liaise with insurance carriers to clarify underwriting requirements, negotiate exceptions where appropriate, and resolve processing concerns. Ensure all supporting documentation is complete and meets carrier underwriting standards.

Team Leadership & Development

Lead, mentor, and develop Customer Service Representatives while promoting accountability, collaboration, and continuous learning. Partner with leadership to develop onboarding and training programs focused on underwriting knowledge, carrier procedures, and operational best practices. Conduct regular coaching sessions and provide constructive performance feedback. Foster a positive, solutions-focused team culture that supports professional growth and operational excellence.

Renewal & Portfolio Oversight

Oversee upcoming renewals to ensure timely review and proactive broker engagement. Identify remarketing opportunities and ensure underwriting alternatives are explored when appropriate. Monitor renewal quality, documentation, and client communications to maintain high retention and service standards. Support brokers in resolving complex renewal underwriting concerns.

Quality Assurance & Performance

Monitor the quality and accuracy of underwriting files and policy documentation. Identify trends, recurring errors, and opportunities for process improvements. Develop and maintain operational reports and departmental performance metrics. Partner with leadership on initiatives that improve efficiency, underwriting quality, and the overall client experience.

Qualifications

Minimum 5 years of Underwriting and Personal Lines insurance experience within a brokerage environment. Valid RIBO licence in good standing. Previous leadership, supervisory, or underwriting management experience is considered a strong asset. Strong understanding of Personal Lines underwriting principles, insurer appetite, and carrier guidelines. Advanced working knowledge of Power Broker and insurer portals. Excellent organizational, communication, and problem-solving skills. Proven ability to manage competing priorities in a fast-paced, high-growth environment. Strong analytical mindset with exceptional attention to detail.

Core Competencies

Underwriting Leadership Risk Assessment & Coverage Knowledge Operational Excellence Workflow & Process Management Carrier Relationship Management Team Leadership & Coaching Client Service Excellence Problem Solving & Decision Making Time Management & Prioritization Continuous Improvement