Director, Client Experience

Duties and Responsibilities

• Leads, provides direction to, delegates, supports and evaluates the work of the Manager, Client Experience and the Associate, Client Experience;
• Oversees the client service experience, ensuring high-quality service is provided;
• Is accountable for service, retention, and client renewal and placement results, and provides accountability of the team through delegation, support, and intervention as required;
• Supports the development of sales strategies, identifies process improvements and ensures prompt resolution of client issues;
• Manages and maintains client relationships through regular cadence meetings, engagement, check-ins, and information delivery;
• Conducts due diligence, analysis, and provides recommendations while proactively anticipating needs;
• Provides training and guidance to support the advancement of the Manager, Client Experience;
• Leads, provides direction to, delegates, supports and evaluates the work of the Manager, and Associate of Client Experience;
• In concert with a Strategic Advisor, plans and executes strategic broking approaches;
• Oversees and supports marketing and negotiations, ensuring effective communication and collaboration;
• Oversees key accounts, manages products, and independently delegates renewals;
• Leverages industry relationships to benefit clients;
• Stays informed about regulatory affairs, the competitive market, and legal frameworks to ensure the company operates in compliance with regulations and laws;
• Meets or exceeds regulatory requirements for continuing education, and ensures all licenses are in good standing, and successfully renewed in order to transact business;
• Effectively mitigates or controls potential risks effectively, protecting the company from harm; and
• Performs other duties as assigned.

Minimum Requirements

• Bachelor’s degree in business administration or a related field;
• Senior broking experience and sales experience required;
• Advanced understanding of legal and regulatory considerations and industry drivers;
• Completed or actively working towards a Broker (RIBO) Level 2 Licence or equivalent depending on provincial requirements;
• Committed to continuously developing your knowledge of emerging trends, critical coverages, and legislative changes through ongoing education and professional development opportunities;
• Ability to satisfy Continuing Education (CE) requirements;
• Interest in pursuing FCIP is an asset;
• High degree of business acumen, excellent critical thinking, problem solving and decision-making skills to analyze customer needs and identify ways to meet them;
• Exceptional relationship management and negotiation skills to finalize deals and contracts with clients;
• Knowledge of current market trends and customer preferences to inform product development and sales strategies; and
• Continuously expand your network by attending events focused on your emerging areas of interest and client activities.

Key Relationships

• Internal: Executives, Colleagues, Support Staff
• External: Clients, Insurance Companies, Underwriters, Claims, Engineers & Consultants

Working Conditions

• Work on-site in our downtown Toronto office five days a week
• Work normal business hours but may be required to do some work in the evenings or outside normal working hours;
• Able to work on a computer for long periods of time;
• Required to work in a busy, open area office
• Required to spend long hours concentrating which will require attention to detail and high levels of accuracy;
• Required to travel to client sites, and for client meetings; and
• Required to meet a number of deadlines.