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.