[Hiring] Director, Personal Lines Client Care @Mitch Insurance

Role Description

As our Director, Personal Lines Client Care, you’ll shape the future of how we serve clients by designing and implementing a modern, efficient, and scalable service model. You’ll take full ownership of operations, using data, analytics, and technology to drive improvements and deliver consistent, high-quality client experiences.

• Identify operational 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.

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.

Benefits

• Flexible work environment allowing you to choose where you work best (Durham Region office or remote from anywhere in Canada).
• Compensation: $100,000–$130,000 annually, plus eligibility for a performance bonus.

Company Description

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.