Managing Director, Client Experience

We put our people first. As an employer of choice, Acera Benefits offers an outstanding workplace and employee culture that creates valuable opportunities for all employees.

Our people are:

• Encouraged to challenge the status quo and never stop learning in their commitment to excellence.
• Empowered with a sense of accountability and autonomy to take ownership of their work.
• Treated with respect and act with integrity by putting clients, colleagues, and community first.
• Recognized for their achievements and celebrate festivities, big and small, to make work fun.

As a specialty division of Acera Insurance, we also proudly offer most employees the opportunity to become owners. With over 650 employee owners, Acera Insurance is the only Canadian brokerage that is widely owned by its employees. Our employee owners have a vested interest and get to share in Acera Insurance’s success — which they make possible.

Join our award-winning network of over 1,200 professionals across Canada and change the way people feel about insurance.

MANAGING DIRECTOR, CLIENT EXPERIENCE | ONTARIO

The Managing Director, Client Experience, leads our provincial operations to achieve organizational goals by encouraging continuous improvement. This senior, operational role is responsible for overseeing the day-to-day operations of brokerages and ensuring efficient workflows and compliance with regulations by monitoring key metrics, identifying areas for improvement, and implementing process changes to optimize productivity and customer service within the insurance brokerage operations framework.

Job Details

Status: Full-Time, Permanent

Location: Toronto preferred or one of our Ontario Acera offices

Primary duties include, but are not limited to, the following:

• Ensure high performance across Acera’s Ontario operations to enhance operational effectiveness, efficiency, and consistency.
• Lead operational excellence projects, managing timelines, resources, risks, and stakeholder communication.
• Provide guidance to branch leaders and department team leads to resolve challenges and maximize operational efficiency.
• Collaborate with People & Culture to align human capital planning, recruitment, training, and development programs.
• Implement change management strategies to support smooth transitions during process improvements.
• Analyze business processes to identify opportunities for improvement and operational efficiency.
• Prepare reports on key performance metrics such as sales, retention, and production for senior leaders.
• Develop and execute long-term plans for initiatives, including integration of new brokerages, revenue growth strategies.
• Oversee budgets and expenses for all offices within the province, investigating variances as needed.
• Build and maintain strong relationships with key insurer partners.
• Assist with preparing and monitoring branch-level operating and expense budgets.
• Travel within the region as needed.
• Perform other duties as assigned.

Competencies:

• High degree of professionalism and integrity
• Committed to excellence in customer service and building strong relationships with branch partners and staff
• Results driven, business growth focused strategic planner with strong planning and financial analysis skills
• Demonstrated accountability and reliability in delivering quality and timely results
• Flexible and adaptable with proven problem-solving skills
• Strong communication skills – both verbal and written
• Works well within a team environment or independently and able to adjust to tight and changing deadlines
• Critical thinker with strong attention to detail
• Ability to make quick, confident decisions
• Comfortable managing multiple priorities successfully
• Proven strong interpersonal and collaborative skills

Qualifications:

• A minimum of 5 years of relevant experience in a senior leadership role in brokerage operations
• Demonstrated experience managing a team and effectively handling employee issues and performance is considered an asset
• Completion of post-secondary education in business management or business administration is an asset
• RIBO Insurance License required
• CAIB or CIP designation, or working towards is considered an asset

Acera Insurance is the largest independent, employee-controlled brokerage in Canada. With over 60 locations across British Columbia, Alberta, Ontario, Nova Scotia, and the Yukon, and $1 billion in gross written premium, our team provides individuals, families and businesses unbiased insurance and risk management solutions that have a distinct Canadian perspective. Our collaborative work structure combines our people’s strength and expertise to offer greater value, knowledge, and resources to our personal and commercial clients nationwide, including comprehensive group benefits.

Acera Benefits is an equal opportunity employer and is committed to all forms of diversity in the workplace. All qualified individuals are encouraged to apply.