Managing Director, Client Experience | Ontario

 

 

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 varianc