Customer Service Manager

at  PolicyAdvisor Brokerage Inc

COMPANY DESCRIPTION

PolicyAdvisor.com is an exciting, early-stage, insurtech startup that is transforming the way Canadians buy insurance. We’ve built a brand-new digital insurance platform that offers a simple, intuitive alternative to the archaic, offline distribution model used by most of Canada’s insurance industry.

WHO WE’RE LOOKING FOR:

We are looking for a talented Customer Service and Operations manager interested in a high growth role at an early stage, well-funded startup. Our team is small, but growing, so your role matters to us and offers significant growth. You’ll participate in the development and ongoing enhancements of PolicyAdvisor’s customer operations but connect to all business areas (meaning you’ll have a chance to influence sales, customer service, product strategy, and more).
In this position, you will help the PolicyAdvisor team develop exceptional operational and service standards to support rapidly growing business needs and meet strategic objectives. You will support the team in identifying, quantifying, prioritizing, and delivering the operational changes required to continue to build a sustainable high-growth business. You’ll work directly with various internal business leaders and external stakeholders.
Traits:
· Excellent quantitative analysis and critical thinking abilities.
· Strong analytical & mathematical skills to assimilate complex information with a proven ability to translate vision and strategic priorities into operational and financial realities
· Enthusiastic. Willing to roll up sleeves and get into details. Eager for that extra mile to better the operations processes.

· Collaborate in the design, development, implementation and management of core business/group processes and operations.
· Assist the brokerage and operations teams in managing escalated client relationships & delivering excellent customer service for clients.
· Work with the brokerage team to provide an exceptional insurance shopping experience for customers, including assistance in quote generation & post-sales follow-ups.
· Complete process checks to ensure documentation is up-to-date and valid to ensure accuracy.
· Conduct regular audits of CRM tools and practices based on established guidelines.
· Analyze data and information to provide business insights and recommendations.
· Act as the Subject Matter Expert for insurance procedures and operations.