Broker Support Manager
CanadaFull-TimeManager
Salary65,000 - 70,000 CAD per year
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Job Details
- Languages
- Bilingualism in Spanish is a strong advantage
- Experience
- 2–3 years of experience in a leadership or management role
- Required Skills
- LeadershipSalesforceOperations ManagementAnalytical SkillsProblem SolvingOrganizational skillsTime ManagementProcess improvementCRMCustomer support
Requirements
- 2–3 years of experience in a leadership or management role, ideally in operations or support environments.
- Experience in insurance or IMO environments considered a strong asset.
- Proven ability to lead, coach, and develop teams in a structured, performance-driven setting.
- Strong communication skills (written and verbal) with the ability to engage effectively with internal teams and external stakeholders.
- Excellent organizational and time management skills with the ability to manage multiple priorities.
- Strong analytical and problem-solving skills with a focus on process improvement and operational efficiency.
- Comfortable working in a cross-functional, fast-paced environment with evolving responsibilities.
- Familiarity with CRM and operational systems such as Salesforce or similar platforms is an asset.
- Bilingualism in Spanish is a strong advantage; willingness to learn is also valued.
Responsibilities
- Lead and support the Broker Support team in managing back-office operations, including agent onboarding, profile maintenance, account holds, and terminations.
- Oversee communication workflows across Salesforce, email, phone, and ticketing systems, ensuring timely and professional responses within defined SLAs.
- Support the administration of agent compensation structures and ensure adherence to agreement terms and internal policies.
- Guide the team in managing chargebacks and debt collection communications with clarity, accuracy, and transparency.
- Coach, develop, and mentor team members to improve performance, accountability, and operational knowledge.
- Monitor team capacity and workload distribution to ensure effective service delivery across departments.
- Collaborate cross-functionally to improve processes, enhance system usage, and ensure a consistent agent experience.
- Support continuous improvement initiatives by identifying inefficiencies and recommending process or system enhancements.
- Maintain and update training materials to reflect evolving processes and organizational changes.
- Assist with onboarding-related tasks such as agent website setup as team capabilities expand.
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