This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Broker Support Manager in Canada.
This role is a key leadership position within a broker support operations environment, responsible for ensuring smooth back-office processes, strong communication flow, and high-quality service delivery to agents and internal stakeholders. You will lead and coach a support team handling critical administrative and operational workflows, including onboarding, account management, compensation structures, and compliance-related processes. The position requires close collaboration across departments to ensure a seamless agent experience and operational efficiency. You will also play a central role in monitoring performance, improving systems, and strengthening team capabilities. This is an opportunity to combine people leadership with operational ownership in a fast-paced, service-driven organization. The role is ideal for someone who thrives in structured environments where accuracy, communication, and accountability are essential.
Accountabilities:
- 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.
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.
- Must be authorized to work in Canada.
Benefits:
- Competitive annual compensation in the range of CAD 65,000–70,000 (based on experience and location).
- Comprehensive medical, dental, and vision insurance coverage.
- Paid vacation and sick leave for work-life balance.
- Flexible work arrangements, including remote work options.
- Career development and growth opportunities within the organization.
- Tuition reimbursement and learning support programs.
- Straight day shifts with no weekend requirements.
- Inclusive and diverse team environment with company events and celebrations.
- Company-provided equipment to support remote productivity.