· Provide leadership and oversight for all brokerage operations, ensuring alignment with strategic goals and priorities.

· Implement, champion, and maintain brokerage strategic plan, policies,  procedures, and best practices.

· Lead, coach, and develop staff through ongoing feedback, performance management, and mentorship.

· Monitor, analyze, and report on key performance indicators including growth, retention, loss ratios, and strategic initiatives.

· Support the annual budgeting & business planning process and deliver regular updates 

· Participate in workforce planning, recruitment, and onboarding, collaborating closely with HR on hiring practices and policy adherence.

· Conduct and oversee quality assurance and file audits (new business, endorsements, and renewals) in alignment and collaboration 

· Promote a positive, inclusive workplace culture that supports employee engagement, accountability, and retention.

· Manage client complaint escalations and ensure consistent delivery of high-quality service standards.

· Build and maintain strong relationships with insurer partners, vendors, and key internal and external stakeholders.

· Represent the brokerage at industry events and remain current on market trends, regulatory changes, and industry developments.

· Champion continuous improvement through process optimization, automation, and the effective use of technology.

Qualifications

· Active RIBO license required; Level 3 license or willingness to obtain considered an asset.

· Minimum 3 years’ operational leadership experience in a P&C brokerage.

· Preference given to those with working knowledge of Epic brokerage management system.

· Professional insurance designations (CIP, CAIB, FCIP) considered an asset.

· Strong leadership, communication, and organizational skills.

· Proven ability to manage multiple priorities and adapt to changing demands.

· Willingness to travel occasionally as required.

Reports To Director of Broker Operations

Direct Reports:  CSBs, TSRs, Broker Admin