Company Description

Our client, headquartered in Niagara Falls, Ontario, specializes in providing business insurance, commercial insurance, and surety bonds. With over 400 years of combined experience within the team, our client is dedicated to delivering tailored insurance programs while collaborating with the largest insurance companies in Canada. The organization takes pride in offering value, expert service, and effective risk management solutions to industries across the spectrum. Our client prioritizes quality across clients, insurance partners, and staff, ensuring optimal results for every client.

Role Description

The Director of Insurance Operations is a senior leadership role, responsible for the day-to-day management, strategic direction and overall efficiency of an insurance brokerage’s operational functions. Based in our Niagara Falls office; you will be a key architect of our operational strategy, leading and collaborating with cross-functional teams to drive operational efficiencies and support organizational objectives. You will ensure that our commercial lines placement is seamless while maintaining a high standard of service to our personal lines clients. You will also be the primary lead for Human Resources policies and IT Infrastructure, ensuring our team and technology are aligned for 2026 and beyond.

Responsibilities

Strategic Oversight: Develop and implement operational policies to maximize client experience,

supporting initiatives for market share expansion.

Team Leadership: Supervise department heads, provide coaching, and foster a culture of accountability and continuous improvement.

Integrated Lines Oversight: Manage operational workflows for both commercial and personal lines, ensuring high service standards for diverse client needs.

HR & People Operations: Oversee HR policies, recruitment, and performance management. Design targeted training programs to bridge skill gaps across teams.

Process Optimization: Identify system inefficiencies and operational gaps in underwriting workflows, policy administration, and claims processing. Ensure adherence to company standards, industry

regulations and compliance requirements.

Financial Management: Oversee budgeting, forecasting, and cost control efforts while monitoring key

monitoring key performance indicators (KPIs) to drive profitability.

IT, Digital Infrastructure & Vendor Management: Manage the implementation and maintenance of organizational systems including BMS, CRMs, and cybersecurity protocols.

Qualifications

Insurance Expertise: 7–10+ years in the industry, with at least 5 years in a leadership role managing commercial or general insurance portfolios with either a brokerage or an insurer.

Crossline Knowledge: Expert level knowledge of commercial markets and a functional understanding of personal lines (Auto/Property) underwriting risks.

HR & IT Literacy: Proven experience managing people operations (contracts, recruitment, performance reviews) and familiarity with a Broker Management System (BMS)

Licensing: RIBO licensed or ability and willingness to obtain including Level 3 (Management).

Education: Preferred: A bachelor’s degree in business administration, Finance or Risk

Professional Designations: Senior-level certifications such as CAIB Level III, CIP, FCIP.

Excellent communication skills with a passion to drive team and personal success!