Operations Manager – Insurance Brokerage
Location: Burlington, Ontario
Type: Full-time, In Office

Come work for a brokerage that feels like family.

Our client is a well-established, family-owned insurance brokerage that has proudly served the Burlington community for nearly a century. Built on trust, relationships, and service excellence, they treat every employee like part of the family. They work hard, celebrate success together, and foster a supportive, collaborative environment where people truly enjoy coming to work.

They are currently seeking a dynamic and experienced Operations Manager to oversee and optimize the day-to-day operations of the brokerage. This is a key leadership role, responsible for ensuring operational efficiency, financial health, and alignment with strategic business goals.

What You’ll Do

As the Operations Manager, you’ll play an integral role in leading people, improving processes, and driving performance. Your key responsibilities will include:

• Overseeing all aspects of brokerage operations to ensure smooth execution and alignment with strategic objectives.

• Developing and implementing operational strategies, policies, and procedures to enhance efficiency and service delivery.

• Leading and managing a team of 11 direct reports, including team leads, producers, and administrative staff.

• Providing leadership, coaching, performance management, and professional development for staff and leaders.

• Monitoring key performance metrics including growth, retention, loss ratios, and operational initiatives.

• Contributing to annual budget planning and preparing regular operational and financial reports for stakeholders.

• Managing staffing needs, including recruitment, onboarding, and collaborating with HR on policy development.

• Conducting and overseeing file audits (new business, endorsements, renewals) with team leads to ensure compliance and quality.

• Fostering employee engagement and maintaining a positive, inclusive workplace culture.

• Managing escalated client concerns and ensuring service excellence across all touchpoints.

• Building and maintaining strong relationships with carrier partners and key industry stakeholders.

• Driving automation, technology adoption, and continuous improvement initiatives to streamline workflows and enhance productivity.

• Representing the brokerage at industry events and staying informed on emerging market and industry trends.

What You Bring

• RIBO License – Level 3 preferred or willingness to obtain within 6 months of hire.

• 7+ years of leadership experience within a P&C brokerage or similar insurance operations environment.

• Professional designations such as CIP, CAIB, or FCIP are strong assets.

• Proven ability to lead, mentor, and motivate teams to achieve performance goals.

• Excellent communication, problem-solving, and organizational skills.

• Experience with TAM and Epic broker management systems is an asset.

• Strong ability to prioritize, multi-task, and adapt to changing business demands.

• Willingness to work occasional after-hours and travel as required.

What’s In It for You

• Competitive compensation and comprehensive benefits package.

• Paid sick days and personal time off.

• Strong market partnerships and an excellent industry reputation.

• Support for continuing education and professional development.

• A workplace that values its people, celebrates success, and has an outstanding legacy of employee commitment.

Join a brokerage that values tradition, teamwork, and growth.
If you’re an experienced insurance leader looking for a rewarding role where you can make a lasting impact, we want to hear from you.

Apply today and become part of a brokerage that has been putting people first for nearly 100 years.