We are currently recruiting for a Client Experience Leader for a respected brokerage in Alberta.

3 Reasons To Apply

- Step into a key leadership role influencing both Commercial and Personal Lines service teams.

- Competitive Compensation Package With Full Benefits.

- Make a meaningful impact by shaping service standards, coaching teams, and driving operational excellence.

Responsibilities

- Leadership & Team Development: Lead, coach, and mentor Commercial Account Managers, Assistant Account Managers, and Personal Lines teams through regular 1-on-1s, training, and workflow guidance.

- Operational Excellence: Oversee day-to-day servicing operations, conduct file reviews, QA checks, and renewal audits to ensure compliance, consistency, and E&O; prevention.

- Systems & Reporting: Act as the EPIC system champion, ensuring robust utilization, data accuracy, reporting and consistent workflows across teams.

- Performance Management: Monitor KPIs, service standards, renewal timelines,



and retention metrics through EPIC reporting and dashboards.

- Client Support: Collaborate with Account Executives, Producers, and Claims Advocates, and engage directly with clients on complex accounts, escalations, or renewals when required.

- Process Improvement: Identify workflow efficiencies and contribute to continuous improvement initiatives across departments.

Desired Skills

- 7+ years of Commercial and/or Personal Lines brokerage experience

- Alberta General Insurance License – Level 2 required (Level 3 and RIBO considered assets)

- Advanced proficiency with Applied EPIC, including workflows and reporting

- Proven experience leading, coaching, or mentoring licensed service teams

- Strong technical understanding of commercial placements and personal lines markets

- CAIB, CIP, or other professional designations preferred

📌 Client Experience Leader - Calgary
🏢 JobsMedia.io
📍 Calgary