As a Retail Branch Manager at Schill Insurance, you lead a dynamic front-line team delivering both Personal Lines and Autoplan service. You set the tone for a high-performing, people-first branch, balancing daily operations with a strong focus on retention, team growth, and client experience. While each day brings something new, your purpose stays the same: to keep the branch running smoothly, support your team in doing their best work, and ensure clients walk away confident, informed, and supported.

Responsibilities

Team Leadership & Culture

- Coach and support a blended team across Personal Lines and Autoplan.
- Foster a positive, inclusive, and accountable team environment.
- Set transparent expectations for professionalism, teamwork, and follow-through.
- Lead onboarding and hiring conversations; provide regular coaching and feedback.
- Reinforce open communication and shared success.

Client Experience

- Ensure 5-star client service standards are met across all transactions and channels.
- Monitor team renewal practices and follow-ups to drive retention and reduce rework.
- Support complex or escalated client situations with professionalism and clarity.
- Model service habits that balance care, efficiency, and compliance.
- Encourage a proactive mindset that anticipates client needs and follows through.

Branch Operations & Compliance

- Oversee scheduling, workflow coordination, and daily rhythm.
- Ensure ICBC, insurer, and Schill procedures are consistently followed.




- Monitor basic team metrics such as renewals, follow-ups, and lead activity, to ensure performance and consistency.
- Monitor batching, documentation accuracy, and follow-up activity across the team.
- Partner with IT and Operations as needed to maintain branch systems and tools.
- Address gaps in execution with timely coaching and support.

Cross-Functional Collaboration

- Act as the communication bridge between the branch and other Schill teams.
- Share relevant insights with senior leaders to support broader branch alignment and service quality.
- Partner with People & Culture, Learning & Development, and other roles to identify gaps and team readiness.
- Participate in cross-branch and organizational conversations to align goals.
- Share feedback and suggestions that support continuous improvement.

Success Factors

How You Show Up

- Steady, people-first leader who creates clarity and confidence
- Proactive and calm in the face of change or client pressure
- Committed to growing others and building strong, collaborative teams
- Organized, reliable, and driven to deliver meaningful results

What You Know

- Level 2 general insurance license required: CAIB or CIP an asset
- Experience leading teams in an insurance or client-facing environment
- Working knowledge of Personal Lines and ICBC workflows and standards
- Proficient with Epic, Autolink, Policy Center, and insurer platforms

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📌 Insurance Branch Manager - Cloverdale (Surrey)
🏢 Schill Insurance Brokers
📍 Surrey