Posted 2 months ago
Director, Personal Lines Client Care
@ Mitch Insurance
Whitby, Ontario
Overview
Mitch Insurance is hiring a Director, Personal Lines Client Care to lead the service model for personal lines, using data and technology to improve client experience and team performance. The role is full-time, offers $100,000–$130,000 annually plus eligibility for a performance bonus, and allows remote work anywhere in Canada or work from the Durham Region office.
Responsibilities:
- Lead and develop the client care team
- Identify procedural inefficiencies and implement solutions
- Monitor and analyze service performance metrics
- Drive client retention through data-driven strategies
- Ensure compliance and operational accountability
Requirements summary:
- At least 10 years of insurance service leadership, ideally personal lines
- Deep understanding of P&C insurance markets and compliance
- Strong analytical and problem-solving skills with data and technology
- Track record of operational excellence
- Exceptional people leadership skills
- Bachelor's degree; additional insurance education an asset
Tools & skills
Source and dates
Employer career site / ATS feed · bamboohr
- Employer posting date
- 2026-09-08
- First seen by our source
- 2026-10-08
- Source record updated
- 2026-10-09
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Director |
| Department | Customer service |
| Experience | 10+ years |
| Management experience | 10+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office, Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | Bachelor’s degree (required) |
| Perks mentioned | Performance bonus |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Mitch Insurance
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Introducing lovable insurance
Full company description
Mitch is a leading insurance brokerage on a mission to make insurance lovable through exceptional experiences. Family-owned since 1948, the business is a marketplace for more than 70 of Canada’s top insurance companies. An unwavering supporter for consumer and public good, Mitch believes that everyone deserves fair and transparent insurance.
- LinkedIn followers
- 3,118
- People associated on LinkedIn
- 80
- Reported office locations
- 1555 Wentworth St, Unit 200, Whitby, Ontario L1N 9T6, CA
- 110 Yonge St, Suite 403, Toronto, Ontario M5C 1T4, CA
- Business categories
- Insurance
- Financial Services
- Other recorded names
- Mitch Insurance
- Mitch Insurance Brokers
- Specialties
- Car Insurance
- Home Insurance
- Commercial Insurance
- Life Insurance
- Business Insurance
- Auto INsurance
- House Insurance
- Whitby
- Ajax
- Pickering
- Toronto
- Oshawa
- Motorcycle Insurance
- Small Business Insurance
- Ontario Insurance
- and Lovable Insurance
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Mitch is a leading insurance brokerage on a mission to make insurance lovable through exceptional experiences. Family-owned since 1948, the business is a marketplace for more than 70 of Canada’s top insurance companies. An unwavering supporter for consumer and public good, Mitch believes that everyone deserves fair and transparent insurance.
| Field | Value |
|---|---|
| Industry | Insurance |
| Company size | 51-200 employees |
| Headquarters | Whitby, Ontario |
| Organization type | Public Company |
| Year founded | 1948 |
| Specialties | Car InsuranceHome InsuranceCommercial InsuranceLife InsuranceBusiness InsuranceAuto INsuranceHouse InsuranceWhitbyAjaxPickering |
| Open jobs on Jobsy | 7 |
| View page |
Director, Personal Lines Client Care
We know insurance can be complicated, that’s why at Mitch we’re on a mission to change the way people feel about insurance, by making it lovable.
This isn’t just a tagline or marketing campaign – it’s at the heart of everything we do. We start from within, through a culture of kindness, positivity and inclusivity. We collaborate, innovate and inspire each other to solve challenges and create new opportunities. We believe in always doing the right thing for our clients and communities and know that with a great team, everything is possible.
Are you a strategic, people-focused leader who’s passionate about creating exceptional client experiences and inspiring teams to do their best work? Join us
What you’ll do
As our Director, Personal Lines Client Care, you’ll oversee the continued evolution of our service model. Using data, analytics, and technology, you’ll drive improvements and create efficiencies across the department while developing your team and empowering them to consistently deliver high-quality client experiences.
How you’ll make an impact
- Lead and guide your team to strengthen their skills and expertise and identify opportunities for learning and growth.
- Identify procedural inefficiencies and implement solutions that improve service quality and client satisfaction
- Monitor and analyze service performance metrics and use insights to optimize processes and drive results
- Champion client retention by turning data into actionable strategies that enhance the customer experience
- Ensure compliance while maintaining operational rigor and accountability
- Collaborate with leadership to align service initiatives with business strategy
Your qualifications
- At least 10 years of leadership experience in insurance service operations, ideally in personal lines
- Deep understanding of P&C insurance markets, carrier relationships, and compliance standards
- Demonstrated ability to independently analyze complex challenges and implement scalable solutions
- Strong analytical and logical problem-solving skills, with experience using data and technology to optimize operations
- Track record of driving operational excellence and measurable business outcomes
- Exceptional people leadership skills with a talent for building high-performing, engaged teams
- A bachelor’s degree – additional insurance education is a definite asset
Where you’ll work is up to you
We believe in offering a flexible work environment that allows you to decide where you work best. Whether you prefer to be in our Durham Region office or work remotely from anywhere in Canada, the choice is entirely yours.
Compensation
$100,000–$130,000 annually, plus eligibility for a performance bonus.
Come join us
We have some very big plans and are on an exciting path to the future. If you want to help bring game-changing ideas to life and make a difference, then join us on our mission to make insurance lovable.
Mitch is an equal opportunity employer, and we’re committed to building an inclusive, diverse and inspiring environment for all employees. If you require any specific accommodations during the recruitment process, please let us know and we’ll be happy to work with you to meet your needs.
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