Our customer is looking for a high‑impact Senior Service Manager to lead servicing, retaining and delivering exceptional customer service within their Customer Care team, owning customer outcomes after a customer chooses an Insurance Product offering. This is a new exciting role,with primary team in the Ontario Region. Our customer makes customer focus and care an Art ! Apply now to learn more.

This role is all about:

Delivering exceptional service for existing customers, bringing the value of our customers Products and experience to life in every interaction
Driving consistency, ownership, and quality at scale
Keeping our customers with us
Make friction disappear, allowing servicing your insurance product to be as seamless as possible
Promoting self-serve and paperless adoption across existing customers

You will be accountable for retention performance, customer experience outcomes, service efficiency, and complaint excellence across national inbound service teams.

As part of the role you will also lead new hires into the broader Group, developing them for future sales or service focused roles
If you’re energized by customers staying, complaints shrinking, and leaders owning outcomes instead of excuses this one’s for you.

What you’ll do:

Lead Service Performance & Retention Outcomes

Own retention performance, including renewal saves, cancellation prevention, and win‑back service strategies.
Drive service excellence across calls, chats and emails.
Ensure customers experience fast, first‑time‑right resolution, with clear accountability for outcomes.
Work with broader colleagues in personal insurance to improve retention strategies

Customer Experience & Complaint Excellence

Oversee the end‑to‑end complaint operating model, ensuring:
- Acknowledgement within 24 hours
- Root cause clarity
- Timely, fair resolution
- Preventative actions implemented and sustained
Use complaint insights, QA findings, VoC, NPS, and post‑call surveys to remove failure demand, not just report it.
Ensure the group meets and exceeds customer experience control standards and internal risk expectations.

Service Leadership & Capability Development

Lead a team of frontline service leaders, ensuring consistent coaching, enablement, and capability uplift across all service functions.
Create an environment where people can do the best work of their lives, supported by clear expectations, structured development, and strong performance culture.
Develop service capability across:
- Retention conversations
- Sales focused in service interactions
- Complaint ownership
- Quality decision‑making
Build depth and succession across service leadership roles.

Operational Effectiveness (Service‑Led)

Identify friction and waste across the service journey (repeat contact, rework, hand‑offs, avoidable escalations).
Improve First Point Resolution, reduce Average Handle Time responsibly, and protect customer outcomes.
Partner closely with Workforce, Knowledge, Licensing, and Complaints to ensure service runs cleanly

Retention Strategy & Continuous Improvement

Lead service‑driven retention initiatives, embedding save behaviours into day‑to‑day service—not special projects.
Use data to understand where and why customers leave, then fix it.
Balance customer empathy with commercial discipline.

Data‑Led Service Management

Use dashboards and performance insights to:
- Coach Field Level Managers
- Prioritize improvement actions
- Track retention, service levels, QA, and complaint outcomes

Risk, Compliance & Quality

Ensure all service activity meets licensing, privacy, conduct, and suitability expectations.
Maintain high QA standards and audit readiness.
Champion customer‑first, regulator‑safe service behaviours—especially in complex or emotional interactions.

People Leadership & Culture

Recruit, retain, and develop exceptional service talent.
Set clear expectations, give direct feedback, and build trust through consistency.
Foster a culture where doing the right thing for customers is non‑negotiable.

Experience:

Service & Retention Leadership

Proven experience leading leaders In service or retention teams in insurance, financial services, or regulated environments.
Strong understanding of what actually drives customer loyalty—not just survey scores.

Customer Experience Expertise

Hands‑on experience with complaints, QA, and service performance management.
Ability to diagnose root causes and lead sustainable fixes.

Operational & Commercial Balance

Comfortable balancing customer care with risk, cost, and retention outcomes.
Experience improving service efficiency without breaking trust.

Leadership & Influence

Clear, confident communicator with the courage to challenge and the humility to listen.
Strong cross‑functional influencer—especially with Underwriting, Risk, Workforce, Sales, and Ops.

Other Requirements

Leadership experience in insurance service or contact‑centre environments
Strong knowledge of personal lines products
Confident performance manager and coach
Calm under pressure; decisive when it matters

Demand For HR uses AI only in our sourcing of candidates.
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