Manager, Client Experience

Cavell Risk, Inc.

Toronto on site Until 8/21/2026 First posted March 21, 2025 Last posted March 21, 2025

Job description

The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing efforts of the firm. Possession of RIBO licence is a requirement.

Duties and Responsibilities

Serve as the primary point of contact for clients and markets offering assistance, as needed;
Manages and cultivates strong relationships between markets and clients, ensures submissions are complete, accurate, and presented professionally;
Highly responsive to client needs, including answering calls and returning messages before the end of each business day, and responding to emails within the next business day;
Ensures all data requests from clients and markets are met on time;
Prepares quotes and proposals, works with policies with higher limits, number of exposures and customization with minimal supervision;
Executes the market strategy, negotiates insurance terms, solicits options, and suggests alternative structures;
Supports and assists in the advancement of the Associate, Client Experience;
Organizes and maintains a calendar of renewals, expiries,
Oversees billings and payment collections to ensure they are received by the deadlines;
Completes additional sales, negotiation, or prospecting skills training to improve on the job performance;
Follows regulatory affairs, competitive market, and legal frameworks to ensure the company operates in compliance with regulations and laws;
Meets or exceeds regulatory requirements for continuing education, and ensures all licenses are in good standing, and successfully renewed in order to transact business;
Mitigates or controls potential risks effectively, protecting the company from harm; and
Other duties as assigned.

Minimum Requirements

Bachelor’s Degree in Business Management, Accounting or a related field;
Possession of RIBO licence;
Minimum Three (3) years’ of broking experience;
Completed or actively pursuing the CIP designation;
Sales-oriented mindset;
Ability to work collaboratively in a team environment;
Strong interpersonal skills to influence others without authority;
Demonstrated ethical decision-making abilities;
Effective at building and maintaining relationships; and
Proficient conflict resolution and management abilities.

Key Relationships

Internal: Executive, Collleagues, Support Staff
External: Clients, Insurance Companies, Underwriters, Claims, Engineers & Consultants

Working Conditions

Work on-site in our downtown Toronto office five days a week
Connect and network with key contacts at industry functions;
Work normal business hours but may be required to do some work in the evenings or outside normal working hours;
Able to work on a computer for long periods of time;
Required to work in a busy, open area office;
Required to spend long hours concentrating which will require attention to detail and high levels of accuracy; and
Required to meet a number of deadlines.

About this role

Summary

Oversee insurance client services, manage relationships, ensure compliance, support sales, and improve client experience

Job title

Manager, Client Experience

Experience level

3+ years

Industry

insurance

Location requirements

On-site in Toronto, no remote work allowed

Salary

Not specified

Management role

Skills & keywords

Required skills

RIBO licensebachelor’s degreebroking experiencesales skillsrelationship building

Preferred skills

CIP designationconflict resolutionethical decision-makingteamwork

Specializations

client relationsinsurance brokeragecustomer satisfactionrelationship management

Locations

Structured locations inferred from the posting.

Toronto, ON, Canada

On-site City