Director, Client Experience

• Leads, provides direction to, delegates, supports and evaluates the work of the Manager, Client Experience and the Associate, Client Experience
• Oversees the client service experience, ensuring high-quality service is provided
• Is accountable for service, retention, and client renewal and placement results, and provides accountability of the team through delegation, support, and intervention as required
• Supports the development of sales strategies, identifies process improvements and ensures prompt resolution of client issues
• Manages and maintains client relationships through regular cadence meetings, engagement, check-ins, and information delivery
• Conducts due diligence, analysis, and provides recommendations while proactively anticipating needs
• Provides training and guidance to support the advancement of the Manager, Client Experience
• Leads, provides direction to, delegates, supports and evaluates the work of the Manager, and Associate of Client Experience
• In concert with a Strategic Advisor, plans and executes strategic broking approaches
• Oversees and supports marketing and negotiations, ensuring effective communication and collaboration
• Oversees key accounts, manages products, and independently delegates renewals
• Leverages industry relationships to benefit clients
• Stays informed about regulatory affairs, the 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
• Effectively mitigates or controls potential risks effectively, protecting the company from harm
• Performs other duties as assigned

• Bachelor’s degree in business administration or a related field
• Senior broking experience and sales experience required
• Advanced understanding of legal and regulatory considerations and industry drivers
• Completed or actively working towards a Broker (RIBO) Level 2 Licence or equivalent depending on provincial requirements
• Committed to continuously developing your knowledge of emerging trends, critical coverages, and legislative changes through ongoing education and professional development opportunities
• Ability to satisfy Continuing Education (CE) requirements
• High degree of business acumen, excellent critical thinking, problem solving and decision-making skills to analyze customer needs and identify ways to meet them
• Exceptional relationship management and negotiation skills to finalize deals and contracts with clients
• Knowledge of current market trends and customer preferences to inform product development and sales strategies
• Continuously expand your network by attending events focused on your emerging areas of interest and client activities

Interest in pursuing FCIP is an asset