Manager, Insurance Service Centre

This is an opportunity to join one of British Columbia’s most recognized insurance brokerage brands, with a long-standing reputation, strong retail partnerships, and a growing platform across the province. Sussex Insurance is seeking a Manager, Insurance Service Centre to lead our busy and fast-growing customer call centre in Langley. This is a key leadership role for an experienced insurance professional who can manage people, organize workflows, support strong service standards, and help lead a growing team in a high-volume environment. The successful candidate will have strong personal lines experience, exposure to small commercial insurance, and the ability to lead, coach, and support staff in a professional and accountable manner. The ideal candidate is organized, confident, service-focused, and able to balance day-to-day operational demands with team leadership and continuous improvement.

Responsibilities

Managing day-to-day operations of the customer contact centre; Leading, supporting, coaching, and developing team members; Maintaining strong service standards in a busy and growing environment; Assisting with workflow organization, staff scheduling, and service priorities; Supporting personal lines and small commercial insurance service needs; Helping resolve client service issues professionally and efficiently; Working with senior management to improve processes, productivity, and accountability; Ensuring accurate documentation, compliance awareness, and consistent client follow-up

Requirements

Minimum Level 2 BC General Insurance Licence required; Strong personal lines insurance experience required; Strong organizational skills and ability to manage a busy, high-volume work environment; Excellent communication, coaching, and problem-solving skills; Professional, accountable, and team-oriented leadership style; Ability to help build structure, consistency, and service excellence within a growing operation

Nice to have

Small commercial insurance experience; Previous leadership, supervisory, or people-management experience

Benefits

Competitive salary based on experience, qualifications, licensing level, and management background; Comprehensive group benefits plan; Opportunity to work with an established and respected BC insurance brokerage; Supportive team environment; Career growth opportunities within a growing organization; Access to a broad range of insurance markets, products, and internal support resources