Job SummaryPersonal Lines ManagerBillyard Insurance Group - Mississauga EastFull-timeIn-Office | Mississauga, ON, CanadaAbout the RoleThe Personal Lines Manager is responsible for overseeing the day-to-day operations of the Personal Lines department, ensuring efficient workflow management, strong service standards, and effective support for both service and sales teams. This role provides leadership to Customer Service Representatives (CSRs), manages operational processes such as downloads and ticket assignments, and ensures the timely handling of renewals and new business.The successful candidate will combine strong operational discipline with leadership capabilities to maintain service excellence and support continued brokerage growth.Key ResponsibilitiesOperational ManagementOversee daily Power Broker downloads and ensure accurate, timely processing of transactions.Monitor workflows to ensure endorsements, policy changes, and updates are correctly reflected in the system.Maintain consistent operational processes across the department.Workflow & Ticket ManagementAssign and prioritize service and new‑business tickets to CSRs and brokers.Monitor ticket queues to maintain turnaround times and service SLAs.Reassign or escalate tasks as needed to meet client‑service standards.New Business SupportSupport brokers with uploading and processing new business through insurer portals.Ensure all new policies are set up correctly and fully documented.Troubleshoot submission issues and coordinate missing documentation.Team Leadership & TrainingLead, mentor, and coach CSRs to promote high performance and continuous skill development.Actively participate in collaboration with the management team to design and deliver onboarding and training programs for new hires.Provide ongoing guidance and feedback to support a highly effective, positive team environment.Foster a culture of accountability, professionalism, and a can‑do attitude across the department.Renewal OversightTrack upcoming renewals and ensure proactive broker review.Follow up on outstanding renewal work and remarketing opportunities.Ensure client communication and documentation are completed accurately and on time.Service Quality & PerformanceMaintain strong service standards and ensure consistency across all client touchpoints.Identify opportunities to improve department efficiency and client experience.Support leadership with reporting, operational metrics, and workflow improvement initiatives.Qualifications5+ years of Personal Lines brokerage experienceValid RIBO license in good standingPrevious leadership or supervisory experience preferredStrong working knowledge of Power Broker and insurer portalsExcellent organizational, communication, and time‑management skillsA proactive, solutions‑focused approach and a can‑do attitudeAbility to succeed in a high‑growth, evolving environmentKey CompetenciesTeam LeadershipOperational EfficiencyWorkflow ManagementClient Service ExcellenceProblem SolvingTime Management