Broker Support Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Broker Support Manager in Canada.

This role is a key leadership position within a broker support operations environment, responsible for ensuring smooth back-office processes, strong communication flow, and high-quality service delivery to agents and internal stakeholders. You will lead and coach a support team handling critical administrative and operational workflows, including onboarding, account management, compensation structures, and compliance-related processes. The position requires close collaboration across departments to ensure a seamless agent experience and operational efficiency. You will also play a central role in monitoring performance, improving systems, and strengthening team capabilities. This is an opportunity to combine people leadership with operational ownership in a fast-paced, service-driven organization. The role is ideal for someone who thrives in structured environments where accuracy, communication, and accountability are essential.

• Lead and support the Broker Support team in managing back-office operations, including agent onboarding, profile maintenance, account holds, and terminations.
• Oversee communication workflows across Salesforce, email, phone, and ticketing systems, ensuring timely and professional responses within defined SLAs.
• Support the administration of agent compensation structures and ensure adherence to agreement terms and internal policies.
• Guide the team in managing chargebacks and debt collection communications with clarity, accuracy, and transparency.
• Coach, develop, and mentor team members to improve performance, accountability, and operational knowledge.
• Monitor team capacity and workload distribution to ensure effective service delivery across departments.
• Collaborate cross-functionally to improve processes, enhance system usage, and ensure a consistent agent experience.
• Support continuous improvement initiatives by identifying inefficiencies and recommending process or system enhancements.
• Maintain and update training materials to reflect evolving processes and organizational changes.
• Assist with onboarding-related tasks such as agent website setup as team capabilities expand.

Requirements:

• 2–3 years of experience in a leadership or management role, ideally in operations or support environments.
• Experience in insurance or IMO environments considered a strong asset.
• Proven ability to lead, coach, and develop teams in a structured, performance-driven setting.
• Strong communication skills (written and verbal) with the ability to engage effectively with internal teams and external stakeholders.
• Excellent organizational and time management skills with the ability to manage multiple priorities.
• Strong analytical and problem-solving skills with a focus on process improvement and operational efficiency.
• Comfortable working in a cross-functional, fast-paced environment with evolving responsibilities.
• Familiarity with CRM and operational systems such as Salesforce or similar platforms is an asset.
• Bilingualism in Spanish is a strong advantage; willingness to learn is also valued.
• Must be authorized to work in Canada.

Benefits:

• Competitive annual compensation in the range of CAD 65,000–70,000 (based on experience and location).
• Comprehensive medical, dental, and vision insurance coverage.
• Paid vacation and sick leave for work-life balance.
• Flexible work arrangements, including remote work options.
• Career development and growth opportunities within the organization.
• Tuition reimbursement and learning support programs.
• Straight day shifts with no weekend requirements.
• Inclusive and diverse team environment with company events and celebrations.
• Company-provided equipment to support remote productivity.