This role can be based in Toronto or Montreal.
About the role
Some of the best ideas in a brokerage come from the people doing the work: a smarter template, a tracker the whole team ends up using, or a workflow that saves hours every week. If you've built tools like these and wondered how they might work across a whole organization, you may find this role a natural next step.
Lockton Canada is building its operating foundation, which means there is meaningful work to shape. You'll help design how our client service and broking teams work as we grow, with Applied Epic as our core platform and a commitment to capturing information once and using it well.
Working within the Office of the COO, you'll partner with experienced colleagues to build practical, consistent ways of working, including clear standard operating procedures, streamlined steps and thoughtful use of automation, all in service of excellent client outcomes.
The question that guides this role: How do we keep client service at the highest standard while making our colleagues' work as effective and efficient as possible?
What you'll do
Build SOPs and workflows with the team
- Work side by side with experienced colleagues to document SOPs, building on their expertise to create streamlined, repeatable workflows.
- Map key processes such as client setup, marketing and placement, renewals, endorsements and billing handoffs, and identify opportunities to simplify steps and reduce re-entry.
- Turn tasks that depend on one person into clear, documented workflows that anyone can follow.
Streamline the broking workflow
- Partner with brokers and placement teams to streamline marketing and placement.
- Reduce duplicate applications and supplementals by building master data collection that captures client information once and reuses it across insurers and renewals.
- Standardize submission packages, market summaries, quote comparisons and binding requests so they are faster to produce and consistent across teams.
- Make it easier for clients by drawing on information we already hold.
- Learn what the broking team needs most, such as templates, trackers, market activity reporting and renewal timelines, and build practical solutions with them.
Get the data right from the start
- Help set standards so client, policy, exposure and premium information is entered correctly, completely and only once.
- Identify where information is re-entered across systems or documents and recommend improvements through process changes, automation or integration.
- Show colleagues how clean data at intake leads to reliable reporting and better client conversations.
Automate and simplify
- Build practical automations and tools using Microsoft 365 (Power Automate, Power Apps, SharePoint, Teams, Copilot) and Applied Epic, so colleagues spend less time on manual tasks.
- Build straightforward dashboards and reports in Power BI or Excel that track service levels, renewal and marketing timelines, workload and process performance.
Recommend tools
- Keep up with automation and workflow tools on the market, including insurance-specific solutions for submissions, applications and placement.
- Assess tools against business needs, build the business case and support pilots, with final recommendations going to leadership, IT and Finance.
Drive adoption
- Train and coach colleagues on new workflows and tools.
- Gather feedback, track adoption and keep improving.
- Be a trusted, approachable partner who helps colleagues spend more time on the work that matters most.
What you bring
Required
- 5+ years in a commercial insurance brokerage in account management, client service, broking or placement support.
- A solid understanding of marketing and placement, including applications, submissions, insurer quotes and binding.
- A track record of building workflows, templates, trackers or automations that improved accuracy, speed or client experience, and that colleagues adopted.
- First-hand understanding of how capturing data once, and capturing it well, improves accuracy, efficiency and the client experience.
- Strong Excel skills and comfort with data: you understand how data is structured and how to turn it into useful reporting.
- Curiosity about automation tools and a habit of learning new ones on your own.
- The credibility and collaborative style to partner with experienced colleagues through change.
- Clear communication skills and the ability to explain new ways of working in plain language.
Nice to have
- Experience with Applied Epic, especially activities, workflows and reporting.
- Hands-on experience with Power Automate, Power Apps or Power BI.
- Familiarity with submission, application or placement platforms used in the Canadian market.
- Process mapping or process improvement experience or training (e.g., Lean, business analysis).
- Exposure to both commercial P&C and employee benefits.
- Experience supporting a system implementation, migration or new tool rollout.
Who you are
- A builder. When you see a repetitive task, you think about how to simplify it.
- Client-first. Efficiency always goes hand in hand with service quality.
- Curious. You like understanding why things work the way they do, and you learn new tools on your own.
- Collaborative. You'd rather co-create a process than hand one down.
- Practical. You favour solutions that are practical and widely adopted.
Why join us
You'll help shape how a growing brokerage operates, with direct visibility to senior leadership. Your work will influence how our client service and broking teams spend their time and how our clients experience Lockton.
Artificial Intelligence (AI) tools may be used in the process to screen, assess, or select applicants for a position but all final decisions and determinations are made exclusively by authorized human personnel.
This job posting is an advertisement for an existing vacancy.
Lockton Companies is an equal opportunity employer.
