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Added 12 mins ago
VP, IT Operations
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Full-time
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Senior Financial Specialist (SRP)
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$4,881 to $5,255 CAD / month
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NFP Corp

Manager, Commercial SME

419 King St W, Oshawa, ON, L1J 2K5, Canada
Hamilton, ON, Canada
London, ON, Canada
Toronto, ON, Canada
Windsor, ON, Canada
Mississauga, ON, Canada
Markham, ON, Canada
Uxbridge, ON, Canada
Newmarket, ON, Canada
Midland, ON, Canada
Markdale, ON, Canada

Pay: Wage Transparency: The base salary range for this position is $75,000 to $90,000.
Job type: Full-time
Apply by: Sep 28, 2027
Experience: Typically, 5+ years of commercial insurance experience, preferably in a brokerage environment, with strong knowledge of SME products, coverages, markets and workflows
Posting language: English
Posted: Sep 28, 2026

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Original job description

Posting Description

Business Line: P&C / Commercial SME

Hours Per Week: 35 (Full-Time)

Location: Ontario – Any Office Location - Hybrid Setting (https://www.nfp.ca/about-nfp/find-an-office)

Job Details: Full-Time, Permanent Position, Current Vacancy

Wage Transparency: The base salary range for this position is $75,000 to $90,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

The Role at NFP

Our Small and Medium Enterprise (SME) Commercial Insurance team is seeking a full-time, permanent Manager to lead a team of SME Client Managers in a trusting, accountable, People First environment.

In this role, you will be accountable for team performance, service delivery, quality, client outcomes and employee development. You will stay connected to day-to-day operations by monitoring team activity and capacity, completing quality and process reviews, handling customer issues, coaching performance and ensuring the team has the commercial insurance knowledge required to provide consistent, confident advice to clients.

What You’ll Do

People Leadership: Lead, coach, engage and develop a high-performing team of SME Client Managers. Establish clear expectations, hold regular one-on-one and team meetings, provide timely recognition and feedback, and address performance concerns through documented coaching and development plans.
Team Monitoring and Performance Management: Actively monitor team activity, availability, workloads, service levels, workflows and individual results. Use employee dashboards, operational reports and file activity to identify trends, balance capacity, remove barriers and take timely action when expectations are not being met.
Quality Assurance and Risk Management: Complete regular file, workflow and process reviews, including at least quarterly quality analysis. Ensure adherence to the SME service model, service level agreements, documented procedures, Epic and PolicyWorks workflows, receivables practices and regulatory requirements. Identify and address errors, omissions exposures and recurring quality gaps through coaching, training and process improvement.
Client Service and Escalation Management: Own and resolve complex or sensitive client escalations in a timely, fair and solutions-focused manner. Support Client Managers with difficult renewals, coverage concerns, remarkets, retention conversations and service recovery, while ensuring clear documentation and appropriate escalation of risks or incidents.
Commercial Insurance Expertise: Maintain strong working knowledge of SME commercial insurance products, coverages, markets, underwriting considerations, policy wordings and insurer requirements. Provide technical guidance to the team and support confident coverage discussions that protect clients and reduce errors and omissions exposure.
Operational Excellence: Drive consistent execution of the SME service model and identify opportunities to simplify work, improve efficiency and strengthen the client and employee experience. Lead or contribute to operational changes and special projects, and ensure changes are clearly communicated, adopted and sustained.
Client Retention and Growth: Monitor retention, lost business and client experience results. Coach the team on proactive renewal management, coverage reviews, integrated selling, cross-sell and upsell opportunities, and meaningful client conversations that support retention, revenue growth and appropriate client protection.
Collaboration and Market Relationships: Build productive relationships with internal partners, carriers and service providers. Collaborate across Individual Insurance Solutions and other NFP business lines to resolve issues, share knowledge and deliver a consistent One NFP experience.

What you Bring

RIBO licence in good standing required
RIBO Level 2 licence is preferred and, if not held at the time of hire, must be obtained within one year of starting in the role
Ability and willingness to obtain and maintain the provincial licences required to support clients and business needs across multiple Canadian provinces
Typically, 5+ years of commercial insurance experience, preferably in a brokerage environment, with strong knowledge of SME products, coverages, markets and workflows
Demonstrated people leadership experience, including coaching, performance management, employee development and leading teams in a multi-site environment
Ability to monitor operational performance, interpret service and quality results, prioritize resources and take action to improve outcomes
Experience conducting file, workflow or quality reviews and addressing process, compliance and errors and omissions risks
Strong judgment and confidence managing complex client situations and escalations
Effective delegation, organization and time-management skills, with the ability to lead within scope of authority and escalate decisions appropriately
Collaborative problem-solving, change leadership and continuous-improvement capability
Professional communication and relationship-management skills with clients, employees, carriers and internal partners
Solid working knowledge of industry systems such as Epic, PolicyWorks or a similar broker management system
Professional insurance designation such as CAIB, CIP or CRM is an asset

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach.

Our personal commitment to our team and our clients have created long-lasting and successful relationships across our growing 300+ Canadian, U.K, and U.S. office locations. To learn more, please visit https://nfp.ca

What’s In It For You

NFP’s PeopleFirst culture offers a multitude of benefits to employees and is a great place to call home.

A hybrid environment approach that keeps the best interests of our staff and our clients in mind
Annual bonus plan for all employees
Matching RRSP plan of 5% of salary
Referral Commission Plan
Generous benefits plan including Health Care Spending Account starting on the first day of employment
Full support for continuing education & internal opportunities to grow as an insurance professional to advance career
Reimbursement of license fees and professional membership dues
A global team of industry leaders focused on employee retention, client growth, industry innovation and collaboration

Our employees are the foundation of our success.

NFP is a big company - a growing, inclusive team of individuals supporting each other’s passions and engaging with the community.

Building a diverse, collaborative and innovative team requires leadership, deliberate action, and ongoing measurement. We actively support the well-being of our employees with benefits and programs driven by recognition, community, financial wellness tools, development and inclusion, fostering personal and professional growth that keeps us moving forward.

Beyond our office walls, we’re dedicated to serving the community around us. Every day we make proactive choices to take care of the communities in which we live and work. We contribute to different organizations, including Women in Insurance Cancer Crusade (WICC), Food Banks Canada, Indspire Canada and many more. From charity drives and community service outings to other company-sponsored events, our employees donate their time and raise funds on behalf of great causes across the country.

Our business is built on the personal level. Whether it’s in our offices, on a call, out in the field or anywhere you can find us in the world, we’re starting the conversations that create a more secure future for everyone.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

Artificial Intelligence Disclosure: A.I. is not being used to screen, assess, or select applicants for the position.

#NFPCANADA

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More about this job

Responsibilities

Lead and develop a team of SME Client Managers while monitoring performance, capacity, service delivery, quality, and compliance. Resolve complex client escalations, provide commercial insurance guidance, improve operations, and coach the team to support client retention and appropriate business growth.

Requirements

Requires a RIBO licence in good standing, typically five or more years of commercial insurance experience, and demonstrated people leadership and performance-management experience. Candidates should have strong SME insurance knowledge, quality and risk review experience, sound judgment, communication and organizational skills, and familiarity with Epic, PolicyWorks, or a similar system; a RIBO Level 2 licence and an insurance designation are preferred or assets.

Skills

People Leadership
Coaching and Employee Development
Performance Management
SME Insurance
Quality Assurance
Risk Management
Client Service
Escalation Management
Operational Performance Monitoring
Process Improvement
Client Retention
Cross-Selling and Upselling
Change Leadership
Relationship Management
Epic and PolicyWorks

Benefits

Annual Bonus Plan
Matching RRSP Plan
Referral Commission Plan
Health Care Spending Account
Generous Benefits Plan
Continuing Education Support
Internal Career Growth Opportunities
License Fee Reimbursement
Hybrid Work Environment

Visa sponsorship

Not detected in the job text

Keywords

Commercial Insurance
Small and Medium Enterprise Insurance
Property and Casualty Insurance
RIBO Licence
RIBO Level 2 Licence
CAIB
CIP
CRM
Epic
PolicyWorks
Broker Management System
People Leadership
Performance Management
Employee Development
Quality Assurance
Errors and Omissions Risk
Regulatory Compliance
Service Level Agreements
Workflow Reviews
Client Escalations
Renewal Management
Client Retention
Cross-Selling
Upselling
Operational Excellence
Process Improvement
Change Leadership
Capacity Planning
Carrier Relationships
Multi-Province Licensing

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