Client Experience Leader – a key leadership role influencing both Commercial and Personal Lines service teams in Alberta.
Responsibilities
Lead, coach, and mentor Commercial Account Managers, Assistant Account Managers, and Personal Lines teams through regular 1‑on‑1s, training, and workflow guidance.
Oversee day‑to‑day servicing operations, conduct file reviews, QA checks, and renewal audits to ensure compliance, consistency, and E&O prevention.
Act as the EPIC system champion, ensuring strong utilization, data accuracy, reporting, and consistent workflows across teams.
Monitor KPIs, service standards, renewal timelines, and retention metrics through EPIC reporting and dashboards.
Collaborate with Account Executives, Producers, and Claims Advocates, and engage directly with clients on complex accounts, escalations, or renewals when required.