Policy Support Team Lead - London, ON
We're looking for an experienced insurance professional to lead our Policy Support Team. This role is ideal for someone who enjoys coaching others, thrives in a fast-paced environment, and understands the importance of accuracy, efficiency, and exceptional service. You'll work closely with our underwriting teams to ensure policies are issued accurately and service standards are consistently exceeded.
Job Description
What You’ll Do:
As the Policy Support Team Lead, you’ll oversee the daily operations of our Underwriting Assistant team while acting as the bridge between Underwriters, Management, and Policy Support.
Responsibilities include:
- Lead, coach, mentor, and develop a team of Underwriting Assistants across multiple product lines
- Conduct regular team meetings, communicate updates, and ensure consistent understanding of company procedures and underwriting changes
- Collaborate with Underwriters and Management to prioritize workloads and maintain service standards
- Monitor team productivity, quality, and turnaround times while identifying opportunities for improvement
- Assist with onboarding and training new team members and provide ongoing coaching and support
- Perform quality assurance reviews and provide constructive feedback to maintain high standards of accuracy
- Complete manual policy issuance, endorsements, cancellations, renewals, and other policy transactions as required
- Assist with workflow management and resource planning to ensure deadlines are met
- Support process improvement initiatives and participate in testing new systems and workflows
- Resolve complex processing issues and act as an escalation point for the Policy Support team
- Promote and model the Forward Insurance culture, values, and brand promise
- Other duties as assigned
Job Qualifications
What We’re Looking For:
- Minimum 3 years of Canadian Property & Casualty insurance experience
- Previous experience leading, mentoring, or supervising a team is considered a strong asset
- Strong understanding of policy processing, endorsements, renewals, cancellations, and insurance workflows
- Exceptional organizational and time management skills
- Excellent verbal and written communication skills
- Strong attention to detail with the ability to manage multiple priorities
- Comfortable working in a fast-paced, deadline-driven environment
- High proficiency with Microsoft Office, particularly Excel
- Positive, collaborative, and solutions-focused mindset
- Ability to adapt to changing priorities and embrace continuous improvement
Bonus if You Also Have…
- Experience working within an MGA environment.
- Experience with policy administration systems such as JET or ALIS.
- A current insurance license or willingness to obtain one.
- CAIB, CIP, or active progression toward other relevant industry designations
Salary Range: CAD $55,000–$75,000
*Actual pay may be below or above range based on candidates’ knowledge, skills, and level of ability relative to expectations for the role applied to. Candidates with salary expectations outside of the range are encouraged to apply.
Education & Experience
• 1+ years of work experience with Supervisory Skills
• 3+ years of Insurance experience