Practice Manager, Engineering & Designers - Commercial Enterprise


Job Description

As a Practice Leader, you will help us grow our national footprint with some of the most progressive firms in Canada. The purpose of this role is to enhance the Client Experience through:

  1. Executing initiatives to include coaching/development, client retention, and driving continuous profitable revenue.
  2. Assuming primary responsibility for direction of the associates in the Practice on service issues.
  3. Create client development initiatives (set up a cadence of meetings, preparation of presentation for prospects, initiate the stewardship program, assist trade shows and networking events, develop positive carrier development, other similar initiatives)
  4. Assisting the VP Client Experience in the development of the Practice business plan and budget

As a member of the larger Commercial Enterprise team made up of practices focusing on multiple knowledge-based industries, you will also be part of bi-monthly Enterprise Department team meetings where knowledge and experiences are shared amongst all team members.


The Practice Leader works within the team as a member, carrying out the same role as a Senior Account Manager, but with these additional operational responsibilities with a main focus on:

  • Monitoring individuals productivity;
  • Keeping accounts receivables within acceptable levels ($0 over 90 days minimum standard);
  • Ensuring the continuous training and mentoring of the staff within the Practice;
  • Setting up the team’s daily priorities and daily trouble shooting;
  • Providing innovative ideas on how to improve workflows and processes;
  • Providing hands on systems training (job shadowing).

Along with:

  • Inspiring the team to participate in providing innovative ideas on how to improve existing processes and thus refining the client experience;
  • Ensuring that all new improvement or necessary changes in processes are implemented;
  • Ensuring the recommendations from the Quality Review processes are implemented;
  • Ensuring minimum underwriting guidelines and placement guidelines are applied where applicable;
  • Assisting the VP Client Experience in the implementation of the Service Level agreements;
  • Communicating and monitoring progress to the VP Client Experience;
  • Escalating challenges regarding key responsibilities and areas of focus to the VP Client Experience;
  • Collaborating with Producers and Associates in the effective management and growth of your account base;
  • Developing and maintaining (i) relationships with insurance companies and (ii) knowledge of their products wordings and underwriting rules so as to be effective at analyzing coverage and negotiating terms and conditions;
  • Following claims advocacy minimum standards;
  • Implementing and encourage cross and up sell opportunities;
  • Ensuring that team members are living the values of PROLINK; confidence security and a sense of belonging when delivering an exceptional client experience;
  • Other additional initiatives driven by the corporate strategy over time.

Practice Key Performance Metrics:

  • New to lost ratio (simple net new) new business exceeds lost business;
  • Organic revenue growth (net of rate);
  • Have a satisfactory rate in Customer Surveys;
  • Customer Retention;
  • Additional metrics driven by the corporate strategy overtime.

Education & Experience

To be seriously considered for this role, you must meet the following requirements:

  • Education: Must be RIBO Licensed.
  • Experience: A minimum 5 years of commercial insurance experience (mandatory) in business development, account management, underwriting, or related roles in an insurance brokerage or insurance company.
  • Skills: A team player with a client-centric approach, ready to deliver great service. Comfort with managing multiple demands, with proven organizational, time-management and prioritization skills.
  • Softer Skills: A person who is positive, energized, articulate, engaging, empathetic and approachable. An eagerness to learn and share what you have learned.

Other Information

  • Enjoy a competitive and flexible compensation package;
  • Access comprehensive medical and dental benefits that will come in force on your first day as an employee;
  • Experience the heart of Toronto’s financial district when in the office. PROLINK is steps away from Union Station and is connected to St. Andrew subway station;
  • Work for a company that has the best of both worlds: the professionalism and success of a corporate environment, with the family-oriented and collaborative feel of a small business;
  • Grow your career in an organization that loves to recognize and reward its top talent;
  • Relish in the comfort of working from home and from our office (as circumstances permit and require);
  • Have the opportunity to join many of our employees who are already owners in the firm.

At PROLINK, diversity begins and ends with our employees. It is important to us that we create a diverse, equal, inclusive, and accessible work environment where our employees feel valued, respected, and supported. We are proud to be an equal opportunity employer and are committed to building a workforce that reflects the community in which we live and work.

We are dedicated to providing accommodations where necessary during all parts of the hiring process to applicants. If you require accommodations, please notify us and we will work with you to meet your needs.


Published on: June 26, 2024

Vacancy: 1

Employment Status: Full-Time

Experience: 5+ years

Job Location: Toronto

Application Deadline: August 31, 2024

    Personal InsuranceCommercial EnterpriseAssociations & Affinity GroupsLife & Benefits

      Personal InsuranceCommercial EnterpriseAssociations & Affinity GroupsLife & Benefits

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