All City Insurance All City Insurance

Office Manager

Office Manager


The Office Manager is responsible for the day to day operations of the office. You will be responsible for managing staff members in addressing customer claims and enrolling new customers by setting target metrics, giving performance evaluations, and providing staff members with training opportunities and guidance. Further, the Office Manager also deals with escalated customer service issues that may arise.

Attention to detail and strong interpersonal skills are essential to succeed in this position. Due to fluctuations in customer demand, the Office Manager may be required to work long hours and keep a flexible schedule. Additionally, the Office Manager must be able to problem solve and look for opportunities to increase sales and obtain potential clients. This position reports to the VP, Operations & Acquisitions. The Office Manager’s responsibilities include, but are not limited to:

  • Perform monthly one on ones with all staff members
  • Manage and perform monthly file reviews on all staff members
  • Prepare, analyze, and submit metrics and reports regarding numbers and staff members
  • Assigned a $300,000 to $500,000 book of business
  • Perform on average 10-15 new policies per month
  • Identify and perform training for all staff members
  • Prepare and perform annual self enhancement reviews
  • Participate in bi-weekly one on ones with the VP, Operations & Acquisitions
  • Addressing staff member and client issues by problem solving
  • Manage, lead and execute required performance management initiatives
  • Provide feedback, coaching and mentoring to staff members
  • Handling and performing difficult employee relations and conversations in a timely fashion
  • Manage, discuss and implement goal setting sessions with staff members
  • Participate in the hiring and selection process
  • Participate in staff member dismissals
  • Participation, implementation and integration of processes for future acquisitions
  • Complete assigned onboarding tasks for all new staff members
  • Lead and conduct weekly staff meetings
  • Liase with Company representatives
  • Manage the staff members time off process
  • Handling difficult client relations
  • Review, revise and communicate industry and company policies
  • Oversee client interactions and account management to ensure the highest level of quality service
  • Review high valued claims to determine how we move forward Competencies & Qualifications
  • 10 plus years of related experience in the insurance industry
  • 5 plus years of direct management experience in the insurance industry
  • A strong working knowledge of personal lines products
  • A strong working knowledge of commercial lines products
  • Post-secondary degree/certificate/diploma in commerce, management, insurance and risk management or related discipline is considered an asset
  • Level 2 General Insurance License
  • High degree of professionalism and integrity
  • Self-motivated and driven
  • Committed to excellence in customer service and builds strong relationships with staff and clients
  • Skilled user of the Microsoft Office Suite of products, and familiar with Powerbroker
  • Demonstrated accountability and reliability in the quality and timeliness of work
  • Flexible and adaptable with proven problem-solving skills
  • Works well within a team and independently
  • Critical thinker with attention to details.



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