Manager, Commercial SME

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,…