At Colina General Insurance Agents & Brokers Ltd., we are redefining what it means to be an industry leader in the Bahamas. While we respect tradition, we don’t let it slow us down. We operate differently than the status quo: we are a flat, lateral organization that values results over titles, merit over social promotion, and transparent collaboration over corner offices. Our workspace is open-plan, our energy is high, and our focus is entirely on driving exceptional outcomes for our clients and our team. We are seeking a highly organized, process-driven, and forward-thinking VP - Client Services and Operations. In this role, you won't be hiding behind a closed door or relying on a fancy title to command respect. Instead, you will be on the floor, leading by example, optimizing workflows, and leveraging modern technology to scale our business. You will have a strong baseline understanding of Property & Casualty (P&C) insurance brokerage operations, combined with a passion for problem-solving and people development.

As the Vice President - Client Services & Operations, you will be responsible for managing and leading the brokerage operations. This strategic role will involve overseeing the development and implementation of commercial insurance products, managing client relationships, and driving business growth. You will play a key role in shaping the direction of the broker and ensuring its success.

Key Responsibilities:

Directly responsible for customer experience.
Set team KPIs and service level targets (response times, quote turnaround, policy issuance speed, renewal retention)
Organize daily/weekly huddles and pipeline reviews to align CXA and sales activity.
Own omnichannel queue management: ticket routing rules, SLA monitoring, escalation paths.
Ensure CXAs are properly triaging service requests vs new business/renewal inquiries that should route to sales.
Review and update omnichannel macros for brand personality and tone.
Own CRM functionality and improvements.
Collaborate with the finance team on collections, retention rates discussions, and forecasting.
Collaborate with underwriters, actuaries, and other stakeholders to design and refine insurance products.
Operational owner of broker software for processing and QA.
Define and document the client lifecycle workflow across broker software, omnichannel, and CRM.
Identify and drive automation opportunities to eliminate manual re-entry.
Own data quality by performing reviews and training.
Produce monthly performance scorecard: CXA metrics, sales metrics, transaction volume, renewal retention
Recruit, develop, and mentor a team members.
Provide coaching and support to team members, fostering a culture of collaboration, innovation, and excellence.

Qualifications:

Bachelor's degree in Business Administration, Insurance, Finance, or a related field.
Experience in insurance brokerage, with a proven track record of leadership and achievement.
Strong understanding of general insurance products, underwriting principles, and risk management concepts.
Excellent leadership and management skills, with the ability to motivate and inspire a team.
Strategic thinker with exceptional analytical and problem-solving abilities.
Excellent communication and interpersonal skills, with the ability to build relationships with clients and stakeholders at all levels.
Demonstrated ability to drive business growth and achieve results in a competitive market environment.

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