Operations Specialist, Personal Insurance (Burnaby)

The Personal Lines Operations team supports the success of HUB Coastal’s Personal Lines division — including Habitational and Auto — by providing centralized expertise in training, compliance, carrier coordination, communications, and process improvement. We enable frontline teams to focus on serving clients by handling operational complexity behind the scenes.This role is a PL Operations Specialist who works across branches and teams to ensure our advisors and managers have the tools, knowledge, and processes they need to succeed.Responsibilities

Training&Onboarding

Deliver structured onboarding programs for new hires, including those new-to-industry and experienced brokers transitioning into Personal Lines Facilitate training on Auto (ICBC procedures, replacement cost and private auto products) and Habitational (carrier products, coverages, workflows etc.) Coordinate with carriers and internal partners on training content and schedulingDevelop and maintain training materials, job aids, and quick reference guides Conduct knowledge checks and follow‑up refresher sessions to reinforce learning post‑onboarding

Process Improvement&Documentation

Document, standardize, and improve workflows and SOPs across Personal Lines operations Develop and maintain best practices documentation, translating procedural updates and compliance requirements into clear, actionable guidance Create and refine workflows that support day‑to‑day advisor tasks and promote consistency across branchesSupport operational setup for new locations, relocations, and acquisitions

Compliance&Audit Support

Support internal and external audit activities, including ICBC audit preparation and documentation Assist with file documentation standards and QA reviews to reduce E&O exposureHelp communicate regulatory updates and compliance requirements to frontline teams Support error log tracking and follow‑up on compliance issues

Carrier Coordination&Communications

Summarize and distribute carrier communications and product updates to the PL organization Support carrier onboarding, coverage comparisons, and portal troubleshooting as needed Contribute to internal communications including newsletters, change communications, and documentation

Technology&Systems Enablement

Provide guidance and support for Applied Epic, ARS, and carrier portal navigation Support application and system testing for new releases, updates and implementations

Qualifications

Level 2 General Insurance License (required) 2+ years of experience in personal lines insurance, ideally in a brokerage environment Working knowledge of ICBC Autoplan procedures and/or habitational insurance products Experience with or strong interest in training delivery, onboarding, or mentoringFamiliarity with Applied Epic considered a strong asset Strong attention to detail and ability to document processes clearly Excellent communication skills— you can explain complex procedures in plain language Comfortable working across multiple branches and teams Self‑directed with the ability to manage competing prioritiesNice to Have

Experience designing or delivering structured training programs Background in both Auto and Habitational lines Understanding of or experience working in an ASD (Autoplan Services Dealer) agreement branch Experience with ARS (Applied Rating Services) and carrier portals Familiarity with audit or compliance processes in an insurance settingExperience supporting change management or process improvement initiatives Compensation&Benefits

The expected salary range for this position is $50,000 to $75,000, affected by skills, experience, and location. HUB International offers comprehensive benefits, including extended health benefits, disability insurance, RRSP matching, paid‑time‑off benefits, and eligible bonuses. Some positions may offer commissions.Equal Opportunity Employer

HUB International is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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