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.

We’re looking for a PL Operations Specialist to join our team. This role is ideal for someone with insurance industry experience who enjoys a mix of training delivery, process improvement, and operational support. You’ll work across branches and teams to ensure our advisors and managers have the tools, knowledge, and processes they need to succeed.

What You’ll Do

This role spans several key areas. Depending on team needs and your strengths, you may focus more heavily in some areas than others.

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 scheduling
• Develop 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 branches
• Support 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 exposure
• Help 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

What You Bring

• 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 mentoring
• Familiarity 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 priorities

Nice 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 setting
• Experience supporting change management or process improvement initiatives

Why HUB?

At HUB International, you’ll be part of a growing team that values collaboration, innovation, and professional development. This role offers the opportunity to shape how we train, support, and enable our Personal Lines teams across the Coastal region. If you enjoy variety in your work and want to make a tangible impact on how an organization operates, we’d love to hear from you.

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

Department Account Management & Service

Required Experience: 2-5 years of relevant experience

Required Travel: Up to 25%

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