Manjit Dhanota Email & Phone Number

• Conduct monthly audits and forward reports/results to all required stakeholders. Audits include missing coverage audits, underwriting audits, notation tool audits, Broker submission audits and market audits.• Assessing and improving business operational risks and workflows by conducting workflow quality reviews• Conduct routine and non-routine quality audits/reports on Personal Lines Insurance accounts• Collaborate with Senior Auditor, trainers, internal underwriters and Leaders within the organization regarding workflow improvements, audit findings and error and omission concerns.• Researching and recommending workflow improvements.• Investigates reoccurring quality concerns, examining ways to fix the underlying issue and improve the quality of services.• Create, update and maintain personal lines audit standards and procedures.

Woodbridge, Ontario, Canada

• Manage day-to-day operations for the Branch and ensure that quality and customer service standards are met daily at the branch level.• Maintain excellent relationships with Insurance company representatives both in underwriting and management.• Establish strategic goals for the branch by gathering pertinent business, financial, service and operational information and then identifying and evaluating trends and options.• Develop a course of action in order to grow business at the branch level.• Meet financial objectives of the branch, including forecasting of branch requirements; preparation of annual budgets; analyzing variances; planning budgets, workflows and marketing strategies and managing loss ratios on business portfolios.• Work effectively with all internal departments (Human Resources, Operations, and Professional • Development Group to ensure high performance of employees and ongoing development and performance management of all employees.• Develop a strong team environment by motivating staff, communicating clear expectations and developing a positive work environment.• Consistently monitor branch level results to ensure that sales staff are meeting production targets and branch receivables are in line with collection policy standards.• Assist in preparing and monitoring all branch level operating and expense budgets.

Ancaster, Ontario, Canada

• Responsible for all day-to-day team management.• Implement and monitor Personal Insurance objectives with respect to commission revenue, policy count, accounts receivable and quality of the books of business and expenses.• Communicates, implements, and monitors strategies to ensure goals and objectives are attained.• Work with other Personal Insurance Manager’s and Team Leads to ensure the quality of services and sales meets expected standards.• Collaboratively analyzes and resolves quality and customer service and sales problems in order to deliver on our Customer Value Proposition.• Accountable for overall staffing and leadership of the team - motivate staff to participate in company objectives as well as continuously keeping front-line staff informed of changes or new directions.• Develop succession planning for all key positions.• Responsible for the general administration of the team, including but not limited to IT, payroll and human resource changes and management.• Provides ongoing coaching, guidance and feedback regarding performance as well as facilitating continuous learning and development of direct reports.• Supporting the marketing and/or advertising initiatives and sales trade shows for the branch.

Markham, Ontario, Canada

• National strategies are implemented within the service team, if required adjustments are made within the team to achieve desired outcome results. • Facilitate training sessions with service broker staff to provide a clear understanding of special discounts, new insurance products, underwriting guidelines and new in-house procedures.• Verbal and written responses to escalation calls are conducted, ensuring mutually agreeable outcome to the client and our insurer partner.• Call center queue is managed to ensure service levels are maintained in Ontario taking training sessions, not ready time, ready time, hold time, employee compliance and increased claim call volume due to recent events into consideration.• Portfolio remarkets, retention activities, absorption and closure of adjacent locations, incoming provincial fax volumes and new procedure workflows are managed within the team.• YTD new business, retention, loss ratios are monitored , compared to 3 year averages and profit generating campaigns are implemented.• Obtained level 5 underwriting for Aviva General Insurance to assist with in house referrals and accommodations for new and existing clients.• Manage the review, renewal and endorsement of group affinity policies to ensure renewal policies are issued in a timely manner, reflect mid term changes that may have occured in accordance with current rates.

Toronto Canada

•New business submissions from our broker partners are evaluated and assessed to filter out profitable risks. •Coverages and terms are negotiated pertaining to renewal business, portfolio transfers and policy changes to obtain high levels of retention business and customer satisfaction. •New in house underwriting guidelines are created to maintain a low loss ratio and maximize focus on target clientele. • Daily duties are evaluated to achieve a streamlined process that is more efficient, emphasis on organization and professionalism.• Multiple digital and print marketing strategies were created to target profitable geographical areas in order to increase our in house book of sale.• Exclusive marketing programs with insurer partners are implemented, maintained and recorded in order to measure against projected targets with a forecast growth with a focus on retention.• Feedback of audit results are shared with broker partners, coaching is provided to prevent the same mistakes from reoccurring and guidance is provided to our broker partners to understand the results and purpose of internal audits.• New business submissions reports are conducted and measured against projected new business targets along with tracking each new business to confirmed service levels standards are maintained.• Customer inquires and complaint calls are handled in a timely manner with emphasis on customer satisfaction.• Heavily involved in the creation of the Insurance Tiger brand, which is created to compliment our existing book of business. Incubator tank setting helped launch the new website, creation of the mascot, marketing campaigns, marketing strategies and material.• Employment interviews are conducted to find ideal staff who are able to adapt to our current business structure.

• Manually calculate premiums and negotiate coverage for new risks pertaining to high value motor homes, seasonal properties, vacation trailers and mobile homes. • High priority risks are evaluated on an individual basis for broker accommodations or premium deviations• Maintained a balanced performance metrics while working in a fast paced call center in regards to calls per hour, average handle time, customer satisfaction and service levels

•Preformed underwriting duties in regards to accepting or declining new business proposals by brokers for preferred clients, submitted high value referrals, and processed endorsement changes within underwriting authority and underwriting procedures.•Analyzed Home inspections and new business applications in accordance with York Fire’s underwriting guide lines, and followed up abeyance in regards to renewals and issued endorsement changes.• Maintained strong customer relationships while attending corporate events, reviewing risks and addressing complaints.

Missisauga

•Preformed front line underwriter duties regarding customer’s transactions requests to their policies, along with identifying/ analyzing acceptable risks/declining unacceptable new business according to underwriting rules and guidelines within my underwriting authority.•Proactively discovered opportunities to cross sell policy endorsements and up sell insurance products on existing insurance policies.

Richmondhill

•Represented various insurers to providing personal and commercial lines insurance products to high value network clients. •Customer's needs were addressed to maintain adequate insurance policies, •In emergency situations regarding losses accurate information was collected from the insured resulting in claims being settled in a timely fashion.

Computer Engineering, Information Technology

Chartered Insurance Professional, Insurance

Currently actively pursing the Chartered Insurance Professional Certification where 8 CIP courses have been completed to date which.