01 / Business operations & systems
Brokerage Operations System
From ad hoc workflows to a shared operating platform.
Employer project · Early-stage Ontario insurance brokerage
The problem
An early-stage insurance brokerage was growing faster than its operating infrastructure. Knowledge was spread across people, documents, inboxes, and memory, and staff had no shared way to manage leads, find information, or follow consistent workflows.
My role
I joined in a brokerage role, and the work expanded into business analysis, process design, development, training, and implementation. I learned the workflows, standardized them, trained staff, and designed and built the platform. My formal title was Commercial Insurance Broker.
Outcome
The platform became a central part of daily operations, giving the team a shared place for workflows, resources, lead management, training, and follow-up, during a period of significant growth.