Branch Manager

Osition Overview

The Branch Manager will be responsible for overseeing two (2) locations in Prince George, BC, ensuring the overall success of each branch. This includes equipping staff with the resources, training, and knowledge required to deliver exceptional client service. The individual in this role will proactively identify opportunities to motivate and engage their team, driving growth in sales, client relationships, and community presence.

This position offers the opportunity to collaborate closely with the leadership team to support organizational goals and make a meaningful impact both internally and externally.

The Branch Manager will be responsible for overseeing two (2) locations in Prince George, BC, ensuring the overall success of each branch. This includes equipping staff with the resources, training, and knowledge required to deliver exceptional client service. The individual in this role will proactively identify opportunities to motivate and engage their team, driving growth in sales, client relationships, and community presence.

This position offers the opportunity to collaborate closely with the leadership team to support organizational goals and make a meaningful impact both internally and externally.

This is an on-site role at the branch. Occasional travel to regional offices in the Lower Mainland and/or Vancouver Island may be required.

• Oversee day-to-day operations of the branch, ensuring alignment with industry regulations and internal policies.
• Address branch client requests and complaints in a timely manner, engaging in the proper investigation, communication, and solutions, and using the feedback to action on positive changes to our client experience training.
• Monitor branch performance and collaborate with leadership to drive improvements in sales, client retention, and market growth.
• Track and analyze key performance indicators (KPIs) and sales, implementing improvement plans where necessary.
• Establish and maintain effective purchasing procedures. All purchases should involve multiple vendor bids in collaboration with several branches to ensure cost-effective prices and economies of scale.
• Work with other departmental managers on ad-hoc projects related to the strategic objectives of the company-wide initiatives.
• Stay up to date with industry standards, policies, and news, ensuring compliance with the applicable regulations.

• Liaise with other branches and insurance departments in the organization to ensure seamless operations and unified customer service experience.
• Collaborate with other managers and the senior leadership team to develop processes and workflows that optimize client service, efficiency, productivity, and customer satisfaction.

• Develop a comprehensive understanding of the company's customers through various interactions, addressing customer requests diligently.
• Work closely with the Manager, Personal Insurance to develop processes that optimize customer service.
• Lead a team of insurance brokers focused on delivering top-tier policy servicing, that go above and beyond customer experience expectations.
• Continuously refine business processes and implement efficiencies to enhance operations and customer experience.
• Oversee cancellations to improve retention rates, provide an exceptional customer experience and identify coaching opportunities.

• Lead, mentor, and develop a team of insurance professionals, fostering a culture of collaboration and continuous improvement.
• Provide the necessary tools, information, and knowledge to empower personnel to work effectively, serve customers, and uphold company objectives.
• Prioritize creating a safe working environment for all branch employees, taking necessary precautions to maintain safety standards and ensuring they are familiar with safe working practices and accident procedures.
• Facilitate resolution of conflicting objectives and encourage respectful communication between employees and departments.
• Prepare annual, monthly, and weekly plans and ensure clarity regarding everyone’s role towards achieving branch goals, with deadlines, monitoring of compliance, and deadline achievement (e.g. sales targets, referral targets, and client reviews).
• Fulfill supervisory responsibilities in alignment with organizational policies and relevant laws. This includes interviewing, hiring, and training employees; assigning and directing work; conducting…