Branch Business Manager

Job Overview

This position is responsible for the overall operation of a Branch and all of its activities. This includes the delivery of Automotive, Member Services, Travel Agency and Insurance products. Reporting to the Regional Manager, the Branch Business Manager is accountable for achieving both quantitative and qualitative requirements by managing sales and service activities of the assigned team.

Through management of activities and operations, the Branch Business Manager executes business plan actions to ensure achievement of office goals including service quality performance, member retention and renewal, revenue growth in travel and insurance sales, retention of members using travel and insurance products, and cost controls within their branch environment. Position is responsible for achieving goal performance objectives as indicated in the established business unit goals by meeting sales and member service objectives, ensuring the travel and insurance operations are accurate, efficient and in compliance with Club standards through the development of an effective high performing team.

Position ensures understanding and performance of standardized sales techniques, branch audit compliance and conducts associated performance coaching and training to achieve results.

• Sales/Revenue Results
• Plan and direct strategic insurance and travel sales, membership sales & retention, auto travel, travel agency, and public affairs (walk in initiative) business plans. The Branch Business Manager is accountable for the management of the branch and the attainment of office goals including all related branch, insurance and travel goals. This will include sales and service tasks to increase the Club’s acquisition and retention of members, net policyholder count, travel retention, service quality, revenue growth, productivity and cost control goals.
  
  Plan and direct all tasks related to increasing insurance premium growth, membership growth, and travel agency growth objectives.
• Staffing, Coaching and Recruitment. Maximize productivity of staff in assigned location, ensuring that resources are effective. Develop a comprehensive training, coaching and recognition plan to ensure focused sales management techniques are employed to achieve service and sales goals. Communicate relevant, accurate, and timely information to the Branch staff via team meetings, one‑on‑ones and training sessions. Provide relevant feedback in a timely manner to other sales teams and departments.
  
  Coach and train employees to ensure desired performance levels. Communicate and provide training on all new programs and changes that directly affect sales, member service, travel agency, policy issuance and profitability objectives. Recruit, interview, screen and hire replacements or additions to staff. Develop and deliver goals to staff in a timely manner and conduct performance appraisals. Review and initiate appropriate salary increases, promotions, corrective actions, terminations, and other changes in employee status.
  
  Advocate employee development through ongoing monitoring, coaching and training to ensure all staff is current on any changes in organizational policies and procedures.
• Member Service. Analyze member satisfaction index and quality standard results; identify and address specific areas for improvement. Maintain ongoing dialog with employees and management, as well as support and direct activities to enhance inter‑departmental relationships. Resolve member complaints involving insurance policies, membership, travel reservations and emergency roadside assistance (as applicable). Resolution may require making decisions outside of established policies and procedures concerning billing statements, and service resolution.
  
  Ensure the insurance and travel operation complies with established member service standards. Monitor and improve the overall accuracy of new policies sold to protect and enhance the quality of the lodge’s in‑force policies. Monitor and improve the overall accuracy and audit compliance of new travel bookings sold to protect the club from financial loss due to write‑offs. Provide leadership to key local…