Insurance Sales & Branch Operations Manager

Insurance Sales & Branch Operations Manager

Job Summary Generally, Managers in the Mgr Ins Sales and Branch Ops I job are assigned to a small or midsize Branch as determined by Senior Management. This position is responsible for the overall operation of a Branch/Insurance Office and all of its activities. This includes the delivery of Automotive, Travel, Travel Agency and Sales Insurance services/products. Reporting to the Regional Manager, the Branch/Insurance 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 Insurance Sales and Branch Operations Manager I executes business plan actions to ensure achievement of office's goals including; service delivery, service quality, service recovery, revenue growth, productivity and cost control. Position is responsible for achieving performance objectives as indicated in the Club's Performance Scorecard; i.e. 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 compliance with standardized sales techniques and conducts associated training. This position works with other leadership positions in the office to give guidance, direction and coaching to other staff members in order to ensure goals are attained. This position is also responsible for the Club's activities, image and reputation in the local community.

Plan and direct strategic insurance sales, travel sales, membership sales & retention, auto travel, travel agency, automotive services, and public affairs business plans. Insurance Sales and Branch Operations Manager I is held accountable for the management of daily Branch and Insurance operations and the attainment of office goals including; all related branch and insurance sales and service tasks to increase the Club’s acquisition and retention of members and net policyholder count, service delivery, service quality, service recovery, revenue growth, productivity and cost control goals.

Plan and direct all tasks related to increasing premium growth and membership growth objectives.

Maximize productivity and member service in assigned location, ensuring that resources are effectively deployed. Develop a comprehensive training, recognition and coaching sales management plan to ensure focused sales management techniques are employed to achieve service and sales goals. Communicate relevant and accurate information to the Branch and Sales teams via team meetings, one-on-ones and training sessions. Provide relevant feedback in a timely manner to other sales teams and departments.

Recruit, interview, screen and hire replacements or additions to staff. Coach and train employees and ensure individual development, attainment of desired performance levels and on all new programs and changes that directly impact sales, member service, policy issuance and profitability objectives. Hire, train, and manage staff. Develop goals and conduct performance appraisals. Review and initiate appropriate salary increases, promotions, 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.

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, membership, emergency roadside assistance, travel, and reservations issues. Resolution may require making decisions outside of established policies and procedures in regard to billing statements, and service resolution.

Ensure the Field Sales operation complies with established member service standards.…