Branch Business Manager

Overview

Branch Business Manager. This position is responsible for the overall operation of a Branch and all of its activities. This includes the delivery of 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.

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

The position may work with other leadership positions in the region to give guidance, direction and coaching to other staff members 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 and travel sales, membership sales & retention, auto travel, and travel agency. 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.
• 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.
• Analyze member satisfaction index and quality standard results; identify and address specific areas for improvement. Resolve member complaints involving insurance policies, membership, and travel. 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 organizations such as Chamber of Commerce, business/trade organizations and local organizations affecting motorists, insureds and travelers in order to advance the organization’s public affairs objectives and enhance the organization’s image
• Responsible for development and implementation of sales and service management action plans. Responsible for audit…