BRANCH LEADER The Branch Leader 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.
Relocation support may be available for the successful candidate, where applicable, to support a smooth transition into the role and the community.
Job Details: Status: Full-Time, Permanent
Location: Prince George
Pay Range: Acera's total compensation offerings are based on pay for performance that recognizes exceptional individual and company performance. The typical hiring range for this position is from $75,000 - $90,000 CAD annually; the pay offering is based on location and will vary depending on related education, insurance experience, proven knowledge, skills, and internal equity.
Responsibilities: BRANCH MANAGEMENT
- 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.
CROSS-FUNCTIONAL COLLABORATION
- 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.
CUSTOMER EXPERIENCE- 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.
PERSONNEL MANAGEMENT
- 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 performance appraisals; recognizing achievements and addressing concerns.
Additional duties and responsibilities may be added during the course of employment.
Requirements: - Level 2 BC General Insurance license.
- A minimum of 5 years of experience in insurance.
- Previous experience in a leadership or management role is an asset.
- Possess refined interpersonal and communication skills, enabling you to build strong relationships with clients and colleagues.
- Exhibit proficiency in working within a team environment and managing diverse tasks.
- Strong organizational skills, attention to detail, and ability to manage workload effectively.
- Sales-focused with the ability to motivate and encourage staff to go above and beyond.
