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.



Job Duties

• Sales/Revenue Results
  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.
• Staffing, Coaching and Recruitment
  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.
• 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, 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. Monitor and improve the overall accuracy of new policies sold to protect and enhance the quality of the lodge’s in-force policies.
  
  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. Influence positive media coverage for the Club in identified local media.
• Administrative
  Responsible for development and implementation of sales and service management action plans. Assume an active role in inter-departmental team meetings and other workshops. Compile reports and supply information to the Regional Manager as required.
  Ensure the assigned location maintains a high visual appearance standard and that display areas and all other business development areas are in compliance with marketing guidelines.
  Plan, develop, execute and monitor the budgeting goals and objectives to ensure that the District Office operates within the approved expense budget. Review and analyze reports from corporate or business units.
  
  Manage the facility, including tenant management to ensure the office meets Club quality in appearance and safety standards. Work with tenants (both Auto Club and outside organizations) regarding utilities, trash, mail, supplies, keycards, parking and various other issues.
• Other
  Participate in special projects and working groups, and conduct various audits and procedural examinations as necessary or required by Club policy. Perform all other duties as assigned or required.
• Requires advanced decision making and problem solving skill. The Manager is required to make decisions involving the individual office, as well as corporate issues. The Manager will need to maintain a balance between the needs of Branch Operations and Field Sales. Position may require making decisions outside of established policies and procedures. The position requires independent thinking and analysis of issues that relate to member satisfaction and recovery. The Manager is often required to contact other corporate business units in order to resolve issues. Occasionally, matters are reviewed with the Regional Manager and/or Business Development Manager for guidance.

Qualifications

• Bachelors Equivalent combination of education and experience Preferred
• 4-6 years Progressive experience in Branch Operations and/or successful P&C sales. Required
• 1-3 years Management/Supervisory Preferred
• Advanced leadership/managerial skills required
• Advanced organization, analytical and time management skills required.
• Demonstrated ability to prioritize tasks and assignments
• Advanced verbal and written communication skills required.
• Advanced ability to create and deliver presentations required.
• Comprehensive knowledge required in a variety of an organization’s operating areas, products and services offered, as well as Branch/Sales Office operations delivery channel operations.
• Advanced oral and written communication skills required.
• Moderate knowledge of Microsoft Office software including, Word, Access, Excel, and PowerPoint required.
• Moderate Internet/Intranet experience required.
• Previously demonstrated advanced level of competitive and persistent nature desired
• Moderate experience with various Club systems, including but not limited to; POS, BDGT, PSAR, STAT, APOLLO, and VIEWPOINT preferred.
• Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Required
• Property and Casualty Insurance License, valid in selling state - Issued by State Required
• Associate in General Insurance - Insurance Institute of America Required

Travel Requirements

• Occasional travel to off-site business meetings or conferences. (5% proficiency)

Remarkable benefits:

•    Health coverage for medical, dental, vision

•    401(K) saving plans with company match AND Pension    

•    Tuition assistance

•    Floating holidays and PTO for community volunteer programs

•    Paid parental leave

•    Wellness programs

•    Employee discounts (membership, insurance,

travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

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