Branch Business Manager
About the Job
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.
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 compliance, which requires weekly, monthly, quarterly or annual activities to ensure club assets are protected.
Monitor budget expenses and objectives to ensure that the branch operates within approved expense budget.
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.
EDUCATION, EXPERIENCE AND/OR SKILLS
BA/BS or equivalent combination of education and experience preferred.
5 – 7 years of progressive experience in Branch Operations and/or successful P&C sales experience
and prior supervisory/managerial experience preferred.
Demonstrated management skills to include 3-5 years’ experience in full range of managerial responsibilities; preferably in AAA field or related business.
Ability to supervise, coach, motivate and develop staff.
Strong analytical skills; professional oral and written communication skills.
Must obtain license to sell insurance in the state of employment within one month of employment in
Valid State Driver’s License, acceptable Department of Motor Vehicles record required
· Extraordinary medical/dental/vision/life benefits
· 401(k) Savings plan with company match
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