Branch Operations Manager

SUMMARY:

The Branch Operations Manager is accountable for providing management oversight to the Commercial Lines and Personal Lines Departments and their staff. Responsibilities include working with each Department on planning, organizing, quality standards, management of staff, and operating activities to achieve the highest level of internal and external customer satisfaction.

This position will also assist commercial agents, and support staff, with the placement of both new and renewal businesses and coverages of all lines of business. The incumbent will work directly with underwriters and brokers on behalf of the agency and agents during the process of securing coverage.

ESSENTIAL FUNCTIONS:

• Assist in developing strategies to support, and accomplish the commercial and personal lines department action plans
• Implement and monitor approved strategies in conjunction with the lead member of each department
• Assist in preparing reports for annual budget and strategic planning. Review and monitor department/office expenses
• Assist in the supervision of the daily activities of department employees. Monitor and evaluate the productivity of staff, working with the lead member of each department to develop effective workflows, and determine the volume of each desk, to assure internal and external customer satisfaction. Prepare and deliver performance evaluations and make recommendations on the compensation structure of direct reports and their assigned staff
• Contribute to all staffing decisions including, but not limited to, hiring, professional development, disciplinary actions, and terminations
• Lead the development of formal training programs to increase knowledge, skills, and backup responsibilities
• Address and resolve staff issues and foster good morale within the department, presenting a positive outlook and motivating employees, by promoting a team concept environment, in addition to individual excellence and achievement
• Lead the onboarding and training process of all new colleagues within assigned departments
• Provide direction in evaluating and selecting the proper commercial and personal companies for the Agency. Maintain relationships with appropriate company representatives through proper contacts and effective communication. Profile business and make recommendations regarding the management of companies. Oversee projects to achieve the objectives of our carrier commitments
• Negotiate premiums and terms for all levels of all lines of coverage
• Perform all necessary ratings sufficient for policy quotation and/or issuance on carrier website or rating programs
• Calculate the premium when the company rating program is available
• Perform comprehensive coverage comparisons between quote terms and conditions, and past and current premiums including exposure changes
• Respond to phone calls from clients and companies comply with requests and keep producers informed. Handle difficult customer or claims situations with staff where warranted
• Market business, contact clients (if needed), create proposals, and handle all activities, in conjunction with the producer, to provide optimal service to clients
• Support communication with producers to keep them informed of important activities on their accounts. Refer current and prospective clients to appropriate departments for solicitation of those lines of business
• Perform all actions relating to customers and companies in a manner that will avoid issues involving potential errors and omissions
• Stay informed as to market availability, and competitive markets and continuously expand your knowledge of markets. Share knowledge with department and Agency staff
• Conduct department and carrier meetings, as needed, to inform, obtain input, and train staff on procedures, companies, current developments, etc
• Meet regularly with the Branch Manager to provide updates and report on department issues, such as workflow, personnel, etc
• Participate in seminars and other training to maintain required licenses and for knowledge and skill development. Work with carriers and or other partners to provide training in the office to staff for required continuing education

ADDITIONAL RESPONSIBILITIES:

This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Imaginative and creative, with the ability to influence others
• Thorough understanding of personal and commercial underwriting and coverages
• Possess personal and commercial product knowledge
• Strong PC skills with the ability to effectively utilize agency management systems
• Knowledge of rating procedures, coverage, and industry operations to effectively manage, maintain and write assigned client and prospect lists
• Complete knowledge of insurance markets and reference to markets
• Knowledge of underwriting procedures
• Ability to work within a fast-paced, changing priority environment
• Self-motivated, with the initiative to prioritize and be self-directed
• Regular and punctual attendance is required
• Ability to communicate effectively, both verbally, and in writing
• Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels
• Ability to promote, and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
• Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality
• Ability to delegate effectively and demonstrate strong time management skills
• Strong decision-making abilities

QUALIFICATIONS:

• 10-12 Years combined commercial lines management/marketing experience preferred
• Previous supervisory experience preferred
• A 4 Year degree preferred
• CPCU and/or CIC designation preferred

WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:

• Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities
• Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
• Ability to lift up to 20 pounds occasionally
• Requires operation of a computer workstation, including keyboard and video display
• All requirements may be modified to reasonably accommodate physical or mental impairment