Branch Operations Manager

SUMMARY:

The Branch Operations Manager is responsible for the overall management of the Commercial Lines and Employee Benefit support functions including, but not limited to, planning, organizing, operating activities, quality standards, accounting (as needed), and supervision of commercial lines colleagues, ensuring complete customer satisfaction. The Branch Operations Manager also performs duties as an Account Executive and/or Manager and aids both internal and external customers with service needs.

ESSENTIAL FUNCTIONS:

• Assist in developing strategies to accomplish and support the INSURICA branch action plan; implement and monitor established strategies, coordinating with the Branch Leader
• Provide direction in evaluating and selecting the proper commercial companies for the agency; maintain relationships with appropriate company representatives through proper contacts and effective communication; stay informed as to market availability, and competitive markets and continuously expand knowledge of markets, sharing knowledge with the department and branch staff
• Provide supervision to all assigned colleagues, including cross-training, performance management, training and development, coaching, and disciplinary action
• Work directly with the Branch Leader, providing updates on workflow, staff, and client issues
• Develop support workflows and procedures and monitor implementation within the office; perform service audits and address any problem areas with staff; address and resolve personnel issues; provide a confident leadership presence and foster good morale within the office through a positive outlook and promotion of a team concept environment, in addition to individual excellence and achievement
• Conduct meetings, as needed, to inform, obtain input, and train staff on procedures, current developments, etc
• Respond to phone calls from clients and comply with requests and keep producers informed; handle a difficult customer or claims situations with staff where warranted
• Market business, contact clients when needed, create proposals, and handle all activities in conjunction with the producer to service clients assigned to the position; keep producers informed of important activities on their accounts
• Perform risk analysis surveys, obtain renewal information, complete applications, obtain markets, deliver policies, coordinate efforts of loss control or other services, collect payments, and resolve service problems
• Retain and develop accounts by making recommendations regarding risk handling to the Producer and/or Customer; seek the most cost-effective requested insurance coverages, prepare proposals, evaluate and recommend other lines of coverage, and provide additional resources for the client as needed
• Negotiate with the insurance companies for the most proper coverage options and competitive prices
• Perform all actions relating to customers and companies in a manner that will avoid issues involving potential errors and omissions
• Participate in seminars and other training to maintain required licenses and for knowledge and skill development
• Refer current and prospective clients to Employee Benefits Department and to the Personal Insurance Department for solicitation of those lines of business

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:

• Knowledge of rating procedures, coverage, and industry operations, to effectively manage, maintain, and write assigned client and prospect lists
• Complete understanding of insurance markets and reference to markets
• Thorough understanding of insurance underwriting procedures and coverages
• Self-starter, imaginative, creative and have the ability to influence others
• Strong computer skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.) and the ability to effectively utilize agency management systems
• Ability to work within a fast-paced, changing priority environment
• Ability to maximize staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining staff; encouraging and supporting professional development; coordinating and ensuring effective utilization of systems; ensuring adherence to policies, procedures, and productivity standards
• 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

QUALIFICATIONS:

• 7-9 Years previous commercial lines experience preferred
• 2-4 Years previous supervisory experience preferred
• Bachelor's degree in business or other relevant discipline preferred
• Current property and casualty license, or the ability to quickly obtain, required

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