This position is responsible for the overall operation of a Branch and all of its activities. This includes the delivery of Automotive, Member Services, Travel Agency and Insurance products. Reporting to the Regional Manager, the Branch Business 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 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.
The position may work with other leadership positions in the region to give guidance, direction and coaching to other staff members 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 and travel sales, membership sales & retention, auto travel, travel agency, and public affairs (walk in initiative) business plans. 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.
Staffing, Coaching and Recruitment
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.
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 policies, membership, travel reservations and emergency roadside assistance (as applicable). Resolution may require making decisions outside of established policies and procedures concerning billing statements, and service resolution. 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. Influence positive media coverage for the Club in identified local media.
Administrative
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. 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 comply with marketing guidelines.
Monitor budget expenses and objectives to ensure that the branch operates within 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
the Club and outside organizations) regarding utilities, trash, mail, supplies,
keycard, 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 skills. 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 the daily branch operations and the needs of the sales performance objectives. Position may require making decisions outside of established policies and procedures when in the best interest of the member. 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 other regional support staff for guidance.
Qualifications
Bachelors Equivalent combination of education and experience preferred
7-9 years Progressive experience in Branch Operations or Sales required
4-6 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 organizations 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; MRM Portal, PSAR, STAT, APOLLO, VIEWPOINT, MACS, EICS, TRAVEL PORTAL, KRONOS, HUON, LEXUS/NEXUS, PEPSC, AIP 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
Remarkable benefits:
• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)
"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