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What is the job? BCAA has an opportunity to become part of our Management Team. We are looking for a Service Location Manager to lead our Cambie Village Service Location .
This position is responsible for leading and managing a sales team to deliver on the Service Location’s financial, productivity, Member experience, risk management and engagement goals.
The Manager, Service Location is responsible for overseeing the daily sales operations of a Membership-based insurance agency by providing on-
the-floor supervision and coaching, assisting Members as needed, and implementing and promoting BCAA’s corporate initiatives, standards and practices.
The Manager, Service Location identifies business-building opportunities and collaborates cross-functionally to deliver sustainable, profitable top line growth.
The Manager, Service Location is a source of positive brand impressions and builds long-lasting relationships with all of our Members to enable BCAA to be the most trusted organization in British Columbia.
What is the status? Regular Full-Time What are the hours? 35 hour work week Key Responsibilities Include What you will be doing?
Financial Growth and Productivity
Responsible for leading the sales team to the achievement of Service Location and corporate financial and productivity goals through the acquisition of new business and retention of current business (Membership and Insurance) and optimization of staffing levels within the location, as measured by :
Gross and net sales growth
Productivity (sales / FTE)
Increased product penetration per household
Effective management to optimize resources during all hours of operation
Seamless implementation of business transformation solutions and other changes as required
Management of Service Location budget and expenses
People Leadership and Engagement
Responsible for maintaining a high-energy, effective work environment with an engaged and productive sales team, by :
Building a talented team through consistent and disciplined coaching
Effectively communicating the alignment of corporate, team and individual goals
Setting clear expectations and holding team members accountable
Consistently recognizing team members
Supporting personal development plans and succession planning
Injecting positive energy and fun into the workplace
In collaboration with other internal business partners, recruiting and retaining engaged and skilled sales team members and managing team member performance
Responsible for the overall Service Location experience for Members, as measured by Member experience scores (net promoter score, Voice-
of-the-Member), and including :
Proactively managing workflow and daily operations to optimize the Member experience
Leading with a one-team approach across all Member-facing channels to provide a seamless Member experience during all types of Member interactions
Communicating and reinforcing Member experience standards and expectations to team members
Handling of Member queries and escalations
Assisting Members, as needed
Disciplined Risk Management Responsible for ensuring the Service Locations operations, document processing and Member interactions are in compliance with corporate and insurance partner standards and policies.
Ensures completion of opening and closing activities and adherence to security requirements
Fortifies the team’s disciplined risk management practices through document review, documentation and coaching
Ensures adherence to audit and underwriting standards to minimize risk and limit potential for errors and omissions
Documents, investigates and reports any potential risk issues or concerns
With appropriate licensing, provides policy authorizations as needed
Business-building Opportunities and Community Impact Working with other internal departments, identify and implement business-
building opportunities and increase the profile of BCAA in the community through support of the following :
Enthusiastic support and participation in BCAA sponsored charities (e.g. United Way)
Engaging in sustainability initiatives and activities that decrease our carbon footprint
Minimum Qualifications What you bring to the role : Minimum Qualifications
University degree, preferably in marketing or business, with a minimum six years’ experience in an insurance, financial or sales environment, including three years at a supervisory or management level (or an equivalent combination of education and experience)
Level 1 insurance license and able to obtain level 2 license within 18 months of start date in this position
Demonstrated ability to leverage analytical, problem-solving and business-building skills to meet and exceed sales goals and targets
Excellent customer service and conflict resolution skills
Proven judgment and decision-making abilities in a fast-paced environment
Sales coaching and performance management experience
Demonstrated experience with leading change
Excellent verbal and written communication skills
Demonstrated multi-tasking skills and proven ability to effectively time manage and prioritize activities
Ability to be flexible and adaptable to changing priorities
Intermediate knowledge of MS Office Suite products (Word, Excel, Outlook)
Experience with supervising an insurance agency
Level 3 insurance license or CAIB certification
Completion of Autoplan Essentials
Completion of BCAA insurance-related and leadership training
Knowledge of applicable BCAA and ICBC systems
Limited history of errors & omissions and in good standing with the Insurance Council of BC
Ability to speak alternate languages that would support particular market demographics
Background Check :
Must successfully pass a background check, which may include a criminal, credit, and credential check.