Branch Operations Manager

**Branch Operations Manager & Insurance Broker - Service**

Our Mission: Bring Clarity to Insurance

Southampton Financial is a value-added strategic investor in the Canadian property and casualty distribution space. We are the majority equity owner of Alteri Insurance and have acquired Onlia Insurance and aha insurance in recent months. Our goal is to build the insurance brokerage of the future by combining leading-edge technology with high-quality brokers catering to the overall insurance needs of Canadians by providing them with customized solutions to suit their individual needs.

At Southampton Group of Companies, we're not just merging companies; we're fusing expertise, innovation, and a relentless commitment to excellence. Our purpose is clear: to disrupt the insurance landscape in Canada. As we assemble a team of industry heavyweights, our goal is to make this vision a reality. In our collaborative, fast-paced, and agile environment, we strongly believe in empowering every member of our team to take ownership of their role. Together, we're dedicated to building a best-in-class experience for our customers.

Alteri Insurance is seeking a Level 2 or higher Insurance Advisory professional to join our dynamic team in based out of our Yaletown location. As an Insurance Branch Manager & Broker, the scope of your role requires a two-faceted focus.

**Key Accountabilities**:
KA1 Managing a team of insurance professionals, including performance, recruitment, onboarding and day to day administrative needs. Developing the staff into a cohesive and collaborative team.

KA2 Oversee brokerage operations and insurance sales processes to identify areas for improvement in daily operations to ensure excellence and seamless customer experiences. Act as senior level for addressing client concerns (client escalation).

KA3 Develop and maintain structured processes for sales and tracking Letters of Brokerage (LOB), while ensuring data accuracy and documentation within the EPIC system.

KA4 Administer user roles, permissions, and commission processes in EPIC, ensuring compliance, accurate payouts, and timely AR collections to improve cash flow.

KA5 Serve as the main communication point for insurance markets, brokers and staff, leading team meetings, gathering feedback, and improving the overall broker experience. Develop and track critical KPI’s.

KA6 Deliver key reporting including the accurate monthly commission calculation for brokers.

KA7 At all times, keep a high standard of governance and compliance. Conduct & support internal and external audit processes. Oversee sales operations to maintain required compliance.

KA8 Actively participate in the annual business planning exercise. Establish strategic initiatives and accomplish financial objectives by gathering pertinent business, competitive, financial, service and operations data and forecasting requirements to prepare a plan for operations. Cascade goals and targets to team members.

KA9 For new business as well in the book of business for which you are responsible, maintain strong relationships with clients by understanding their insurance needs and providing exceptional customer service.

KA10 Conduct thorough assessments of client's insurance requirements, analyze their existing coverage, and recommend appropriate insurance solutions to address their unique needs

KA11 Handle policy endorsements, renewals, and policy adjustments promptly and accurately, ensuring compliance with insurance regulations and company guidelines.

KA12 Assist clients in the claims process, acting as a reliable point of contact and guiding them through the necessary steps to ensure a seamless claims experience.

KA13 Stay up-to-date with the latest insurance products, industry trends, and regulatory changes to effectively educate and advise clients on available coverage options.

KA14 Identify opportunities to upsell or cross-sell additional insurance products that align with the client's needs, increasing customer satisfaction and company revenue.

KA15 In the book of business for which you are responsible, maintain accurate and organize client files, and for ensuring all interactions and transactions are properly documented in compliance with company policies and procedures.

**Qualifications and Competencies**:

- Post-secondary education and/or equivalent on the job experience
- 3+ years’ experience in the insurance industry, including both personal and commercial insurances
- Must have your General Insurance Broker License Level 2 (Preferably Level 3) in British Columbia. An equivalent Alberta license is also preferred.
- Strong understanding of insurance products, regulations and best practices.
- Exceptional customer service skills with a genuine passion for helping others and providing personalized insurance solutions tailored to our clients.
- Excellent verbal and written communication skills
- Detail-oriented and adept at managing multiple tasks simultaneously, ensuring accu