Assistant Manager

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This position is responsible for supporting the Manager of the Nanaimo BCAA service location, in leading and managing a team to deliver on financial, productivity, Member experience, risk management, engagement and other operational goals as required. The Assistant Manager will oversee the daily operations of their line of business by providing on-the-floor supervision and coaching, assisting Members as needed, and implementing and promoting of BCAA’s corporate initiatives, standards and practices. This position will also assist Members as needed. The Assistant Manager 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.

Key Responsibilities:

- Financial Growth and Productivity_

Responsible for leading the sales team to the achievement of 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:

- Execution of Service Location business plan

Gross and net sales growth
- Productivity (sales / FTE)
- Membership count
- Increased brand loyalty through effective execution of marketing activities
- Effective management to optimize resources during all hours of operation
- Seamless implementation of business transformation solutions and other changes as required
- People Leadership and Engagement_

With the Manager, 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
- Member Experience_

Responsible for supporting the overall experience for Members 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_

With the Manager, of the Nanaimo Service Location, responsible for ensuring the Service Locations operations, document processing and Member interactions are in compliance with corporate and insurance partner standards and policies.
- Reviews daily cash reports and balancing
- Supports back-up reconciliation of ICBC and NEAT Systems
- 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, develops and executes action plans where required
- Documents, investigates and reports any potential risk issues or concerns
- Business-building Opportunities and Community Impact_

With the manager, 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
- Acquires and maintains industry, product and systems knowledge_
- Maintains a working knowledge of all BCAA Membership and insurance manuals, best practices, standards, policies and systems
- Attends required BCAA and industry training courses
- Keeps up-to-date with industry knowledge and competitor’s product offerings
- Maintains annual insurance licensing requirements

Qualifications:

- Minimum Qualifications_
- Completion of post-secondary diploma or degree, preferably in marketing or business, with a minimum four years insurance experience including two years at a supervisory or management level in an insurance, financial or sales environment (or an equivalent combination of education and experience)
- Demonstrated ability to leverage analytical and problem-solving skills