Leads and develops a team through coaching, career development, succession planning and communication. More specifically,
- Builds a talented team through consistent and disciplined coaching to deepen Member relationships
- Effectively communicates and aligns the location’s activities with the corporate strategy
- Sets clear expectations and holds team members accountable
Member experience delivery:
Consistently meets or exceeds established Member experience standards and BCAA/CAA metrics within the location. Leads with a “one-team” approach across all Member-facing channels (in-person, phone and web) to provide a seamless Member experience during all types of Member conversations.
Meets or exceeds established sales growth targets through effective business planning and execution of plans. This includes the acquisition of new Insurance and Membership business and retention of current business.
Optimizes productivity and staffing levels within the location. With the support of BCAA systems and tools, adheres to processes and standards. Implements business transformation solutions and other changes as required. Constantly ensures a team of 70 employees support the practice of workforce Management and strive to meet internal Contact Centre metrics related to member experience and staffing levels.
Maintains a high-energy, effective sales and service work environment with a highly engaged and productive sales team. Recruits and retains skilled team members. This is demonstrated through consistency in recognizing team members, enthusiastic support of corporate campaigns, developmental and succession planning and injection of positive energy and fun into the workplace.
Disciplined risk management:
Ensures the location’s operation, document processing and Member conversations are in compliance with corporate standards. Fortifies the team’s disciplined risk management practices through continuous development of team members.
If you are the supervisory level 3 for the sales location, you are also responsible to the Insurance Council of BC for the activities of this location and to ensure that your team meets all regulatory requirements in relation to the sale of insurance products. Daily responsibilities for checking documents and inventory does not necessarily fall to the level 3 individual, but this responsibility still remains with the management team to designate as they see fit.
In collaboration with Marketing and other BCAA internal partners, engages in activities that decrease the team’s carbon footprint, participates in BCAA sponsored events with the Road Safety Foundation, and corporate sponsored charities.