Director, Retail Services Jobs

Reporting to the Vice President, Operations; the Director, Retail Services provides oversight and leadership to Regional Branch Leaders and Team Leaders accountable for the achievement of sales targets and branch operations. The position is responsible for promoting a culture of superior service via collaborative problem solving along with providing recommendations to improve operations ensuring a high level of customer satisfaction and staff engagement.

Leadership

• Provide guidance to Regional Branch Leaders for overall performance of staff based on scorecards and company goals.
• Lead Monthly Team meetings with Regional Branch Leaders and Team Leaders.
• Ensure all staff have regular access to individual check-ins with the respective Leader and review with Leaders to ensure positive staff engagement.
• Coach and mentor team members to improve their own productivity and use of processes and systems consistently across the company.
• Ensure monthly scheduled staff meetings are set for all branches with periodic attendance at meetings.
• Monitor and report on results by tracking key performance indicators with Regional Branch Leaders to support growth and opportunity in branches.
• Develop strategies for the selection, training, and development of staff to ensure talent retention and promote a culture of continuous learning by supporting training and education throughout the region.
• Participate in strategic plan implementation by taking on assignments as required and include staff to ensure a diversity in thought and perspective to all initiatives.
• Demonstrate and communicate organizational Vision, Mission, and Values in all interactions with company staff.
• Ensure consistency, understanding and adherence to company processes, procedures, and policies for operations.
• Manage staff performance by developing and implementing strategies and plans to address staff development to meet customer needs and expectations.

Customer Experience & Sales

• Help develop and manage a functional referral and prospect program to grow insurance sales opportunities that can be monitored and measured.
• Provide monthly analysis on the Auto Insurance book of business including Autopac data.
• Work collaboratively with Regional Branch Leaders and Team Leaders to meet and/or exceed annual sales goals for branch and regions.
• Ensure the customer experience aligns to the values and goals of the company and that all staff maintain relationships with customers to enhance the company’s brand and reputation.
• Collaborate with leaders to ensure that all staff are aware of the right products and services for their insurance needs.
• Provide monthly production analysis on the Personal Lines book of business.
• Share and promote strategic actions to achieve sales targets and expand customer base.
• Develop and implement sales training and processes aligned with strategic initiatives and provide coaching to staff through leadership command as needed.
• Ensure the company has active participation in communities within the region which can develop leads, increase brand value, and expand our business network.

Operations

• Attend and participate in monthly Leadership Team meetings bringing forward all relevant ideas, issues and concerns that may help the company improve for staff and customer experiences.
• Help review and bring forward ideas to improve the customer experience as needed.
• Review processes and solicit ideas for change that can help create efficiencies for staff, sales, engagement, and growth.
• Develop and collaborate with Leaders on a customer experience journey that aligns with strategic goals.
• Support retention strategies for region and branches and help monitor retention reports with regular reviews with leadership.
• Participate in budget process including allocations with staff and marketing at the branch level.
• Ensure all administrative tasks are assigned and completed accurately while complying with company processes and standards.
• Manage adherence to company Core Values and ensure staff are aware and practicing to the best of their ability via review with Leadership.
• Establish best practices and procedures that drive and support the organization's ability to meet operational, financial, and service requirements.