Branch Manager

Role Summary

Working for a national company, within a team oriented environment, the Branch Manager profile focuses on the management of branch services that deliver high quality, customer service oriented adjusting services within a critically fast paced environment driven by external events.

  • To lead and manage staff, proactive customer contact with respect to quality and service issues while building the individual business reputation, training and development of staff and overseeing efficiency of operations.
  • To foster a culture of recognition and high performance in an effort to retain employees.
  • Mobility is an important criterion of the role. Travel is often required on a daily basis and at times may occur outside of regular business hours.
  • The profile requires an individual with demonstrated leadership skills, a dynamic management style, and proven effectiveness and productivity within a management portfolio.

Competencies required to succeed

  • Management abilities - demonstrated skills to effectively manage people and service, using a fiscally responsible approach and an entrepreneurial focus.
  • Achievement Orientation - demonstrated initiative and resourcefulness to achieve desired goals and o objectives.
  • Problem Solving - the ability to look at situations and barriers to creatively provide solutions that meet the needs of all parties in the best collective manner possible.
  • Business Acumen - the ability to initiate and contribute to business development through visibility, displaying of technical expertise and networking.
  • Initiative - must be able to proactively identify new opportunities within the industry and successfully lead those opportunities to conclusion.
  • Service Orientation - Creates and sustains an organizational culture which encourages others to provide the quality of service essential to high performance.
  • Leadership skills - the ability to lead people effectively.
  • Determination - the ability to continue to strive for a solution despite obstacles from others and/or uncontrollable situations.

Financial Management

  • Responsible to meet or exceed revenue contributions and margins as applicable to the branch
  • Responsible for the management and collection of account receivables
  • Responsible for the management of adjusters billings and maintaining the level of interims as per company standards

File Quality / Customer Service

  • In preparation for QA file reviews, review billings and fees in accordance with client billing expectations and corporate standards
  • Handle insured and client complaints, monitor and ensure resolutions reached​
  • Review/analyze/sign adjuster’s reports, ensuring compliance/accuracy and efficiency

Technical Expertise and Support

  • In conjunction with the other Subject Matter Expert Managers act in a consultative and advisory capacity on claims matters and technical issues such as: liability determination, investigation, policy interpretation, settlement negotiation, and reserve establishment for claims
  • Provides file review feedback and in some cases direction on file completion

Adjuster Production

  • Manage budgeted revenue expectations in conjunction with individual adjuster production
  • Manage own file handling as required by management and meet production targets in line with corporate expectations

Employee Development

  • Coach and develop employees by providing on-going feedback on technical and quality issues
  • Prepare and discuss performance reviews with staff members
  • Support technical training and other development requirements

Resource Management

  • Monitor and assess resources (capacity) vs. volume in conjunction with Human Resources and the management team
  • Responsible for the recruitment and selection of adjusters for the branch
  • Provide leadership to cross-functional staff and ensure maximization of performance, motivation and production

Accountabilities [and to whom]

  • Reports to District Manager
  • Active participation and feedback in developing plans and problem solving issues – Branch personnel.
  • Participating and executing against the QA plan – QA Leader.
  • Ensure timely and quality delivery of services – Insureds, claimants and other clients.

Education, knowledge and experience required

  • A combination of education and experience equivalent to a College or University degree with minimum 5+ years’ experience as an Adjuster within the insurance services industry.
  • Candidates must hold a valid BC Level 2 or 3 Adjuster’s license
  • Associate or Fellow of the IIC or CIP or FCIP would be an asset.
  • Specialty in property preferred, multiline also acceptable.
  • Proven adjusting skills.
  • Strong communication skills both written (including technical) and oral
  • Demonstrated organizational skills with the ability to prioritize and manage conflicting priorities in an effective manner.
  • Proactive and positive approach to customer service ensuring that all inquiries are effectively dealt with in a timely manner.
  • Strong interpersonal skills allowing you to effectively deal with conflict and difficult situations.
  • Strong commitment to ongoing education and learning.
  • Demonstrated abilities in business development activities.

Environment/Work Conditions
SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process