Branch Operations Manager at AIICO Insurance

• The Branch Operations Manager is responsible for overseeing and optimizing the daily operations of AIICO Insurance branches, ensuring efficiency, compliance, and high-quality service delivery.
• This role involves managing staff, optimizing operational processes, and implementing strategic initiatives to drive branch performance and support overall company goals.
• The manager will also be responsible for management information system development, analyzing branch performance metrics, financial targets, identifying areas for improvement, and ensuring alignment with corporate policies and objectives.

FUNCTIONS & RESPONSIBILITIES

• Serve as the Chief Liaison Officer and Coordinator for operational effectiveness and efficiency in branches with the centralized functions and Strategic Business Units (SBUs).
• Develop and implement operational policies, processes, and procedures to enhance productivity, quality, and customer satisfaction in branches.
• Monitor branch-level costs, and budgets, and take corrective actions as needed.
• Analyze branch data and key performance indicators (KPIs) to identify areas for improvement and implement solutions.
• Coordinate with the SBUs, Branch Managers and Corporate Office on strategic planning, branding, and branch office workspace planning, standardization and management.
• Serve as the primary point of contact for branch-level administrative services and other external stakeholders.
• Discuss risk improvement recommendations on site with insured’s representative.
• Ensure compliance with all relevant regulations (e.g., business tax, development fees, etc.) that would impact on branch operations.
• Collaborate with branch managers and corporate leadership to share best practices and drive continuous improvement in branches.
• Collaborate with the Information Technology function to ensure smooth operational activities in branches.
• Manage the process of closing of branches and coordinating with the Estate and Facility Management to ensure company’s assets are transfer to the designated branches or locations.
• Collaborate with Strategy function and Strategy Business Units (SBUs) to develop and execute branch-specific strategies in alignment with overall company goals and objectives.
• Collaborate with Digital Marketing and Communication function to ensure workspace standardization is maintained in all business locations.
• Collaborate with Assurance functions (i.e., Enterprise Risk Management, Internal Audit, Internal Control, Compliance function and Financial Control) to identify opportunities for growth and improvement within the branch operations.
• Collaborate with Information Technology function to identify, implement new technologies and processes to enhance operational efficiency and customer service.
• Analyze branch performance metrics and prepare regular reports for senior management.
• Report on a periodical basis the operational activities and challenges to the Executive Management through the Directorate the function will be established.
• Identify trends, risks, and opportunities, and develop action plans to address them.
• Monitor key performance indicators (KPIs) and adjust strategies as needed to achieve targets.
• Collaborate with Human Capital and SBUs to speed the recruitment process for vacant positions in branches, train, fostering a positive and productive work environment.
• Collaborate with Human Capital to conduct regular performance evaluations, provide feedback, and implement training programs to enhance branch staff skills.
• Promote a culture of continuous improvement and professional development.
• Identify and mitigate operational risks within the branch.
• Ensure all branch activities comply with company policies, legal requirements, and industry regulations.
• Develop and implement risk management strategies to protect the company’s interests.
• Work closely with other branches and departments to ensure consistency and alignment of operations.
• Participate in regional and corporate meetings to share insights and best practices.
• Support cross-functional initiatives and projects as needed.

CORE COMPETENCIES

• Leadership
• Communication
• Strategic Thinking
• Customer Service.
• Adaptability and Organizational Skills.
• Attention to Detail.

FUNCTIONAL COMPETENCIES

• Operational Management
• Financial Acumen
• Regulatory Knowledge
• Performance Management
• Technology Proficiency
• Risk Management
• Training and Development

EDUCATION AND EXPERIENCE

• Bachelor’s degree in insurance, Business Administration, Finance, or a related field. A Master’s degree is a plus.
• Professional certification is mandatory.
• Minimum of 5-7 years of experience in branch operations management, preferably in the insurance industry.
• Proven track record of successfully managing branch operations and achieving performance targets.
• Strong knowledge of insurance products, services, and industry regulations.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work independently and make strategic decisions.
• Strong customer service orientation and problem-solving skills.