Branch Supervisor

Summary

To oversee and coordinate the daily operations of the branch, ensuring compliance with industry standards and regulations, while providing excellent customer service and achieving performance targets. The Branch Supervisor will act as a key liaison between staff, customers, and management while fostering a culture of professionalism and continuous improvement.

Responsibilities

• Operational Management:

  • • Supervise daily Branch activities to ensure efficient operations and adherence to established policies and procedures.
  • • Manage workflows, ensuring timely and accurate processing of transactions, claims, and other insurance-related services.
  • • Monitor Branch inventory and administrative supplies, ensuring availability and proper use.
  • • Compliance with the Financial Service Commission (FSC) guidelines, financial regulations and company procedures.
  • • Oversee the quality and accuracy of activities pertaining to Underwriting and Risk Management.
  • • Perform other related duties consistent with the general level, nature, function and scope of the job.

• Customer Service Excellence:

  • • Oversee service delivery by maintaining a high customer satisfaction and loyalty.
  • • Handle escalated customer inquiries or complaints, providing solutions promptly and professionally.
  • • Ensure the provision of timely competitive quotes to customers and intermediaries in alignment with budgetary and quality targets.
  • • Protect the reputation of the company and industry through ethical conduct, decorum and empathy with customers and stakeholders.
  • • Promote a customer-focused environment by training staff on best practices and service standards.

• Team Leadership and Development:

  • • Lead, mentor, and motivate branch staff to achieve individual and team performance goals.
  • • Ensure that Branch Staff are compliant with the company’s policies and procedures.
  • • Identify training needs and ensure team members complete relevant professional development, including College of Insurance and Professional Studies (CIPS) certifications.
  • • Conduct regular performance reviews and provide constructive feedback to staff.
  • • Maintain a level of competence consistent with the changing requirements of the company and the insurance industry

• Sales and Business Development:

  • • Support the Direct Sales Manager in meeting sales targets by driving cross-selling and upselling initiatives.
  • • Effectively supervise, direct and coordinate underwriting personnel, activities and functions within the team to meet underwriting objectives.
  • • Identify opportunities for new business growth within the market.
  • • Collaborate to execute promotional campaigns and branch-specific marketing initiatives.

• Risk and Compliance:

  • • Ensure all operations comply with regulatory requirements, company policies, and FSC standards.
  • • Conduct periodic audits and quality checks to identify and mitigate risks.
  • • Maintain accurate records and reports for internal and external audits.

• Reporting and Communication:

  • • Prepare and present performance reports to the Direct Sales Manager, highlighting achievements and areas for improvement.
  • • Act as a communication bridge between branch staff and senior management, ensuring alignment with company goals and objectives.

• Key Performance Indicators (KPIs):

  • • Customer satisfaction scores
  • • Branch operational efficiency metrics
  • • Staff training completion rates
  • • Sales growth and revenue targets
  • • Compliance audit results

Required Skills

• Leadership:

  • • Ability to inspire and manage a team effectively.

• Customer Focus:

  • • Strong commitment to delivering exceptional customer service.

• Regulatory Knowledge:

  • • In-depth understanding of insurance regulations and FSC standards.

• Analytical Skills:

  • • Capability to analyse branch performance and identify areas for improvement.

• Communication:

  • • Excellent verbal and written communication skills for engaging with all stakeholders; and ability to build relationships with customers and stakeholders.

• Problem-solving:

  • • Strong ability to resolve conflicts and challenges proactively.

Qualifications

• Education:

  • • Bachelor’s degree in Business Administration or related field

• Certifications:

  • • Insurance certification from either CIPS, CII or any other recognised institution

• Experience:

  • • Minimum of 3-5 years in the general insurance industry, with at least 3 years in a supervisory or leadership role.
  • • Proven experience in operations, customer service, and sales.
  • • Competent in Microsoft Office Suite and Insurance applications
  • • In-depth knowledge of insurance products and coverage types.
  • • A valid driver’s license and reliable motor vehicle are required for performing job duties that may involve travel.

Additional Information and Instructions

• Working Conditions:

  • • Office-based role with occasional travel for training or business development.
  • • Prolonged periods sitting at a desk working on a computer and telephone.
  • • Forty (40) hour work week, where the Branch operates from Monday to Friday between 7

Submit your application with a cover letter letting us know which branch you’re applying for, along with your resume, by 5:00 pm on Thursday, January 30, 2025, via email to careers@bcicjamaica.com.

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