Director, Branch Operations

POSITION OVERVIEW The Director, Branch Operations leads the development and implementation of Waypoint’s Auto Insurance strategy in the Lower Mainland in alignment with overall Auto Insurance strategy. This role has a heavy focus on AutoPlan Service at Dealerships (ASD) branch locations. This role plays a critical part in maintaining and growing Auto Insurance revenue and expanding market share by monitoring, guiding, and enhancing Auto Branch and ASD Branch performance in targeting, activating, and maintaining new and existing Waypoint clients.

The Director, Branch Operations oversees a team of Branch Managers, working on developing operational efficiencies and enhancing Waypoint’s customer service levels. This role acts as a partner to the Director, Branch Operations on Vancouver Island and other lines of business leaders to ensure a connected “One Waypoint” approach focused on cross-selling opportunities and continuous growth. RESPONSIBILITIES: DEALERSHIP STRATEGY AND PERFRMANCE • Executes the direction, vision, and strategy for ASD branches within the Lower Mainland. • Defines, monitors, and communicates the key performance indicators for Dealerships (sales, retention, service-related targets, etc.) • Defines, monitors, and communicates key performance indicators for the Dealerships by region, ensuring performance meets or exceeds targets. • Provides high level direction, coaching and mentorship to Branch Managers, offering coaching and performance support where required. • Stays abreast of market trends, competitor activities, and emerging opportunities.

BRANCH STRATEGY AND PERFORMANCE • Execute the direction, vision, and strategy for Branches, in alignment with Auto strategies and objectives located on the Lower Mainland. • Defines, monitors, and communicates the key performance indicators for Auto Branches. • Define and support the annual Branch operating plan, documenting key decisions required to effectively operate Branches for each fiscal year. • Monitors Branch performance, ensuring regional teams meet or exceed sales targets, providing coaching and performance improvement support where required. Local Touch. National Strength.™ • Implements the sales performance improvement program where required to correct and focus performance specific to each Branch. • Provides direction, coaching and mentorship to Branch Managers.

SALES STRATEGY AND PERFORMANCE • Develops and implements the strategic direction, vision, and goals for the Auto Insurance department, including growth and resource planning, in collaboration with the Director, Branch Operations – Vancouver Island. • Leads a sales culture through cross selling, upselling, and referrals by working directly with all departments to drive sales. • Establishes, tracks, and communicates key performance indicators to ensure continued growth. • Provides leadership, coaching, and mentorship to Branch Managers, ensuring effective use of resources and support throughout the entire customer experience. • Oversees Lower Mainland Auto Branches performance, ensuring teams meet or exceed performance targets, and offers support and coaching for performance improvement as needed. • Shares and benchmarks renewal best practices across the Waypoint organization. • Keeps up-to-date with market trends, competitor activities, and emerging technologies related to Sales within Branch and Dealership Operations. • Collaborates with stakeholders to create and update documented processes and procedures for the entire Auto Department. CUSTOMER EXPERIENCE STRATEGY • Collaborates with the VP, Auto Sales to implement the ‘Waypoint Way’ Customer Service strategy across the Lower Mainland Auto Branches. • Defines, tracks, and communicates the customer journey, ensuring alignment with the Director, Branch Operations – Vancouver Island and the VP, Auto Sales. • Partners with other departments to implement and review customer survey results, ensuring effective use of feedback. RELATIONSHIP MANAGEMENT • Cultivates strategic partnerships to drive sales, identifying opportunities for cross-selling and upselling. • Supports the VP, Branch Operations and VP, Auto Sales with complex or non-routine inquiries. • Engages appropriate Waypoint expert resources to ensure clients receive comprehensive information, resources, and support. • Collaborates with the Director, Branch Operations – Vancouver Island to drive efficiencies across the Lower Mainland and Vancouver Island. • Serves as a subject matter expert, providing Auto Insurance expertise to colleagues and clients.

MANAGEMENT DEVELOPMENT • Initiating projects and processes beyond established organization practices to ensure the continued improvement of processes, procedures, and any other departmental initiatives that are necessary for the growth of the department. • Lead projects from start to finish by assessing, planning, delegating, when applicable, and following up to ensure successful completion. • Actively learning and developing your skillset in a variety of areas with a minimum requirement of 2 hours a month dedicated towards your personal and professional learning and development. OPERATIONAL EXCELLENCE • Collaborates effectively with all other departments with Waypoint that are applicable. • Ensure compliance with the Insurance Council to avoid Errors and Omissions. • Engage in ongoing training and skill development, ensuring continuous improvement in insurance knowledge and brokerage operations. • Support departmental projects to ensure efficiencies. Additional duties and responsibilities may be added during the course of employment.

REQUIREMENTS: • Degree in Business Administration or related field • Level 3 Insurance License, CAIB or CIP completion • 8 years of experience in Auto Insurance • 5 years of leadership experience managing teams • Demonstrated experience leveraging analytics and leading teams to exceed sales targets • Strong people management and leadership experience with the exceptional ability to mentor and coach • Collaborative team player, focused on driving a positive client experience • Strong influencing and communication skills with the ability to motivate others while being aware of and responding to unique needs • Strong strategic planning and execution skills, with the ability to develop and implement growth strategies that align with organizational objectives • Excellent critical thinking skills with the ability to problem solve and remedy client challenges • Proficiency in using insurance management software such as EPIC and Microsoft Office Suite. Waypoint is actively committed to supporting diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities.

We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2) persons.