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
LeadershipCommunication Strategic Thinking Customer Service.Adaptability and Organizational Skills.Attention to Detail. FUNCTIONAL COMPETENCIES
Operational ManagementFinancial AcumenRegulatory Knowledge Performance Management Technology ProficiencyRisk 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.
