AAA Northeast

Branch Manager II

Job Locations US-NY-Farmingdale
ID
2021-5522
Category
Customer Experience
Type
Full Time Employee
Employment Type
Regular Employee - (REG)
Work Schedule
M-F 8am -5pm rotating Saturday's 8am to 2pm

Overview


Manages the daily branch activities and oversees the delivery of customer service across member services for all business lines in the branch. Using independent judgement, makes decisions which affect member satisfaction and exercises authority to resolve problems. Assumes full responsibility for the branch, including but not limited to; coaching, training, hiring and safe-guarding branch assets. Ensures that Branch Operations works to achieve profit and growth goals as directed by the District Manager/Director. Safeguards all member/employee confidential data as well as maintaining all safety guidelines with club standards. Maintains a positive and safe work environment.

Responsibilities


Manages the employment process for branch staff, including hiring, training, coaching and motivating a driven, positive and successful team and performance management. Establishes performance standards and goals, focusing on limiting errors by ensuring compliance with standardized procedures. Ensures that staff is thoroughly knowledgeable club products. Stays abreast of all business lines sales goals and promotions. Monitor goals of business line and reinforces priorities. Maintains awareness of branch standing to goals and discuss with staff daily. Coaches and develops staff to drive set results. Works to ensure adequate staffing levels in the branches. (30%)
Stays abreast of all business lines sales goals and promotions. Develop, implement, and monitor with district manager a sales plan to meet and exceed sales goals. Maintains awareness of branch standing to goals and discuss with staff daily. Works with District Manger to demonstrate a thorough knowledge of market segments by analyzing historical data and trends. Stays abreast of other business line goals, provides support and direction as needed. Acts as a liaison with other business lines and their staff. (25%)
Ensures overall member experience is met by handling member issues, managing wait times, checking office merchandise, monitoring interactions between staff and members and includes servicing members directly, includes all business lines in branch. (15%)
Keeps abreast of industry changes that may impact business. Analyzes industry trends and makes recommendation to senior management regarding marketing, products, etc. Keeps staff informed of industry changes, agency and Club changes, and vendor requirements. Maintains an awareness of market trends. Independently organizes special promotions & events to promote and sell AAA products and services. (10%)
Ensures company policies and procedures for the day-to-day management of the branch facility, including security of the office. Oversees the maintenance and physical appearance of branch office, ensuring compliance with Club standards. Identifies needs for improvements and/or repairs and coordinates activity with Facilities. Works with other departments, ie HR, Safety and IT as needed. (10%)
Represents Club in local community, participating in civic events. Builds relationships with town council, Chamber of Commerce, police departments, local businesses, and educational groups to enhance AAA presence. Represents the Branch at Club sponsored events. (5%)
Participate with special projects/events. (5%)
Other duties as assigned.

Qualifications


Education/Licenses/Certifications:
Bachelors degree required; or 6-8 years of additional relevant experience

Experience:
5 years Customer Service; retail/banking environment preferred
3 years Supervisory / Management

Skills & Abilities:
Think, Act & Be Safe.
Ability to maintain confidentiality.
Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
Ability to proactively and consistently close sales and generate referral opportunities by assessing customer needs, cross selling and up selling products and services.
Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations.
Ability to implement efficient operating procedures, monitor expenditures, and adapt to changing priorities and conditions.
Ability to identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills.
Ability to schedule and plan assigned activities so that goals and priorities are achieved.
Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
Ability to operate a computer with relevant software applications.


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