Branch Lead

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead the setup and operational launch of the new branch.
• Develop and implement office strategies in collaboration with the management team.
• Manage budgets, review financial performance, and ensure financial targets are met.
• Review team capacity and present findings to the executive team, including decisions on adjusting territory coverage and turning services on/off as needed.
• Forecast staffing needs, address any staffing issues, and ensure the branch is equipped to handle current and future workloads.
• Oversee claims distribution, project management, and customer satisfaction.
• Ensure compliance with Merit's standards for safety, integrity, and quality.
• Receive and field all incoming insurance opportunities, including call-ins, adjuster referrals, program assignments, and leads.
• Scope damages at sites, create estimates, and submit them to insurance companies for approval.
• Coordinate repairs using our approved contractors, ensuring all projects meet Merit's standards.
• Manage deadlines, progress, and quality across multiple projects simultaneously.
• Use Xactimate & Cotality Estimate software to estimate each loss accurately.
• Serve as an Estimator and Project Manager for large losses as needed.
• Oversee claims distribution and monitor performance metrics (POMs or equivalent).
• Manage all branch personnel, including Project Managers, Estimators, Mitigation Project Managers, Mitigation Technicians, and Project Helpers.
• Support team members in handling daily customer service concerns and complaints, providing guidance and constructive feedback as needed.
• Address and resolve any escalated customer service issues, ensuring client satisfaction.
• Conduct 30, 60, and 90-day reviews for new hires, annual assessments for team members, and provide regular feedback based on internal evaluations and client feedback.
• Develop, improve, and implement performance and production goals for all departments, discussing these metrics with the executive team regularly.
• Lead weekly operations meetings with all team members to review progress, address concerns, and align on goals.
• Build, motivate, and maintain high-performing teams to ensure successful project completion.
• Communicate program changes to the claims management team and assist in on-call rotation.
• Review and approve PTO and vacation time.
• Act as the "face" of the company in the market specific to the unit.
• Build and maintain strong business relationships with clients, insurance adjusters, brokers, and TPAs.
• Ensure high-level customer service by proactively addressing client concerns and ensuring satisfaction.
• Seek alliances to improve performance and participate in client development initiatives.
• Monitor and develop client relationships with insurance companies.
• Review and monitor billing, cash collections, and branch health on a weekly basis.
• Coordinate and discuss weekly finances and operations with the executive team to ensure alignment with company goals.
• Supplement efforts in Emergency Services, Estimating, Core Claims Project Management, and Large Loss Project Management as needed to ensure smooth operations and project completion.
• Achieve a minimum gross profit margin as per company standards.
• Assist the Accounting Manager with job costing, invoicing, and mortgage company communications.
• Approve and submit invoicing and participate in collections and legal matters when needed.
• Ensure the proper maintenance of facilities and equipment.
• Assist in insurance facility maintenance and ensure compliance with Carrier Program SLAs.
• Assess and resolve maintenance-related issues with office spaces, MIT shops, vehicles, and equipment.
• Review MIT supplies and equipment on a weekly and monthly basis to ensure sufficient stock and operational readiness.
• Approve and submit supply or equipment orders greater than $1,000 with the Accounting Manager prior to purchase.

Requirements

• Minimum of 5 years in the restoration or construction industry.
• Proven leader with strong team-building, motivation, and retention skills, capable of running daily branch operations while still carrying a full project load of their own.
• Self-directed and driven — you take ownership of outcomes, not just activities.
• Strong organizational, planning, and time management skills with the ability to prioritize across multiple projects at once.
• A clear, confident communicator — with clients, adjusters, your team, and the executive team.
• Resilient and resourceful, especially when launching or stabilizing a new office.
• Strong problem-solving skills, with a customer service mindset that includes negotiation and conflict resolution.
• Detailed with a focus on accuracy and quality.
• Demonstrated ability to grow sales, with an understanding of budgeting, profit margins, and profit and loss statements.
• Experience with XactAnalysis, Xactimate, and Cotality Estimate (Symbility) is preferred, but training will be provided if needed.
• Level 1 certification in Xactimate or willingness to obtain certification.
• Knowledge of TPA procedures is a plus.
• Bachelor's degree (BA/BS) or equivalent experience is a plus.
• Valid driver's license and eligibility to work in the United States.
• Ability to pass a background check and drug screening; no felony convictions.

Benefits

• 401(k) plan with matching contributions.
• Dental insurance.
• Health insurance.
• Life insurance.
• Vision insurance.
• Unlimited Paid Time Off (PTO).