Role: Branch Manager
Company: Open + Direct, Newtownards
Track Record: Rosemary Mageean has been Branch Manager of Open + Direct’s Head Office Branch in Newtownards since September 2012.
She joined the company in 1994 and has progressed from Customer Advisor to Team Leader to Branch Manager, gaining her insurance qualifications along the way as well as management and training qualifications. She is responsible for the day to day running of the branch, managing the performance of three teams and the training needs of 25 staff members.
7am
My husband, Gary is working an early shift, so this morning it’s my turn to wake the kids, get them washed, dressed and fed before leaving them to school.
8.30am
I like to get into the office before 8.30am, just to get caught up on emails and get organised.
9am
All 25 members of staff are at their desks. The phones start ringing straightaway, so everyone is busily working within a few minutes.
9.15am
I’ve got my monthly regional meeting this morning, so four other Open + Direct branch managers are on their way to meet with our senior manager, Ken. Our regional meeting is partly a review of the month before and partly planning ahead.
Like any retail business, our sales figures are key, however Open + Direct places huge importance on other statistics such as customer satisfaction, query reporting and calls answered.
Every branch manager is especially proud of our customer retention figures – it’s a mark of how happy customers are with our service.
12 noon
I arrange a meeting with each of my three team leaders for this afternoon.
12.30pm
Today we’re presenting a cheque to charity and the local newspaper is dropping by to take a photo. We had a great laugh last year when a few of the guys in the office raised money during ‘Movember.’
We did have to explain to a few customers that no one was moonlighting as a Freddy Mercury tribute act!
2pm
First meeting with team leader for the “Renewals Team,” Amanda. We work together on an individual coaching plan for a colleague who has moved to her team from elsewhere in the business.
This will involve some ‘classroom’ style learning which myself and Amanda will deliver jointly and some side-by-side coaching which Amanda will work on separately.
2.30pm
Second meeting, this time with ‘New Business’ Team Leader, James. James’ team won Sales Team of the Year and James won Team Leader of the Year at our last company awards – so I have no concerns about how he’s doing.
We agree a plan on how to keep his team motivated so we can win again next year! James has also recently completed his Diploma in Insurance, so we discuss his training plan following this milestone in his career.
3.00pm
My old team are performing really well under their new Team Leader, William, so this meeting is another quick chat.
We discuss how he is settling in and what we can do as a business to support him.
3.30pm
Amanda has been called out of the office due to a family emergency. As a mum to two kids myself, I understand the pressures of being a working mother.
It just goes to show that no two days are ever the same and this is exactly why I keep my schedule loose – so I can respond to little emergencies like these as they arise.
4.30pm
Final blast of email clearing! We also have a staff member coming back to work after maternity leave next week so I take some time to go through her record so we can be prepared for the training needs she will have upon her return.
Things change so quickly in insurance and it’s vital that all staff are really up to speed on every little change.
5.15pm
I do try and get out as close to five as I can but sometimes it’s just not possible. I make some notes on priorities for tomorrow and shut everything down. Home time!
6.45pm
Gary is home before me today so he has already picked up the kids, started dinner and is helping with homework. If only every day was like today! Work isn’t really over until we’re all sitting down for dinner and that’s my favourite part of the day – chatting and finding out about everyone’s day.
8pm
Dishes done, Emma playing with her Nintendo DS on the sofa and bedtime for our little boy, Drew. Time for a bit of a telly catch up – I love the soaps and shows like Masterchef and The Apprentice. Emma is already drifting off beside us on the sofa, so it’s soon bedtime for her too.
9pm
I normally pack all the lunches the night before and sort out any gym kits, musical instruments, or whatever the kids will need for tomorrow.
10pm
A wee cup of tea before bed. Even though my kids are 9 and 6 years old I always have a wee peek to check if they’re sleeping – I can’t help it!
I normally head to bed around half ten but might stay up to read a little before lights out. Ready for another day!