Branch Lead - Dallas Office

Branch Lead for Merit Restorations

Welcome to Merit Restorations. Our team of experts specializes in mitigating and rebuilding residential and commercial properties damaged by fire, water, storms, and other disasters. We work with leading insurance carriers, handling everything from cleanup to complete rebuilds, with a focus on safety, integrity, and advocacy. As passionate entrepreneurs, we pride ourselves on taking complete ownership of our jobs and responsibilities.

At Merit Restorations, our commitment to you is as unwavering as your commitment to the company. We stand united in the pursuit of excellence, fostering an environment where growth is not just a possibility but a way of life. In this dynamic landscape of the restoration industry, our company’s needs and expectations are constantly changing. To thrive and take on leadership responsibilities at Merit, you must be willing and able to grow with us.

As a Branch Lead for Merit Restorations, your primary role will be managing the daily operations of the office, including oversight of both office and field personnel. In this capacity, you will maintain your current role as a Project Manager, ensuring the successful execution of projects and consistently meeting client and company expectations. You will be expected to take full ownership of the branch's success, demonstrating flexibility by stepping into various roles as needed, such as serving as an Estimator or Project Manager on large losses. Your responsibilities will also include administrative support and strategic decision-making to ensure the branch operates efficiently, meets financial targets, and upholds Merit Restorations' standards for quality and customer service. Your leadership will be crucial in fostering a high-performance team, managing claims distribution, and building strong client and business relationships to drive the branch’s overall health and success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

OFFICE STRATEGY & BUDGETING

• 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.
• Participate in the recruiting and hiring process, making key decisions ("Red light / Green light") on staffing.
• 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.
• Develop, maintain, and enhance training protocols for all required positions, including Emergency Services, Core Claims Project Management, and Large Loss Estimation.
• Stay current with industry standards by maintaining relevant IICRC certifications and completing at least one continued IICRC education class per year.
• Advise the executive team on new software, programs, and systems that can enhance productivity, ensuring subscriptions like Xactimate, Symbility, and Next Gear are current to avoid disruptions.

PROJECT MANAGEMENT & CLAIMS OVERSIGHT

• Receive and field all incoming insurance opportunities, including call-ins, adjuster referrals, program assignments, and leads.
• Distribute new leads and opportunities to the appropriate department or team members based on their expertise and capacity.
• Scope damages at sites, create estimates, and submit them to insurance companies for approval.
• Coordinate repairs using our contractors, ensuring all projects meet Merit’s standards.
• Manage deadlines, progress, and quality across multiple projects simultaneously.
• Use Xactimate 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)

TEAM LEADERSHIP & STAFFING

• Manage all branch personnel, including Project Managers, Estimators, Mitigation Project Managers, Mitigation Technicians, and Laborers.
• 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 a