Client Service Delivery Manager (Insurance) | Hybrid - Eastwood, QC

You will lead service excellence by supporting teams,
managing escalations, and driving operational improvements. Acting as the key
link between offshore operations and the Australian business, you will ensure
seamless service delivery, stakeholder engagement, and compliance with industry
standards. This role requires a strong focus on client outcomes, continuous
improvement, and building team capability to meet evolving business needs.

Job Responsibilities

Leadership, Client & Team Support:

The Client Service Delivery Manager is a subject matter
expert across organization products, client journeys, systems, and business
processes, with a strong understanding of Service Excellence standards.

·       Provide locally based support to the team,
setting clear expectations for quality and performance.

·       Act as a senior escalation point for complex or
sensitive matters, ensuring timely resolution and escalating to onshore teams
where required.

·       Establish, monitor, and report on metrics to
measure the effectiveness of the contracted agreement.

·       Drive, identify and implement opportunities for increased
business efficiency and operational improvements.

·       Ensure all business processed are documented, regularly
reviewed, updated, and adhered to.

·       Implement and maintain system and data hygiene
practices to support efficient enquiry handling and an optimal client
experience.

·       Work closely with teams across the organization
business to ensure operational improvements are implemented seamlessly and
sustained.

·       Support business change initiatives, ensuring
smooth adoption and execution.

·       Maintain open, clear, and meaningful
communication with all stakeholders.

·       Consistently adhere to high -quality business and
compliance standards.

Service Delivery & Quality Management:

·       Review service delivery performance and ensure
alignment to the Service Excellence framework.

·       Review Quality metrics and drive continuous
improvement.

·       Identify service delivery risks and proactively
implement mitigation strategies.

·       Ensure service delivery remains strictly within
permitted client support boundaries and does not constitute broker advice.

Business Integration & Stakeholder Engagement:

·       Act as the primary bridge between the offshore
team and the Australian business, building trust and operational alignment.

·       Participate in sales meetings, project
initiatives, and client journey reviews as required.

·       Collaborate closely with onshore leaders to
support strategic priorities and service enhancements.

Continuous Improvement & Capability Building:

·       Drive ongoing process improvement initiatives
informed by data, feedback, and operational insights.

·       Support capability uplift across the offshore
team to meet evolving business and client needs.

·       Contribute to the development of new training
materials and supporting collateral.

·       Coordinate training calendars to support ongoing
team development and capability building.

Requirements

Experience & Competencies:

·       Must have 5+ years of leadership experience with
sense of ownership and accountability.

·       Deep understanding or significant experience
within the Australian insurance and broking industry

·       Certifications in insurance, risk management, or
project/operations management (e.g., ANZIIF) are advantageous

·       Strong stakeholder management capability

·       Strong analytical and creative thinking skills

·       High level of attention to detail and accuracy

·       Excellent written, verbal, and presentation
skills

Benefits

Travel & Onboarding

·       The successful candidate will be required to
travel to Melbourne for onboarding and ongoing alignment with the Australian
team.