Engage and influence Stakeholders and Leaders regarding change and initiatives that impact on the distribution network to ensure delivery of desired outcomesProactively analyse and make informed decisions/recommendations on strategic initiativesRecommend solutions to operational challengesWork closely with the business to help maximise sales opportunities, minimize expenses and achieve operations and service targetsEngage with workforce planning to ensure the business is efficiently resourcedDevelop best practice activities through conducting regular reviews and PIR’s across operational metrics and recruitmentEffective decision making within the risk appetite

Responsible for supporting our Proprietors and their Teams in Northen NSWDeveloping and maintaining relationships with ProprietorsSite visits to engage with Leaders and StaffRegular Performance, Compliance and Risk ReviewsContract negotiationCommunicating New Business and Renewal Budgets

Set up and established a Retail presence in 4 co-locations at NRMA Assessing Centres across QLDWeekly coaching and development of Retail staff to achieve Customer and Commercial outcomesSet up and monitored risk and compliance routinesFostered positive relationships with our Claims Partners and external contactsContinuous focus on improving the Customer Experience

Led a large team of 70-80 Frontline Sales and Service Agents and 6 Team LeadersCommunicated, set and monitored Strategic and Performance outcomesWeekly routines to engage on Strategy and update Team on PerformanceConducted regular People routines to maintain and foster engagementMonthly reviews conducted to ‘deep dive’ performance across People, Customer and Business Team Leader

Led a Call Centre Team in Customer resolutions and then in Sales & ServiceRegular coaching of frontline staff to achieve desired customer outcomes, retention of insurance and Commercial goalsEngaged with Stakeholders to implement changes to the business operating modelMonthly Compliance checks

Handled incoming Sales and Service calls providing customer solutions to Sales, Service and Retention enquiries