Managing a portfolio of 23 franchised insurance agencies throughout the State of Western Australia, with a focus on driving sustainable and profitable growth. Supporting new business opportunities, renewals and general operational requirements of insurance agencies, and liaising with key stakeholders across various business units to achieve positive outcomes.Working remotely and travelling to regional locations around Western Australia to ensure all agencies are effectively serviced and supported. Assisting with staffing needs, recruitment and adherence to compliance and legislation requirements. Annual business planning meetings, face to face, to set targets for the individual franchises including gross written premium, portfolio performance, planned marketing activity / budgets, staff allocation and salaries, training and development needs and individual agency needs i.e. property maintenance etc. Quarterly review meetings, face to face and virtually via Microsoft Teams, to track progress against business plan goals and ad hoc requests arising between meetings.

As part of the Western Region Team, I am responsible for looking after the development and on-going support for 20 Elders Insurance agencies across Western Australia. Identifying gaps in knowledge and training needs across the network to ensure support is provided to Agents, Salespeople and Sales Support Officers to be able to perform their duties to their full potential.Ensuring each agency receives regular contact in relation to their training and development needs, including an annual training needs analysis to ensure their needs are met each year. Travelling to each agency throughout the year to deliver any required training and to maintain relationships across the network. Developing new training materials following the implementation of changes within the company, and continually updating existing materials following change or development of existing processes and procedures. Planning and delivering new starter induction training, over the course of one week. I deliver a full new starter program covering all of the basic aspects of the Sales Support Officer role, including compliance and processing requirements. Planning and delivering claims training. Moving existing staff on to the next major step in their role and the processing of claims. The course content covers the claims handling process from start to finish, including collecting information, assessing the claim and making judgements on claim payment, identifying potential fraud and handling associated disputes. Planning and delivery of ad-hoc training as it arises. I regularly deliver this type of training on a much wider scale, even across Australia as a whole. Training sessions are designed and developed for delivery via WebEx, an online meeting centre whereby a presentation can be displayed to participants on screen via the Internet and learners dial in to a teleconference, which supports the content on the screen.

Reviewing new business applications for general insurance products, assessing the risk associated with each client and applying relevant premium rating and excesses per policy. Performing annual renewal reviews, including assessing the performance of each policy, claims over the previous 12 months, customer history and whether ratings need to be reviewed in line with the market and/or policy performance. Managing premium changes in the best interests of the customer, but also in terms of pricing required by QBE Insurance. Working with an allocated panel of insurance brokers to support them in their opportunities to win new business, maintain existing business and expand the book of business held by their existing clients, whilst also maintaining the best interests of QBE Insurance.Handling scheme business, whereby set rates and excesses may be applied based on agreements made for specific business types between the broker and QBE Insurance. Expertise in a wide variety of insurance products, including business, commercial motor, private motor, home and contents, landlord, strata, motor fleet, farm and workers' compensation.

Change management; Identifying and implementing system enhancements, managing the customer service aspect of such projects and performing relevant user acceptance testing to ensure features were ready for implementation. Developing training/coaching materials; In preparation for the implementation of changes, development of training materials/notifications to customer service staff as an overview of said changes and how they affected each role within the business. Planning the implementation of system changes and development in line with the most appropriate times in the contact centre. Ensuring that training would only be delivered at scheduled times when call volumes were low and adequate staff to cover the phones in between training sessions.

Writing new training material for new product launches/process changes;Maintaining/updating existing training materials;Call monitoring of calls taken in the contact centre and providing feedback/remedial training/coaching as required depending on the findings from the call;Rectifying compliance breaches with contact centre staff;Delivery of new starter induction training;Delivery of systems training;Coaching existing contact centre staff to improve their performance;User acceptance testing of systems prior to implementation of changes to ensure all required functionality was available.