Client Performance Manager
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Reporting to the Executive General Manager/ Business Services Manager, the Client Performance Manager will oversee the Client Account Management function and be responsible for client performance governance across assigned insurer and loss-adjusting accounts. You will work closely with senior leadership and operational teams to ensure client expectations, SLAs, KPIs and scorecard requirements are understood, monitored and achieved.
Key responsibilities
- Lead and oversee client performance across assigned insurer and loss-adjusting accounts
- Manage, support and develop the Client Account Manager
- Build and maintain strong relationships with key client stakeholders
- Monitor client SLAs, KPIs, scorecards and service performance
- Develop holistic client sentiment reporting incorporating scorecards, NPS, complaints, escalations and client feedback
- Own the development, management and continuous improvement of MLB's Power BI dashboards and performance reporting
- Ensure reporting is accurate, current and aligned with operational and client requirements
- Identify emerging performance issues, trends and relationship risks before they become significant concerns
- Coordinate corrective and improvement actions with operational leaders
- Oversee client escalations and service-recovery actions
About you
- Experience in client performance, account management, business reporting, insurance, claims, operations or a related environment
- Demonstrated experience managing client KPIs, SLAs, scorecards and performance reporting
- Strong Power BI capability, including dashboard development, maintenance, data validation and stakeholder reporting
- Advanced Excel and Microsoft Office skills
- Strong analytical skills and the ability to turn data into practical business insights
- Excellent written and verbal communication skills
- Experience preparing and presenting performance reports to senior stakeholders and clients
- Strong organisation, prioritisation and follow-through
- Experience managing or developing team members
- A high level of professionalism, judgement and discretion when dealing with sensitive client and business information
About us
Major Loss Builders is a specialist insurance building repairer working with leading insurers and loss-adjusting organisations across Western Australia, South Australia and the Northern Territory.
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