Team Leader, Client Advisory

4 months ago

Melbourne City Centre, Australia Victorian Managed Insurance Authority Full time

Team Leader, Client AdvisoryHybrid Working12 Months Fixed-Term
About VMIAVictorian Managed Insurance Authority (VMIA) is the Victorian Government's insurer and risk adviser, covering the people and projects that help Victorians thrive. We're an agency in the Department of Treasury and Finance portfolio, established under the Victorian Managed Insurance Authority Act, and report to the Assistant Treasurer.We provide insurance and risk advice to government departments and agencies, with more than 4,600 clients, ranging from small community service organisations to public hospitals, schools, and core service providers. We also provide domestic building insurance to builders, giving Victorian homeowners peace of mind for building projects valued over $16,000.We help our clients prepare for, prevent, or reduce the impact of harm. When things don't go to plan, we help clients restore services and recover quickly.Our unique perspective across Victorian Government clients is an opportunity for learning and development in the risk and insurance industry as well as the broader public sector, creating deep connections with our clients, and a shared understanding of best practice in our fields of expertise.People are at the heart of everything we do. At VMIA, you'll be encouraged to achieve your career goals in a progressive and flexible workplace that most importantly lets you be yourself. Your roleYour role as Team Leader, Client Advisory is to lead a team of Client Advisers, to inspire and bring the best out of our team and ensure that they perform to their full potential and deliver world-class service to our clients.Our Client Advisory Team provides informative general insurance advice to client enquiries and requests to ensure they're not unconsciously uninsured.You will play a key role in coordinating the activities of the team to ensure effective and efficient service delivery responding to client queries and requests.You will be a natural leader with the passion to inspire and ability to enhance our positive team culture, coach, mentor and manage performance of the team.Your role reports to the Head of Insurable Risk Advisory in the Risk Services Division.What you do
- Lead a team of Client Advisers to achieve and maintain exceptional performance standards and maintain a high-quality service for VMIA clients.
- Manage high volume client enquiries with your team to ensure client enquiries are responded to and actioned in a timely and effective manner.
- Provide a suite of transactional insurance services to support the ongoing maintenance of cover for clients - including enquiries, renewal, ministerial directions, machinery of government changes, new policies, endorsements, debt management and general support services.
- Build trusted relationships with clients, VMIA employees and other stakeholders.
- Develop team capability through effective coaching and mentoring of team members and professional development programs.
- Effectively manage work force planning resources to ensure high levels of client service at all times during business hours.
- Develop, review, and interpret activity reports and use them to balance workloads and assess effectiveness of the team.
- Work collaboratively across VMIA to implement an efficient and effective client services model that results in consistency and excellence in service delivery.
- Support the Insurance Services Division by using authorised underwriting delegations to quote new business, renewals, and endorsements.
- You work closely with the Head of Insurable Risk Advisory and across VMIA to develop strategic service plans for large community sector client groups with System Owners.
- Manage debtors' collections in accordance with policy requirements.

Who you work with
- As a lead for VMIA's service delivery, you collaborate with Underwriters, Risk Advisers, Claims Managers and other members of service teams and other relevant staff to be alerted of significant developments, emerging trends, or opportunities for value-added service.
- You are the internal operations lead for Community Service Organisations, School Councils, Cemetery Trusts, Rural GP's, and the Covid-19 Event Insurance program. You facilitate your team to manage internal/external relationship between VMIA and relevant System Owners to maintain a comprehensive view of all aspects of the client's needs.
- You liaise with cross functional teams within Insurance, Claims, Analytics and Actuarial, Communications, Finance, Information Services and Transformation Office as required to deliver client service.

About you
- You have demonstrated experience working in the insurance or finance sector with sound knowledge of insurance principles to respond to client queries.
- You have previous experience leading a team with a genuine passion for customer service and the ability to inspire a team to deliver outstanding service.
- You have a strong understanding of insurance products and services.
- You demonstrate

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