Lead Key Account Manager

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

As part of our diverse team based in Melbourne, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

As a leader and specialist in personal injury, EML is committed to supporting clients in the management of their workers compensation needs. The primary purpose of this role is to support the State Relationship Manager and Client Services team in the delivery of superior account management services. This role will lead a team of Key Account Managers who manage a portfolio of clients and aligned intermediary relationships. The role will provide clients and intermediaries with a high level of customer service to ensure portfolio retention, whilst also leading performance improvement initiatives and facilitating profitable business growth.

This role will lead and manage the day-to-day work activity, training and development of Key Account Managers, building a strong team focused on customer experience and a continuous improvement culture. The role requires you to work closely with each business unit’s claims and underwriting teams to provide a superior level of service to employers and intermediaries.

This will be a permanent, full-time position based in the Melbourne office, with flexibility to work from home.

YOUR RESPONSIBILITIES
- Drive the EML values and culture through people leadership and engagement. People leadership responsibilities including providing coaching, guidance, direction, communication, development and managing resourcing within the operational units.
- Lead a bespoke learning and development calendar for client services to build team capability
- Lead and develop Key Account Managers to provide the highest possible level of service to employers and intermediaries to get the best possible outcomes
- Support the operational teams to develop action plans and interventions that support EML in being the number one performer in personal injury
- Provide support and advice on high-complexity and high-risk account management
- Provide recommendations and advice to senior leadership regarding strategically sensitive employer matters, market movements and
- Continually monitor, evaluate and review team workloads and overall team resources to ensure distribution is appropriate to skill base and in line with business model.
- Ensure poor performers are identified and that counselling and disciplinary procedures are undertaken and are in accordance with employment legislation, policies and procedures and the relevant award

ABOUT YOU
- More than 5+ years demonstrated experience in relevant workers’ compensation and/or personal injury environments.
- More than 3+ years business development, relationship management or account management.
- A sound understanding of the NSW, Victoria & SA Workers compensation law and the associated regulations.
- Working knowledge and experience in premium rating and underwriting as it applies to relevant jurisdictions.
- Highly competent in the use of Microsoft Office suite products including intermediate to advanced skill level of MS Word and MS Excel
- Excellent analytical and technical knowledge of client performance, including high competency in independent analytics and ability to present complex technical information to a range of stakeholders.

WHAT WE OFFER

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

- A vibrant, collaborative innovative team culture
- Flexibility with opportunity to WFH when you are fully trained in your role.
- A corporate wellbeing program with discounted health insurance and gym membership
- Access to discounts at over 350 retailers through our Rewards Hub program
- Entitlement to an annual tenure and performance-based recognition reward
- Comprehensive learning and development support
- Companywide events to celebrate success.
- Quarterly Reward and Recognition Awards
- Up to 16 weeks paid parental leave, plus super