Office Manager

The Office Manager oversees the daily running of our insurance agency operations. This role is responsible for ensuring smooth workflow, efficient processes, and exceptional customer service. You will play a crucial role in maintaining a positive work environment and achieving key performance indicators.

Primary Responsibilities

Customer Focus

• Consistently provide excellent customer service and develop relationships by listening, anticipating, and providing solutions within appropriate level of authority

• Collaborate with colleagues across departments, including underwriting and claims, to deliver seamless service to clients

Policy, Process and Procedures

• Supervise all internal office processes and systems including mail distribution, Customer Relationship Management systems, messaging systems, data quality consistency and output to clients, stationery and general administration

• Oversee office maintenance ensuring a safe, clean, and comfortable environment at all times

• Manage reporting, allocation and service delivery of renewal business

• Operational support and guidance to other staff in the agency or function

• Identify areas for process enhancement and implement efficient workflows and documented procedures to increase overall office productivity. Audits key functions in conjunction with Quality Assurance (QA) team

• Assist with new ideas and concepts to support the development and delivery of the business plan for the region/branch

• Monitor key performance indicators, such as client retention rates, policy issuance times, and processing efficiency as requested

• Manage relationships with vendors, negotiate contracts, and pay invoices. Supervise debtors management

• Take minutes from team meetings, and develop action plans ensuring delivery according to agreed timelines and guidelines

Business Development

• Prepare proposals, presentations, and insurance quotes tailored to the specific needs of prospective clients

• Advocate for, and lead the use of approved tools, templates and promotional strategies to drive sales leads and relationship outcomes. Execute, manage and report on sales and marketing efforts
  

Leadership

• Support the onboarding and development of new staff members

• Supervise, mentor and coach team members. Provide training and guidance to ensure the team meets performance goals and adheres to company policies

Risk Management, Compliance and Continuous Improvement

• Maintain current knowledge of insurance guidelines

• Continuously strive to help the Agency achieve high levels of regulatory compliance resulting in satisfactory Quality Assurance reviews

General Duties and Responsibilities

Compliance with:

• Code of Conduct, values, policies and procedures, directives, and communications

• All Occupational Health and Safety regulations within the workplace including reporting hazards, incidents and near misses; taking care of your own health and safety and the health and safety of others

• Participation in quality assurance and improvement activities across the organisation

• Fire and emergency policy and procedures

• Direction about any work-related spend within delegated authority

• All client contact recorded in Salesforce

• Annual Continuing Professional Development (CPD) requirements

Qualifications and Experience

Required

• Policy/ASIC clearance (or ability to obtain)

• Previous experience as an Office Manager or relevant operations/administrative experience

• Demonstrated knowledge and experience applying the General Insurance Code of Practice and

Licenses/Certifications: (on-the-job support to obtain these qualifications)

• FNSASIC315 Tier 2 Provide General and Personal Advice in General Insurance

• FNASIC513 Tier 1 Provide Advice in General Insurance

Preferred:

• AQF Certificate IV in General Insurance

Competencies and Skills

• Proficient in all Microsoft Office Products, and with a high level of general computer skills

• Flexibility, a can-do attitude, and willingness to learn

• Excellent attention to detail and high level of accuracy

• Ability to manage multiple tasks and prioritize effectively

• Excellent communication skills and interpersonal skills

• Ability to lead, manage, and inspire others

Advice/non-advice:

Advice: Subject to the attainment of appropriate Authorities, this role is authorised to provide financial product advice to retail customers in respect of General Insurance products. Financial product advice means a statement or recommendation made to a retail customer with the intention of influencing their decision in considering a general insurance product.

Global Disclaimer

The duties listed in this position description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties.

To Apply

If this sounds like you, click 'Apply Now' to submit your application. Shortlisting for this position will commence immediately. You are encouraged to apply promptly as applications close once a suitable recruit is obtained.

Should you have any questions and would like to get in touch with us prior, we encourage you to please contact Group Office Manager, Amanda Humphrey on