Head of Client Relationships

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Let's care for tomorrow, so we can create a better future together, for everyone.

Reporting to General Manager Underwritten and Distribution, you will lead the client services and account management teams nationally, ensuring alignment with the Personal Injury Division's strategic objectives across Workers' Compensation, Accident and Health and Excess of Loss. You will be instrumental in leading the People Risk Strategy for large and corporate clients, fostering relationships and driving strategy and innovation to achieve growth and retention.

About the role

• Lead the Client Relationships & Strategy for large and corporate clients, ensuring strategic alignment of objectives across Workers' Compensation, Accident and Health and Excess of Loss clients.  
• Manage a team of National Client Services Managers to ensure high client retention and satisfaction.
• Develop and implement strategic stakeholder mapping to maximize relationships and growth opportunities.
• Enhance client engagement to improve satisfaction, retention, and foster long-term partnerships with consistent national interactions.
• Drive business growth and retention through strategic innovation, expanding product penetration with targeted marketing and sales strategies and offering contemporary value-added services that enhance client satisfaction. 
• Establish improved reporting systems and strategies for at-risk clients, ensuring proactive issue resolution.
• Monitor program effectiveness using metrics and KPIs, continuously improving strategies based on feedback and data insights.
• Lead and coach team members to build high-performing, collaborative teams, fostering a culture of continuous improvement and innovation.

About you 

• Extensive experience in leadership roles within professional consulting, account management/ corporate sales and/or customer service.
• Significant experience in Workers Compensation, Risk Management, Workplace Health and Safety and/or Underwriting.
• Comprehensive understanding of relevant regulatory and/or legislative compliance requirements that impact the organisation with a working knowledge of scheme design within national jurisdictions.
• Demonstrates commercial acumen by using insights related to the market, opportunities, risks and competitors within the insurance industry as well as the dynamic levers that influence these factors.
• Ability to manage key/complex negotiations to ensure favourable commercial and financial conditions for AAL, whilst ensuring mutual agreement between parties is achieved. 
• Able to plan and lead marketing and communications strategies to drive brand/ product awareness to targeted audiences.
• Demonstrates the ability to deliver engaging and impactful presentations.
• Highly developed consulting and influencing skills, demonstrating the ability to co-create strategy and valuable analytical solutions with key business stakeholders.
• A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.