Client Performance Manager
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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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