Client Relations Manager

NM Insurance; City of Melbourne; Hybrid; AUD 100,000 - 150,000; Full time

Benefits offered by this job

Hybrid work

Competitive remuneration

Enhanced superannuation

Employee discounts

Job summary

NM Insurance is seeking a professional Client Relations Manager in Melbourne to lead the Client Relations team and drive exceptional service through data-informed decisions. You will mentor staff, set performance targets, and collaborate across departments to improve processes and outcomes.

Hybrid working arrangement available, with competitive remuneration and enhanced superannuation. The role focuses on delivering high-quality client experiences and maintaining service excellence.

Qualifications

• Strong communication and time management skills.
• Proven leadership and team management experience.
• Ability to manage own workload and support team performance.
• Knowledge of underwriting standards and procedures.
• Technical proficiency aligned with Delegated Authority Matrix.
• Collaborative mindset and commitment to service excellence.

Responsibilities

• Lead the Client Relations team to deliver outstanding service through clear communication and high-quality standards.
• Collaborate with the Head of Client & Consumer Relations to set and monitor team goals and performance metrics.
• Coach, support, and develop team members to achieve targets, meet SLAs, and grow professionally.
• Resolve conflicts and promote a positive, inclusive team environment.
• Process endorsements, cancellations, quotations, and enquiries via phone and email when required.
• Manage online quotation referrals and ensure timely release of quotes.
• Maintain acceptable levels of unallocated dealer/direct transactions.
• Ensure all portal-bound policies are actioned by month-end.
• Support cross-departmental collaboration to enhance system efficiency.

Skills

Communication

Leadership

Team Management

Underwriting Knowledge

Delegated Authority Matrix

Collaboration

Job description

Lead with impact. Deliver with excellence.

NM Insurance Pty Ltd is a market-leading distributor of insurance products and services across Australia and New Zealand, specialising in pleasure craft, motorcycle, caravan, and commercial marine insurance lines. Our products are distributed via licensed insurance brokers, franchised dealers, and directly to consumers.

We are seeking a professional and energetic Client Relations Manager to join our Client & Consumer Relations Team. This role is ideal for someone passionate about delivering exceptional client service, leading high-performing teams, and driving continuous improvement through collaboration and data-informed decision-making.

Job Requirements

Success in this role requires:

• Strong communication and time management skills
• Proven leadership and team management experience
• Ability to manage own workload and support team performance
• Knowledge of underwriting standards and procedures
• Technical proficiency aligned with Delegated Authority Matrix
• Collaborative mindset and commitment to service excellence

Job Responsibilities

• Lead the Client Relations team to deliver outstanding service through clear communication and high-quality standards.
• Collaborate with the Head of Client & Consumer Relations to set and monitor team goals and performance metrics.
• Coach, support, and develop team members to achieve targets, meet SLAs, and grow professionally.
• Resolve conflicts and promote a positive, inclusive team environment.
• Process endorsements, cancellations, quotations, and enquiries via phone and email when required.
• Manage online quotation referrals and ensure timely release of quotes.
• Maintain acceptable levels of unallocated dealer/direct transactions.
• Ensure all portal-bound policies are actioned by month-end.
• Support cross-departmental collaboration to enhance system efficiency.

At NM Insurance, we provide a supportive, growth-focused environment where your leadership can thrive. Enjoy a collaborative team culture, ongoing professional development, and the opportunity to make a real impact.

In addition, you will benefit from:

• Hybrid Working – balance office and remote work.
• Competitive remuneration,
• Enhanced Superannuation – voluntary contributions on top of company contributions.
• Employee Discounts – on motor vehicles, car hire, health & fitness.

We value our people and live by our core behaviours:

• Customer First
• Doing What is Right
• Results Driven
• One Team
• Learn and Grow