Consumer Relations Assistant Manager

NM Insurance Pty Ltd; North Sydney Council; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Hybrid Working

Competitive Remuneration

Enhanced Superannuation

Employee Discounts

Job summary

NM Insurance Pty Ltd is seeking a Consumer Relations Assistant Manager to lead a high-performing team, focusing on service excellence and operational efficiency across our consumer relations function.

You will coach staff, manage escalations, and ensure adherence to underwriting guidelines and regulatory standards, while driving continuous improvement across the business.

Qualifications

• Experience leading a consumer relations or underwriting team.
• Strong knowledge of underwriting guidelines and regulatory requirements.
• Proven ability to improve service levels and drive continuous improvement.

Responsibilities

• Lead and support the Consumer Relations team to deliver exceptional customer and broker experiences.
• Provide guidance on complex enquiries, underwriting decisions, and escalated matters.
• Assess insurance risks and determine appropriate premiums, excesses, and coverage within delegated authority.
• Oversee quotations, endorsements, cancellations, renewals, and referrals, ensuring accuracy and compliance.
• Support Business Development Managers with broker relationships, product placement, and priority requests.
• Monitor team workflows and service standards to support operational performance.
• Maintain accurate records and ensure compliance with underwriting guidelines and regulatory requirements.
• Collaborate with internal stakeholders to improve processes, service delivery, and customer outcomes.
• Contribute to team development, operational initiatives, and continuous improvement activities.
• Represent NM Insurance's values through leadership, professionalism, and customer-focused decision-making.

Skills

Leadership

Stakeholder management

Underwriting knowledge

Risk assessment

Process improvement

Compliance

Relationship management

Team coaching

Job description

Why join us?

Join NM Insurance and help us secure the journey together!

• Lead and support a high-performing team in a collaborative and customer-focused environment
• Structured onboarding and professional development, including Tier 2 accreditation and leadership growth opportunities
• Hybrid working model with a positive, people-first culture that values teamwork and accountability
• Genuine career progression within a stable, market-leading insurance business

Job Description

Are you a service-driven professional with a passion for leadership, relationship management, and operational excellence? We are seeking a proactive Consumer Relations Assistant Manager to support team performance, deliver outstanding service outcomes, and help drive operational success across our Consumer Relations function.

As a market-leading distributor of insurance products across pleasure craft, motorcycle, caravan, and commercial marine lines, NM Insurance operates throughout Australia and New Zealand with a full-cycle underwriting model. Our business includes underwriting, claims, product, actuarial, finance, legal, and compliance functions, supporting our brokers, partners, and customers at every stage of the insurance journey.

In this key leadership role, you will act as a senior escalation point for consumers, brokers, and team members while supporting the Consumer Relations Manager in the day-to-day leadership of the team. You will coach and develop staff, provide guidance on complex matters, monitor service performance, and foster a culture of accountability, collaboration, and continuous improvement. Alongside your leadership responsibilities, you will assess risks, process quotes and endorsements, and ensure all activities align with underwriting guidelines, regulatory requirements, and service standards.

You will play a critical role in strengthening broker and customer relationships, driving service excellence, and supporting the delivery of business outcomes. Through your leadership, technical expertise, and commitment to continuous improvement, you will help empower the team to deliver exceptional experiences while ensuring operational efficiency and sustainable growth. This is an opportunity to make a meaningful impact by influencing both team success and customer outcomes in a growing and dynamic organisation.

Job Requirements

• Lead and support the Consumer Relations team to deliver exceptional service outcomes
• Provide guidance on complex enquiries, underwriting decisions, and escalated matters
• Assess risks and determine appropriate premiums, terms, and coverage within delegated authority
• Oversee quotations, endorsements, cancellations, renewals, and referrals
• Support broker relationships and Business Development Manager initiatives
• Monitor workflows, service standards, and team performance
• Ensure compliance with underwriting guidelines, regulatory requirements, and company policies
• Identify and implement process improvements to enhance efficiency and customer outcomes
• Contribute to operational initiatives and continuous improvement activities
• Build strong relationships across brokers, customers, and internal stakeholders to support business success

Job Responsibilities

• Lead and support the Consumer Relations team to deliver exceptional customer and broker experiences
• Provide guidance on complex enquiries, underwriting decisions, and escalated matters
• Assess insurance risks and determine appropriate premiums, excesses, and coverage within delegated authority
• Oversee quotations, endorsements, cancellations, renewals, and referrals, ensuring accuracy and compliance
• Support Business Development Managers with broker relationships, product placement, and priority requests
• Monitor team workflows and service standards to support operational performance
• Maintain accurate records and ensure compliance with underwriting guidelines and regulatory requirements
• Collaborate with internal stakeholders to improve processes, service delivery, and customer outcomes
• Contribute to team development, operational initiatives, and continuous improvement activities
• Represent NM Insurance's values through leadership, professionalism, and customer-focused decision-making

Job Bnefits

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.

• 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