Customer Engagement Partner
HybridMelbourne, Victoria, Australia
Job Summary
Manage broker pipeline and demand with clear visibility and prioritization aligned to service capacity. Lead onboarding of new brokers by identifying needs and translating them into delivery requirements. Oversee service delivery to ensure work meets scope, SLAs, and expectations while acting as the key escalation point for efficient issue resolution. Coordinate across internal teams and external partners to ensure consistency, monitor performance trends, and drive continuous improvement initiatives across workflows. Ensure brokers adopt and grow within services while championing the success of the offshore and operational support model.
Required Qualifications
- Have experience in insurance broking, broker support, or service delivery environments.
- Understand how brokers operate and where value can be unlocked.
- Are passionate about helping brokers grow and scale their business.
- Are highly organised, with the ability to manage multiple stakeholders and competing priorities.
- Can translate business needs into practical service delivery outcomes.
- Are confident analysing data and reporting on pipeline, utilisation, and performance metrics.
- Can confidently engage, influence, and build trusted relationships.
- Can manage complex conversations and escalations with confidence.
- Bring a customer-first mindset with a strong focus on experience.
Desired Qualifications
- Enjoy being in a role where you can champion success and drive momentum.
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