ELMO Cloud HR & Payroll

Role Description This is a dynamic, relationship-focused role where you’ll act as the key link between Pacific International Insurance and our delegated authority (binder) and authorised representative partners. You’ll be responsible for overseeing claims performance, managing partner relationships, and ensuring compliance with regulatory and contractual obligations. You’ll play a critical role in delivering high-quality service outcomes while driving continuous improvement and profitable growth across our partner portfolio. Key Responsibilities - Partner Management - Build and maintain strong relationships with partners as their primary point of contact - Monitor partner performance against KPIs, service levels, and contractual obligations - Conduct regular (monthly) performance and compliance reviews - Support onboarding of new partners, including due diligence and process alignment - Claims Oversight - Oversee claims handling to ensure compliance with internal standards and regulations - Review complex or escalated claims and provide guidance - Analyse claims trends, risks, and improvement opportunities - Ensure fair and timely claim outcomes aligned with customer expectations - Account Management - Develop and execute account plans to support growth and retention - Collaborate with underwriting, claims, and finance teams - Deliver portfolio insights including loss ratios and claims trends - Identify opportunities to strengthen and expand partner relationships - Compliance & Governance - Ensure adherence to delegated authority agreements - Conduct audits and file reviews to maintain quality standards - Maintain accurate documentation and reporting - Escalate risks, breaches, or issues as required - Continuous Improvement - Drive enhancements across claims and partner management processes - Support system improvements and automation initiatives - Provide training and guidance to partners Qualifications - Proven experience in insurance (claims, underwriting, or binder/broker management) - Strong understanding of delegated authority (binder) arrangements - Excellent stakeholder management and relationship-building skills - Strong analytical capability with the ability to interpret data and trends - Solid understanding of insurance compliance and regulatory requirements - Exceptional communication, negotiation, and problem-solving skills Requirements - Tertiary qualification in business, insurance, or related field (desirable) - Industry certifications (e.g. ANZIIF) (desirable) - Certificate IV in General Insurance (desirable) - Strong product knowledge and commercial acumen (desirable) Benefits - Be part of a purpose-driven organisation focused on delivering meaningful outcomes - Work in a collaborative and high-performing team environment - Opportunity to influence partner strategy and drive real impact - Ongoing professional development and career growth