General Manager

ABOUT Petcover Group With a presence in 6 countries and 200 employees serving the needs of 100 thousand customers, Petcover is not small and has plans to rapidly expand in Europe. You’ll work in an open and supportive environment where you’ll be developed, challenged, and encouraged to adapt, change, and drive the business forward. You will need to lead from the front and unite your leadership team to perform against fair but challenging targets. For us, it’s about bringing together the best talent, helping people to realize their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference. The purpose of this role is to lead and manage all operational activities of the Australian branch, ensuring operational excellence through robust operational stability and customer service. Deliver on our promises to our customers by simplifying operations and finding capacity to invest where necessary for the longer term. In partnership with the company CEO, COO, and Managing Director, execute business plans by managing resources and processes so that a high quality, efficient, and compliant service is provided to customers & partners to enable profitable growth. Key responsibilities include:

• Proactively manage all processes to ensure they function to a high standard and achieve service compliance and quality targets in the branch plan and in partnership with the Group CEO, COO, and Managing Director, meeting the needs of Customers and Partners.
• Increase operational discipline across the branch to deliver a much simpler, joined-up experience for Customers, standardizing systems and processes where appropriate, removing complexity for our employees and partners whilst focusing efforts on work that drives excellent compliant customer service and simplicity.
• Review and improve organizational effectiveness by developing processes, overseeing employee performance, establishing a highly motivational work environment, and implementing innovative changes.
• Oversee resource allocation while maintaining budgetary control.
• Seek out opportunities for expansion and growth by developing new business relationships.
• Execute centrally delivered projects to deliver maximum benefits by creating and managing launch and control/response plans.
• Lead and motivate employees to achieve financial targets, deliver excellent service, and build a positive culture.
• Represent the organization at official occasions, in negotiations, at conventions, and seminars.
• Accountable for ensuring business compliance with relevant laws and regulations.
• Liaise with underwriters to manage annual audit processes.
• Manage and attend monthly trading performance meetings, ensuring timely actions are taken to correct poor performance.
• Responsible for ensuring overall profitability of the Branch is in line with plans.

• Extensive insurance experience of leading senior managers and their teams, including within a matrix management structure, and a successful record of delivering results.
• Demonstrated experience in Underwriting agency and cover holder applications.
• Accredited senior insurance qualifications plus core operational methods including:
• Resource/capacity management and planning.
• Process management and KPI tracking.
• Continuous improvement tools.
• Capturing and using customer feedback to drive action.
• Fact-based decision maker with excellent data analytical and numerical reasoning skills.
• Excellent relationship management skills and experience of building successful long-term relationships both internal and external.
• Excellent interpersonal skills.
• Excellent written and verbal communication skills.
• Sound understanding of the insurance market with knowledge of Personal Lines product ranges, animal health being a distinct advantage.
• Extensive knowledge of Insurance Regulatory frameworks in Australia and New Zealand.
• Good knowledge of P&L management.
• Good working knowledge of contact centre underwriting risks and claims handling settling functions.
• Knowledge of offshore operations management.
• Diploma in Insurance Broking (advantageous).
• Bachelor’s degree (or equivalent) in business management, commerce, economics, or a related field.
• Must have flexibility to attend evening meetings.
• An ability to travel if needed and as required.

• Australia (Preferred)