Reporting to the Executive General Manager/ Business Services Manager, the Client Performance Manager will oversee the Client Account Management function and be responsible for client performance governance across assigned insurer and loss-adjusting accounts. You will work closely with senior leadership and operational teams to ensure client expectations, SLAs, KPIs and scorecard requirements are understood, monitored and achieved.

Key responsibilities

Lead and oversee client performance across assigned insurer and loss-adjusting accounts

Manage, support and develop the Client Account Manager

Build and maintain robust relationships with key client stakeholders

Monitor client SLAs, KPIs, scorecards and service performance

Develop holistic client sentiment reporting incorporating scorecards, NPS, complaints, escalations and client feedback

Own the development, management and continuous improvement of MLB's Power BI dashboards and performance reporting

Ensure reporting is accurate, current and aligned with operational and client requirements

Identify emerging performance issues, trends and relationship risks before they become significant concerns

Coordinate corrective and improvement actions with operational leaders





Oversee client escalations and service-recovery actions

About you

Experience in client performance, account management, business reporting, insurance, claims, operations or a related environment

Demonstrated experience managing client KPIs, SLAs, scorecards and performance reporting

Strong Power BI capability, including dashboard development, maintenance, data validation and stakeholder reporting

Advanced Excel and Microsoft Office skills

Strong analytical skills and the ability to turn data into practical business insights

Excellent written and verbal communication skills

Experience preparing and presenting performance reports to senior stakeholders and clients

Strong organisation, prioritisation and follow-through

Experience managing or developing team members

A high level of professionalism, judgement and discretion when dealing with sensitive client and business information

About us Major Loss Builders is a specialist insurance building repairer working with leading insurers and loss-adjusting organisations across Western Australia, South Australia and the Northern Territory.

What can I earn as a Performance Manager

📌 Client Performance Manager (Perth)
🏢 Major Loss Builders
📍 Perth