Natural Hazards Commission Relationship Manager

As a proud Kiwi-owned insurer, we pride ourselves in challenging status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa.At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work.Reporting to the Head of Tower Natural Disaster Response, your day-to-day would look like:Delivering world-class capability and excellence across our EQCover/NHCover claims as the Natural Hazards Commission (NHC) Toka Tū Ake Relationship Manager.Acting as the key relationship manager for NHC, to ensure Tower consistently meets and exceeds expectations under the Natural Disaster Relationship Agreement (“NDRA”) and related agreements.Fostering a strong, trust-based partnership with NHC, ensuring open communication, proactive issue resolution, and alignment of strategic objectives.Representing Tower on joint working groups and committees.Building and maintaining strong relationships to directly influence Tower’s reputation and performance in overall natural disaster response and NHC claims management.Owning reporting and operational activities in relation to Tower’s obligations under the NDRA.In your first 6-12 months, success will look like:You will have built a strong, collaborative relationship with NHC, becoming their trusted partner for engagement and issue resolution.You will have confidently represented Tower in governance and operational forums, influencing improvements in EQCover/NHCover claims processes and customer experience.You will have delivered accurate and timely reporting, invoicing, and compliance activities under the NDRA, reinforcing Tower’s reputation for excellence.You will have maintained deep knowledge of NDRA and legislative requirements, ensuring compliance and providing insights for process enhancements.You will have supported the Head of Tower Natural Disaster Response with contract variations and strategic initiatives that deliver positive outcomes for Tower and our customers.You will have assisted the Event Response by providing expert guidance on complex EQC/NHC claims and escalations.You will have identified and implemented process improvements that enhance efficiency and customer satisfaction, reflected in improved Net Promoter Score results.You will have positioned Tower as a trusted, innovative partner through proactive engagement and continuous improvement initiatives.To thrive in this role, you'll need:5+ years experience at a leadership level in the Insurance Claims industry (required)Prior EQC/NHC experience (required)Personal lines experience (required)5+ years in Claims including policy interpretation, technical claims experience, IFSO and complaint management (preferable)Major event claims management experience (preferable)Previous relationship management experience with a demonstrated ability to manage complex stakeholder relationships and deliver customer-focused outcomes (preferable)Strong interpersonal skills, conflict management skills, and ability to engage and influence stakeholders at all levels, including government agencies and suppliersProven leadership capability to inspire and lead others through changeResults driven and KPI focusedAnalytical, process improvement and report writing skillsExperience working in a high demand role with high level of timebound activitiesExcellent relationship management and communication skills, with a proven ability to build trust and influence across senior external stakeholders, including NHC, Insurance Council of NZ (ICNZ), Dispute Resolution Service and suppliersStrong stakeholder engagement capability, with a focus on long-term partnership building and collaborative problem-solving.Ability to represent Tower with professionalism and credibility in senior industry and key external stakeholder discussions and forums.You will have advanced or expert claims capabilityUnderstanding of NHC, Natural Disaster Response Agreement (NDRA) and industry response strategies surrounding event claims (preferable)Strong ability to use data to drive strategic decision making including a deep understanding of cost and customer experience driversAn accomplished and inspiring leader with excellent stakeholder management skills and the ability to co-operate and collaborate with other senior leaders across the businessIntermediate acumen of claims influence on actuary reporting and impacts on ultimate loss ratioStrong networking, influencing and presenting skills, including ability to lead workshops and present to internal and external stakeholders with confidenceWe invest in you.We're serious about looking after our people. Along with a competitive salary, we offer a bunch of perks and benefits to support you and celebrate the work you do:26 weeks of paid parental leave for the primary carer and 4 weeks for partnersA paid day off on your birthday22 days annual leave, and the option to buy up to eight moreWellness leave - no need to justify your mental health dayCareer growth and internal progression opportunitiesFlexible working and a beautiful, modern office in SuvaDiscounts on Tower insurance productsFree life insurance (up to 4x your base salary)Ready to Apply?If this sounds like your kind of role, we'd love to hear from you.We're looking for someone who's excited to help shape a new era of insurance - someone who's ready to make a real impact. If that's you, send us your CV and a cover letter that shows us what you're all about.We're reviewing applications as they come in - so don't wait too long. Apply now and let's chat.