Shane Risby

Leadership

• I was an active member of the Aviso Broking board, accountable for operations at Aviso Broking, which included Distribution, Claims, Human Resources (including L&D), Operations, IT, and Systems.
• Active contributor in finance and compliance forums.
• Responsible manager with ASIC.
• As second in charge, I supported the CEO with operational insights and strategic decision-making.
• As COO, I was accountable for the general business performance and culture for all 145 employees across 11 offices.
• Played a key role in the design and implementation of business strategies, plans, and procedures.
• Analysed financial data and identified areas of improvement for cost savings.

Operations

• Oversaw daily operations across multiple departments, ensuring that activities aligned with our strategic objectives.
• Developed and implemented strategies to increase operational efficiency, including administering RACI for role clarification, and focusing on improved operational excellence.
• Led multiple departments during significant organisational growth and change.
• Oversaw the project management of merger and acquisition activities.
• Facilitated regular meetings with departmental heads, focusing on cross-departmental collaboration to ensure that we delivered our key activities and achieved our goals.
• Managed our claims team (via our head of claims) to ensure customer expectations were consistently met through proactive claims management.

Human Resources

• Established vision and values for the company.
• Maintained a positive work environment by resolving employee disputes promptly.
• Established Aviso Broking's Reward and Recognition and staff benefits program.
• Built Aviso Broking's remuneration program, including the new incentive program.
• Ran a company-wide conference, setting up the agenda, working with an external party on logistics and budget.
• Developed an effective OKR framework applicable to every role.
• Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organisational culture.
• Managed the function of staff recruitment, training, and development processes.
• Established plans to address productivity, operational performance and staff retention and satisfaction.
• Led employees to develop high-performing diverse teams and deliver on ambitious goals and objectives.

Leadership

• Also on the board, I was accountable to the Aviso EIA Board and the senior leader of the insurance broking team.
• Leading 45 employees which included account management, claims, credit control, and finance.
• Created effective business plans to focus strategic decisions on long-term objectives.
• Supervised employees through planning, assignments, and direction.
• Set up and maintained relationships with our strategic partners to obtain the best service for our people and customers.
• Prepared detailed reports for the board, outlining key performance metrics related to sales and operational success.
• Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
• Tracked monthly sales to generate reports for business development planning.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Customer

• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Directed the allocation of client portfolios to ensure that service was delivered to customers, while maintaining company profitability.
• Used excellent verbal skills to engage customers in conversation, and effectively determine needs and requirements prior to finding solutions.
• Developed service and sales strategies to improve retention and revenue.
• As the complaints officer and csutomer escalation point, I resolved customer complaints quickly while maintaining high-quality standards of service delivery either via when face-to-face meetings or through phone conversations.

Operations

• Coordinated a seamless merger between two businesses (Insurance Aid and Eagle Insurance Brokers), establishing a new culture, and creating new systems and processes.
• Analysed existing processes for effectiveness and introduced new systems as needed to enhance overall engagement and productivity levels.
• Identified areas of improvement in current business practices, and collaborated with key people to develop action plans for implementation.
• Ensured compliance with applicable laws, regulations, and industry standards pertaining to operations management and customer service.

Human Resources

• Implemented employee recognition programs (including a incentive program) to motivate staff members toward achieving organisational goals.
• Created the business' vision and values.
• Structured HR consulting services to support our people through organisational developments and changes.
• Established and maintained effective communication with staff members to ensure efficient operations.
• Created a positive work environment by developing team building activities that encouraged collaboration among departments.
• Administered employee discipline through verbal and written warnings.
• Provided leadership, insight, and mentoring to all new and existing employees to supply knowledge of the company and industry.
• Recruited, trained and empowered employees to achieve key performance indicators.
• Worked effectively in team environments to make the workplace more productive.

Handled leadership duties in broking operations at Insurance Aid General Brokers before the company merged with Eagle Insurance Brokers.

The tasks, duties and responsibilities were the same as the above job, but for a smaller oganisation of approximately 28 staff across 2 offices.

Holding the State Manager role for five years, prior to venturing into the world of insurance broking.

In this role, I led a local team of sales, underwriting, and service staff, managing the relationships of the general insurance brokers in the QLD market. Accountable for driving local cultural activities for our people while achieving top-line growth, underwriting performance, and expenses within the P&L for the local team.

Increased portfolio growth by over 10% to 20% annually for five years.

Can provide more detail in conversation