Sydney-based JMD Ross Insurance Brokers GM Melanie Shearer is juggling a dual role managing a client portfolio and overseeing operations, training and compliance – and planning a wedding.

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What has been your broking journey so far?

I was working in hospitality and doing split shifts and night shifts and I just wanted a normal Monday to Friday, 9-5 job. I found it in a local paper and didn't even really know what an insurance broker did, but I thought it provides on the job training, sort of internship, and that’s how it all began.

That was about 14 years ago. I started in broking and then worked for an insurer in a business development (BDM) role and then business relationship manager. I actually tried to leave the insurance industry and went and did a science degree and worked part time at JMD Ross.

Things sort of changed in life and I just thought ‘this company and this job really tick all the boxes’. When you work for people that care about you and you have variety in your job – I thought, why would I want to leave? That's how I decided to stay.

My role progressed as I went on, so they kind of swindled me back in! They're really supportive, wanting you to develop and succeed and grow in your career. The flexibility has gone up even more as now we're working in a hybrid environment, and just they're great people. They genuinely care about their team, as people as well as employees.

It's good when you've got such a good team and we all get along really well. It's nice to go back in and see everyone face to face.

What does your current role entail?

I do a general manager role and I mostly sit in operations, training and compliance. But as I expanded back into full time, I missed talking to people – to clients and to underwriters. It just seemed like a no brainer to take on a dual role and so recently, over the last 14 months or so, I have been managing a portfolio again.

Operations and compliance tasks fluctuate from month to month, whereas the portfolio gives me a steady, constant workload. Some months I feel a bit stretched thin – but I quite like being busy and the challenge. I think I do my best work under pressure. As soon as I feel like I've just got too much time to do things I can get a bit distracted. If I've got lots to do, it really keeps me focused.

Who are your clients?

The mix of clients I manage is extremely varied. My portfolio predominantly consists of SME businesses, mid-market firms and inbound global accounts. We only deal in general insurance and our client's industries include food and beverage, property owners, trades and office space risks.

Several of the industry sectors that we deal with actually flourished during the pandemic while others suffered significant downturn or alternatively, were forced to pivot their business offering or product range. This created several challenges from a broker’s perspective, to ensure that evolving client needs are effectively managed. This is even more relevant for electronically transacted policies where accurate occupational coding is so important.

Economic challenges resulting from the pandemic have certainly made some clients quite price conscious. Fortunately, most of our clients have survived and, in many cases, are now more resilient businesses than they were previously.

There has been some client attrition as a result of a combination of retirement or as a result of being an acquisition target but this has not had a material impact on our portfolio.

When engaging with our clients prior to renewal, we have a very specific focus on highlighting to insureds the dramatically increased cost of materials, shortage of labour and other supply chain challenges as these all impact on the adequacy of the expiring sums insured.

This is even more important for commercial buildings. Property owners make up a not insignificant portion of our portfolio. However, convincing clients to increase sums insured and therefore, pay higher premiums at a time when they are also experiencing economic pressures is certainly challenging. Along with interest rates and other inflationary pressures this all adds to further bottom-line stress for many businesses.

Tell us about life outside broking

I've just come back from a ski trip from Perisher, which was lovely to be back skiing after a couple years hiatus. We have two dogs, Duke, a Labrador and Poppy a little Foxy cross that tend to keep us quite busy.

We've just moved house. The last two months have been just so chaotic so I'm looking forward to having everything unpacked and sorted. Otherwise, I'm usually catching up and socialising with friends and family. My degree was food science and nutrition so I am a bit of a foodie and I do enjoy cooking and dining and eating out.

I'm planning our wedding at the moment, we are getting married in March next year. It’s a destination wedding, in wine country, Mudgee. We really love this region and can’t wait to share it with our family and friends. It’s all very exciting.