Q&A with John Elliott, Founder & CEO of Elliott Insurance Brokers

Elliott Insurance Brokers went from attending an ASW webinar to successfully embedding their ASW Philippines team into their culture, creating a high-performing, collaborative partnership. John Elliott, founder and CEO of Elliott Insurance Brokers, shares his insights and experiences in their international talent partnering journey. Here are highlights from the interview. Watch the full video after the article.

Q: Can you tell us about Elliott Insurance, the history of the business, and your role within the company?

John Elliott: Elliott Insurance is a small brokerage based in Western Australia with about 16 staff. We have two main sections: All Trades Cover, which focuses on trades and construction with around 4,500-5,000 clients, and Elliott Insurance, a general insurance broker established in 2008. We’ve been partnering with ASW for nearly a year now.

Q: What were the challenges Elliott Insurance faced before building your international team?

John Elliott: We had a significant transactional workload, especially with All Trades Cover. We previously used offshore assistance in a work-from-home model but faced challenges in onboarding more people and building a close relationship with offshore staff. We wanted to create the same culture and team environment that made us successful in Australia, and address concerns about quality, language barriers, and staff retention.

Q: What does your international team look like today?

John Elliott: We now have a team of seven. We started with three senior hires in July after a thorough recruitment process, focusing on getting the highest skilled and best-experienced people. Within three months, we added four more mid-tier candidates to be trained by our seniors.

Q: What was the motivation for initially hiring senior staff?

John Elliott: We wanted to invest in training and upskilling seniors to guide new hires at any level. This approach addressed challenges we faced in Australia, such as wage and promotion pressure from younger graduates. By having experienced seniors, we ensured stability and quality in our administrative support.

Q: Did you have any apprehensions before growing your international team?

John Elliott: Yes, we were concerned about the quality of work and accountability. We structured our team to align one offshore broker support person with each account executive, ensuring accountability and integration into our team. This approach eliminated fears about quality and provided a clear line of responsibility.

Q: What impact has the international team had on your local team and productivity?

John Elliott: Although it’s still early, we’ve seen positive changes. The integration of new workflow management systems and technology, along with the offshore team, has made the transition smoother. We expect to see significant efficiencies and productivity gains in the next 12 months as the team becomes more familiar with clients and processes.

Q: How do you ensure team culture and integration between your international and local teams?

John Elliott: We engage in community programs in the Philippines and have visited the team there. This has helped build relationships and show our commitment. Each offshore support person is integrated into their respective teams, participating in presentations and client communications, which fosters a sense of belonging and accountability.

Q: How do you ensure quality outcomes for your clients?

John Elliott: We have systems in place to track workflow and deadlines. Each piece of work is assigned to an offshore support person with a timeline and deadline. The account executive is notified if deadlines are not met, ensuring accountability and quality assurance.

Q: Why did you decide to invest in the training and development of your international team?

John Elliott: We wanted to make our team “unpoachable” by investing in their development, including Tier 1 and Tier 2 qualifications. This investment shows our commitment and builds loyalty. The training ensures they can engage with clients at a higher level, maintaining the quality of service.

Q: What advice would you give to business leaders considering building an international team?

John Elliott: Involve your local team in the decision-making and hiring process. Prepare and engage your team to ensure a smooth transition. Launching with a strong, skilled team from the start can make a significant difference. Treat the international team as an integral part of your business and invest in their development.

Q: What was it about the ASW model that appealed to Elliott Insurance?

John Elliott: ASW’s focus on building a strong workplace culture and providing leadership training stood out. Their efforts in creating a positive work environment and supporting staff made us confident that we wouldn’t have to do all the heavy lifting ourselves. This support has been crucial in our successful integration of the international team.

WATCH THE FULL VIDEO FOR MORE INSIGHTS.