Meet Jaycob Zivkovic – CHU's Implementation Advisor & CHUman of the Year

At CHU, delivering exceptional service is about more than just having the right product—it’s about having the right processes in place to ensure quality, consistency and efficiency that delivers exceptional customer experiences. That’s where Jaycob Zivkovic comes in. As CHU’s Implementation Advisor, Jaycob works closely with various departments to document and refine processes, ensuring that every customer receives a seamless experience across every aspect of the CHU business.

By documenting processes, identifying efficiencies and incorporating customer feedback into driving continuous improvement, Jaycob helps shape how CHU operates, making small but meaningful changes that have a big impact. His attention to detail and passion for process improvement made him ideal for the role, and it’s no surprise that his contributions were recently recognised when he won the CHUman of the Year award.

This internal award celebrates outstanding team members who go above and beyond, and Jaycob stood out as an all-rounder who has worked collaboratively to deliver positive improvements for our teams which has also flowed through to our customers.

We caught up with Jaycob to learn more about his role, his insights on process improvement, and what motivates him in his work.

1. Can you tell us a bit about your role as Implementation Advisor?

I started my journey at CHU in the customer service team in 2021, and from the very beginning, I felt a strong connection to the business. I really enjoyed the role and the culture even more so, which encouraged me to take on additional responsibilities. In my spare time, I created a process manual for the customer service team, which eventually turned into a full revamp of the team's processes. This project became even more exciting when CHU expanded its operations by opening a Manila branch in the Philippines. I spent a month in Manila working closely with the team, helping to train new starters and instilling CHU’s customer first approach into everything they do. During this time, I developed a comprehensive process manual tailored to the team’s needs.

Since this time, I’ve been fortunate enough to help document processes on a broader scale across other areas of CHU, working with teams across the business. My role here at CHU is all about making things run smoother behind the scenes so our teams can focus on delivering great service. I document processes, create ‘How To’ guides, and build tools that help our teams work more efficiently. That might mean automating a calculation, streamlining a process, or making sure everyone has clear and up to date information to refer to. Ultimately my day to day is about making life easier for our customers. By ensuring our teams have the right tools and processes, they can deliver the high-quality service our clients deserve.

2. What is the most rewarding part of your role?

I love knowing that the work I do behind the scenes has a real impact on the CHU experience both internally and externally. It’s satisfying to fix inefficiencies, learn a new faction of the business and create tools that save time. Seeing those improvements come to life and knowing they make a real difference is what keeps me motivated.

3. What do you enjoy most about working at CHU?

One of the things I enjoy most about my role is getting to know and work with so many amazing teams within CHU. Every team has its own unique way of operating, and I love learning about their challenges, finding ways to make their jobs easier, and seeing how we can work together more efficiently. Whether it’s collaborating with underwriting, claims, or our teams in the Philippines, it’s great to be part of a company where everyone is so dedicated to what they do.

4. What advice would you give to someone looking to improve processes in their own workplace?

The best advice I have is, that every action you make in life follows a process, whether we realise it or not. The key is to adjust your perspective, identify an opportunity for improvement and make the process work for you, not against you.

5. What does winning the CHUman of the Year Award mean to you?

Winning this award truly reinforces my passion for what I do every day. It’s not just about the recognition, but about the collaboration, problem-solving, and constant pursuit of better solutions. Being part of a company like CHU that genuinely values teamwork and strives for continuous improvement makes all the effort worthwhile. I’m not just excited for what we’ve accomplished so far, but I’m also looking forward to the future and how we’ll continue to evolve together. Every step we take forward is a reflection of the collective hard work, and I’m proud to play a role in CHU’s ongoing success.

Working at CHU, a rewarding experience

At CHU, diversity and inclusion are central to our culture, policies, and practices. We recognise that a positive team culture has a flow on effect to our customers ensuring they receive the best possible service and expertise. 

To celebrate and recognise our people, CHU launched the CelebraCHUn Program, an initiative that acknowledges and appreciates the outstanding work of our team members.

At the first-ever CelebraCHUn Award Ceremony, Jaycob was recognised as CHUman of the Year for his dedication, innovation, and commitment to continuous improvement. His ability to analyse and enhance CHU’s processes has made a significant impact on our business and our customers.

CHU’s is dedicated to cultivating a thriving, empowered workforce, with customers at the heart of everything we do.

To learn more about life at CHU and career opportunities, see our work with CHU and our benefits page.