As Senior Operations Manager, 1st Party Australia, you'll own the end-to-end delivery of operational excellence across specialty product lines. You'll lead and develop a high-performing team, drive strategic initiatives, and shape how we deliver efficient, consistent and high-quality service across APAC.
If you thrive on problem solving, continuous improvement and partnering with senior stakeholders, this role puts you at the heart of our growth plans.
You'll be joining a business that values development, collaboration and practical innovation. Liberty offers a supportive culture, career progression opportunities, and the chance to influence systems and processes that matter, from AI and rating tools to workforce planning and BCP. This is an excellent role for someone who wants visible impact, leadership scope and the resources to deliver meaningful change.
Read on to find out more!
Who are we?
At Liberty, we take a long-term view, and part of that is building genuine relationships, both internally with colleagues and externally with our clients and brokers. Our people have the opportunity to make a real impact; we want to grow people's careers, recognize their potential, celebrate their uniqueness, and provide them with the knowledge and environment to succeed.
Liberty's leadership team and management have the stability, experience, and foresight to guide us through the ups and downs of the financial cycle, while empowering our teams to focus on market relevance and delivering quality customer service. Other benefits include:
* Our employees are what make us outstanding, and we celebrate diversity. We offer a range of tools to support employee well-being and diversity, inclusion, and equity, such as well-being training, EAP guidance, employee led community groups, generous parental leave allowance, fresh fruit, and more.
Why Liberty?
* Our underwriting & claims methodologies and technical expertise.
* NIBA General Insurer of the Year 2021 and NIBA Specialty Insurer of the Year 2022, 2023, 2024 & 2025.
* Local Underwriting/Claims authority.
* Our Market Approach is built on capability, consistency, and personal rapport.
* Market-leading products.
* Our product development team ensures we are quick to address gaps and introduce new products to the market.
* Autonomous, performance-oriented culture.
* Glo bal organization - Opportunities for secondments.
* Profitable year on year since establishment.
Key Responsibilities?
You will lead operational strategy and day-to-day execution for assigned specialty product lines across APAC, managing a team of operations professionals and partnering with underwriting, systems, offshore partners and other stakeholders to deliver efficient, high-quality outcomes. You'll own implementation of digital and systems initiatives, drive continuous improvement and lead cross-line projects, offshoring transitions and capacity planning. Duties will include but not be limited to:
* Lead and manage a team of direct and matrix reports, setting goals, coaching, mentoring and driving performance and service excellence.
* Oversee implementation and testing of technology and digital strategies (rating, workflow and AI tools) and manage system-related initiatives.
* Lead offshoring and outsourcing initiatives: feasibility, process re-engineering, transition planning, training and ongoing governance.
* Monitor and report SLA, quality, BCP and performance metrics for onshore, offshore and outsourced processes.
* Identify and implement continuous improvement opportunities: process analysis, gap analysis, standardisation and removal of non-value activity.
* Act as primary interface between business units and Liberty functional departments; elevate and resolve operational issues.
* Support and lead operational projects in conjunction with project management and senior stakeholders.
* Contribute to workforce planning, capacity management and financial reporting activities.
* Maintain and enforce data quality standards, manage data structure queries and reduce error rates.
* Act as 2IC to the Head of Underwriting Operations for projects and change initiatives as require
About you
* Advanced attention to detail and accuracy
* Strong leadership, delegation and people management skills with experience supervising and mentoring teams
* Advanced prioritisation, time management and decision-making abilities
* Strong verbal and written communication and stakeholder influencing skills
* Demonstrated ability to drive results, continuous improvement and change initiatives
* Strong analytical, investigative and research skills
* Good commercial, business and financial acumen
* High level of customer service and ability to partner with underwriting and functional leaders
* Experience in process re-engineering, workflow analysis and systems testing
* Proven experience in insurance operations (general insurance preferred) or financial services operations
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