Operations Manager - Insurance Industry
We are seeking a capable and collaborative leader to oversee the Customer Service and Claims teams within the pet insurance arm of a major insurer.
The Opportunity
This is a hands-on, high-impact role reporting to the General Manager. You'll be responsible for leading day-to-day operations, driving process and system improvements, and embedding a strong customer and compliance culture.
Key Responsibilities
* Leading and mentoring a close-knit leadership team across customer service and claims
* Managing the end-to-end operations function, with a focus on service quality, compliance, and customer outcomes
* Driving continuous improvement initiatives, including process optimisation and system enhancements
* Supporting the rollout of regulatory requirements and balancing customer, commercial, and compliance needs
* Preparing performance reporting and insights for internal stakeholders
Requirements
* Experience in insurance or financial services – ideally with exposure to claims and regulated environments
* A confident people leader who can inspire, guide, and roll up their sleeves when needed
* A strong understanding of operational risk, compliance, and customer service delivery
* Excellent communication skills and a collaborative, solutions-focused mindset
* Someone who thrives in change and is passionate about building and improving systems and processes
About Us
We're a well-respected, nationally recognised insurer offering a critical role in a high-growth business unit with real impact on customer outcomes.
You'll join a values-led organisation with a strong leadership team and people-first culture.