Operations Manager 

Are you ready to lead a high-performing operations function within a trusted name in insurance? We're looking for 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. With the pet insurance division continuing to evolve and expand, it’s a great time to bring your leadership to the table and help shape the next phase of growth.

What you’ll be doing:

• 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

What we’re looking for:

• 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

Why join?

• Be part of a well-respected, nationally recognised insurer
• Play a critical role in a high-growth business unit with real impact on customer outcomes
• Join a values-led organisation with a strong leadership team and people-first culture
• Contribute to a dynamic, purpose-driven division where your leadership will be valued

Ready to take the next step in your leadership career and make a meaningful impact? We’d love to hear from you.