The Operations Team Leader leads a high-performing claims team within a fast-paced financial services environment. Responsible for coaching staff, managing daily operations, and driving service excellence, the role focuses on improving customer outcomes and team performance. It offers flexible working arrangements, a supportive culture, and the chance to make a meaningful impact.

Client Details

This respected financial services firm is known for its customer-first approach and commitment to delivering peace of mind through tailored insurance solutions. With a strong focus on innovation, compliance, and continuous improvement, the company offers a supportive and growth-oriented culture.

Description

• Lead and coach a team of Technical Support Officers and Case Managers
• Drive performance and service quality to meet business goals and SLAs
• Foster a customer-centric culture through effective coaching and leadership
• Manage day-to-day operations including claim allocation and closure
• Provide strategic guidance on customer resolution and experience enhancement
• Identify and mitigate risks, including fraud and vulnerable customer cases
• Collaborate across departments to support projects and change initiatives

Profile

A successful Team Leader should have:

• Proven experience leading customer service or claims teams
• Strong knowledge of insurance principles and claims processes
• Exceptional leadership, coaching, and mentoring capabilities
• A proactive mindset with a focus on continuous improvement
• Resilience and adaptability in a dynamic environment
• Qualifications in insurance, business, or coaching (preferred but not essential)

Job Offer

• A collaborative and inclusive workplace culture
• Opportunities for professional development and career progression
• The chance to make a meaningful impact on customer outcomes
• Flexible working arrangements to support work-life balance
• Employee well being initiatives and a supportive leadership team

If you're ready to take the next step in your career as a Team Leader, we encourage you to apply now.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Leasha Adaway on +61 3 8616 6226 .