Job Title

Petcover group Melbourne, Victoria, AustraliaWe currently have an exciting career opportunity for a Head of Insurance Operations role. This position will report into the Group CEO.The successful candidate can expect to work with General Managers of all geographies, currently Australia, New Zealand, UK, Ireland, Austria, Philippines, and India.Work Style: The role is hybrid in that you can work in any one of our office locations and from home where appropriate.Company OverviewWe can operate as an MGA, TPA, or broker within personal lines and commercial. Primary pet-related but we can extend to other products. There are approximately 250 people working in various locations.This role is critical in ensuring that all processes are efficient, compliant, and aligned with the companys strategic goals. The Head of Insurance Operations will be responsible for managing teams, streamlining workflows, and ensuring customer satisfaction while adhering to industry regulations.The ideal candidate will have a strong background in insurance operations, excellent leadership skills, and a proven ability to implement process improvements.As a Head of Insurance Operations, you will play a pivotal role in driving operational excellence and fostering a culture of continuous improvement. You will work closely with other departments, including underwriting, claims, and customer service, to ensure seamless coordination and delivery of services.Your ability to analyze data, identify trends, and make informed decisions will be key to your success in this role. In addition to managing day-to-day operations, you will also be responsible for developing and implementing policies and procedures that enhance efficiency and compliance.You will monitor key performance indicators (KPIs) to assess the effectiveness of operations and identify areas for improvement.Your leadership will be instrumental in motivating and developing your team, ensuring they have the skills and resources needed to excel in their roles.This position requires a deep understanding of the insurance industry, including regulatory requirements and market trends.You should be comfortable working in a fast-paced environment and adept at managing multiple priorities. Strong communication and interpersonal skills are essential, as you will be interacting with a wide range of stakeholders, including clients, team members, and senior management.If you are a results-driven professional with a passion for operational excellence and a commitment to delivering exceptional service, we encourage you to apply for this exciting opportunity.Group ResponsibilitiesOversee daily operations of the insurance department to ensure efficiency and compliance.Develop and implement policies and procedures to streamline workflows.Monitor key performance indicators (KPIs) and identify areas for improvement.Collaborate with underwriting, claims, contact centers, and customer service teams for seamless operations.Ensure data security, compliance with industry regulations, and company standards.Develop and maintain insurance relationships with existing and new insurers, alongside the Group CEO.Analyze data and trends to make informed operational decisions, ensuring standardization is maintained.Lead, motivate, and develop team members to achieve departmental goals in association with each General Manager.Handle escalated issues and resolve them in a timely manner.Lead and manage new project developments as appropriate.Key Performance Indicators KPIsDeliver agreed expense efficiencies across all operations.Ensure all contact center operations answer calls within agreed center targets and have less than 5% abandoned calls.Monitor and drive claims handling performance for claims settlement times.Review and maintain all company procedures manuals, so that any insurer audit is achieved to a high standard and at the very least a pass.Ensure all operational projects are delivered on time, with the right quality and within budget.Ensure operational headcount is minimized through efficiency gains and automation.Standardized job descriptions and KPIs across operations.Core Individual Requirements:Bachelors degree in Business Administration, Insurance, or a related field.5+ years of experience in insurance operations or a similar role.Strong understanding of insurance industry regulations and best practices.Proven leadership and team management skills.Excellent analytical and problem-solving abilities.Strong communication and interpersonal skills.Proficiency in insurance software and data analysis tools.Ability to work in a fast-paced, dynamic environment.Project management experience at stakeholder, senior manager, or process expert.Strong process re-engineering skills and change management expertise.Salary negotiable Please provide an indication of expectation when applying for this role.You can be based in Australia, New Zealand, UK, Philippines, Ireland, or Austria. Do not apply if you are not based in these locations.Seniority levelExecutiveEmployment typeFull-timeJob functionSales and Business Development #J-18808-Ljbffr