Australia Portfolio Operations Lead

Pacific International Insurance (AU/NZ); Newcastle; On-site; AUD 120,000 - 170,000; Full time

Job summary

Rapid Solutions is seeking a commercially sharp Operations Manager to own and grow our Australian portfolio. You will lead a Customer Service team and collaborate with marketing, finance, underwriting, legal, risk, and compliance to hit milestones and exceed targets.

You will oversee sales, service, and portfolio performance, deliver product milestones including launches, and drive continuous improvement while maintaining Pacific policies and risk controls.

Qualifications

• Experience leading a team in a professional services environment with accountability for outcomes.
• Strong commercial awareness with ability to balance risk and opportunity.
• Ability to triage competing demands from team, data, and stakeholders.
• Continuous improvement mindset and capability uplift.

Responsibilities

• Oversee all sales and service activities for the portfolio, driving policy sales and retention targets.
• Lead and develop your team to optimise portfolio performance and deliver an exceptional customer experience.
• Deliver critical product milestones — including product launches — on time and to specification.
• Coordinate with internal stakeholders to keep the business moving.
• Report regularly to management on lead indicators and portfolio trends.
• Oversee the claims triage function, ensuring timely management of initial notifications and payments, and appropriate escalation.
• Identify and implement continuous improvement initiatives across processes and team capability.
• Manage all risks associated with the business function in line with Pacific policies and procedures.

Skills

Team leadership

Commercial acumen

Stakeholder management

Change management

Project management

Problem solving

Insurance knowledge

Education

Business management degree or equivalent

Tools

Microsoft Office

Data analysis

Report writing

Job description

Rapid Solutions is seeking a commercially sharp Operations Manager to own and grow our Australian portfolio. You will lead a Customer Service team and collaborate with marketing, finance, underwriting, legal, risk, and compliance to hit milestones and exceed targets.

You will oversee sales, service, and portfolio performance, deliver product milestones including launches, and drive continuous improvement while maintaining Pacific policies and risk controls.