Head of Broking Operations & Experience

Fuse Recruitment; Melbourne; On-site; AUD 180,000 - 260,000; Full time

Job summary

Fuse Recruitment is sourcing a Head of Broking Operations & Experience in Melbourne. This senior leadership role will shape how the national broker network is supported, focusing on broker experience, operations, technology, systems and service delivery.

You will lead operational strategy and drive improvements across the broker network, fostering strong people leadership and cross-functional collaboration with senior stakeholders.

Qualifications

• Senior broking or broking operations leader with 10+ years insurance/broking experience.
• Strong commercial acumen and credibility with brokers.
• Strategic, solutions-focused with people leadership experience.

Responsibilities

• Lead and improve the operational experience across the broker network.
• Drive operational strategy, efficiency and continuous improvement.
• Improve technology, broking applications, systems and automation.
• Develop solutions across distribution, trust accounting and broker support.
• Monitor service delivery and operational performance.
• Support broker onboarding and transitions.
• Partner with senior stakeholders to solve complex operational challenges.
• Develop team capability through coaching and strong people leadership.

Skills

Insurance broking

Leadership

Strategic thinking

Technology improvement

Job description

Head of Broking Operations & Experience

Senior Leadership Opportunity | Melbourne

An exciting opportunity for an experienced insurance broking leader to join a large national insurance broking network in a highly influential senior leadership role.

Reporting to the Executive General Manager – Broking and acting as their 2IC, you’ll shape how the business supports its national broker network, with a focus on improving broker experience, operations, technology, systems and service delivery.

The Role

• Lead and improve the operational experience across the broker network
• Drive operational strategy, efficiency and continuous improvement
• Improve technology, broking applications, systems and automation
• Develop solutions across distribution, trust accounting and broker support
• Monitor service delivery and operational performance
• Support broker onboarding and transitions
• Partner with senior stakeholders to solve complex operational challenges
• Develop team capability through coaching and strong people leadership

About You

We’re looking for a senior broking or broking operations leader with a strong understanding of how insurance brokerages operate.

Ideally bring 10+ years’ insurance/broking experience, strong commercial acumen and enough technical broking knowledge to build credibility with experienced brokers.

You’ll be strategic, solutions-focused and commercially minded, with strong people leadership skills and experience improving technology, systems, processes or operational performance.

The Opportunity

This is broader than a traditional Head of Operations role. You’ll have the opportunity to influence how a significant national broker network operates and supports its brokers.