Operations Manager

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

Are you a commercially sharp leader who thrives on building high-performing teams, driving growth, and making things work better every day? Rapid Solutions is looking for an Operations Manager to own and grow our Australian portfolio, someone who brings genuine accountability, a bias for action, and the resilience to lead through complexity.

About us

Rapid Solutions is part of the Pacific group of companies. Our purpose — Providing our world with Soft Landings — sits at the heart of everything we do. We are a values-driven team that takes genuine pride in the quality of service we deliver and the culture we build together.

About the role

Reporting directly to the Rapid Solutions CEO, you will serve as the product owner for our Australian operations, coordinating every aspect of the product, its distribution, and portfolio policy growth. You will lead a team of Customer Service Officers and work closely with key internal stakeholders across marketing, finance, underwriting, legal, risk, and compliance to ensure we hit our milestones and exceed our targets.

What you'll do

• 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.

What you'll bring

• Demonstrated experience leading a team in a professional services environment, with genuine accountability for performance, culture, and outcomes.
• Strong commercial acumen — the ability to weigh risk against opportunity and cost against benefit without defaulting to either risk aversion or sales pressure.
• The capacity to triage competing demands from your team, data, and stakeholders quickly and decisively, without losing the team's trust.
• A continuous improvement mindset: you don't just spot the friction — you fix it and uplift capability around it.
• Qualifications and/or solid experience in business management.
• A sound understanding of the role and importance of insurance.
• Project and change management experience.
• Strong written and verbal communication skills, including report writing.
• Well-developed analytical skills.
• Excellent time management and stakeholder management skills - you can balance competing priorities while meeting deadlines.
• Personal attributes of humility and resilience, and a strong intrinsic drive to succeed.
• Experience managing complex liability and/or professional indemnity lines.

At Rapid Solutions, you'll have real ownership over a meaningful portfolio and a genuine seat at the table. We value the Badger culture — transparency, support, and innovation — and we work hard to live it every day. We also recognise that great work requires balance, and we respect your right to disconnect.