Operations Manager

Rapid Solutions; Newcastle City Council; Hybride; AUD 110 000 - 160 000; Plein temps

Résumé du poste

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

You will drive policy sales and retention targets, deliver product milestones, and continuously improve processes while maintaining a strong focus on customer experience and risk management.

Qualifications

• Experience leading a team in a professional services environment.
• Strong commercial acumen and the ability to frame risk against opportunity and cost against benefit.
• Ability to triage competing demands from the team, data, and stakeholders quickly and decisively.
• Continuous improvement mindset: you fix friction and uplift capability.
• Qualifications and/or solid experience in business management.
• Sound understanding of the role and importance of insurance.
• Project and change management experience.
• Strong written and verbal communication skills.
• Well-developed analytical skills.
• Excellent time management and stakeholder management skills – balance priorities and meet deadlines.
• Humility and resilience with intrinsic drive to succeed.
• Experience managing complex liability and/or professional indemnity lines.

Responsabilités

• 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.

Connaissances

Team leadership

Commercial acumen

Stakeholder management

Prioritisation

Insurance knowledge

Change management

Project management

Analytical skills

Communication skills

Resilience

Formation

Business management qualification

Description du poste

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.