Job Description

Job Category: Call Centre and Customer Service

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Senior Technical Manager

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As a Senior Technical Manager, you'll play a pivotal role in elevating technical capability and driving operational excellence across our Customer Service & Operations function. You'll bring deep expertise to guide teams, champion continuous improvement initiatives, and ensure the delivery of high-quality, compliant services.

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You'll influence outcomes for customers, partners, and internal stakeholders by embedding best practices, optimising processes, and fostering a culture of performance and innovation.

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- Lead the team's technical capability through effective communication, coaching and fostering a culture of collaboration and teamwork.
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- Provide expert technical advice to leaders and stakeholders, embedding a culture of customer‐centricity, technical excellence, and continuous improvement.
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- Ensure best‐practice processes, methodologies, and quality frameworks are developed, maintained, and continuously improved.
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- Ensure an effective control framework is in place and adhered to across all processes.
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- Drive high‐quality outcomes and champion change that delivers meaningful business impact.
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- Strengthen technical capability across the team to meet current and future business needs.
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What skills and experience you'll bring on this journey

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- Extensive leadership experience within financial services/insurance,



with a strong team management track record and uplifting capability in service/operational environments.
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- Deep technical and operational expertise in the service/operations, including telephony, policy administration, CRM & digital systems, and end‐to‐end service processes.
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- Proven ability to lead and embed continuous improvement, including identifying inefficiencies, removing duplication, and implementing sustainable process enhancements.
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- Excellent communication and interpersonal skills, with the ability to influence, challenge constructively, and build trusted relationships at all levels of the organisation.
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- Strong stakeholder engagement skills, with experience collaborating across functions such as Product, Technology, Underwriting, Claims, Sales, Finance, Legal, and Governance.
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- High level of resilience, adaptability, and sound judgement, with the ability to navigate ambiguity and maintain a solution‐focused approach under pressure.
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Benefits

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Job flexibility: hybrid approach with 3 days in office and 2 days from home after training.

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Career growth: comprehensive onboarding, continuous professional development, supportive work setting.

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Leave benefits: regular annual and personal leave, anniversary leave, volunteer leave, and comprehensive paid parental leave scheme.

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Complementary travel insurance to support your professional journey and passion for travel.

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📌 Senior Technical Manager (New South Wales)
🏢 Zurich Cover-More
📍 New South Wales