Job Description

Full-time | Permanent | Hybrid Working

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Role Summary

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The role has responsibility for leading the day-to-day operations of the operations (Policy Maintenance) team, ensuring the delivery of high-quality, efficient and customer outcomes. The role drives team performance, manages risk and compliance obligations, and fosters a culture of accountability and continuous improvement.

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Primary (Key) Responsibilities

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- Lead the day-to-day operations of the Policy Maintenance team, driving service excellence and embedding agreed ways of working across the broader Operations function.
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- Own and manage team performance against key operational metrics, including productivity, workflow management, quality outcomes, regulatory compliance, service standards.
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- Develop and maintain strong stakeholder relationships, effectively balancing competing priorities while fostering collaboration, transparency, and alignment to organisational goals.
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- Proactively oversee governance, risk, and compliance activities to ensure adherence to all regulatory and business requirements, including risk management, controls assurance, incident management, and complaints resolution.
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- Champion a robust risk and compliance culture by taking ownership of role-specific obligations, promoting accountability, and reinforcing that risk management is everyone's responsibility.
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- Lead, coach, and develop team members through effective performance management and career development activities that support employee engagement and retention.
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- Provide subject matter expertise and operational leadership across projects, regulatory change initiatives, business transformation activities, and continuous improvement programs.
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- Maintain ownership of the Policy Maintenance Hub, ensuring policies, procedures, controls, and operational documentation remain accurate, current, compliant, and accessible to support effective team performance.
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- Drive a culture of accountability, customer focus, continuous improvement,



and operational excellence across the team.
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Direct Reports

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- Up to 12 people
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Key external relationships

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- Financial advisers and customers
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- Third party providers – Technology and Material suppliers
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- Regulatory and industry bodies (as required)
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Key Internal Relationships

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- Life Operations Leadership Team
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- State Managers and Distribution Team
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- Product and Pricing
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- Risk and Compliance 1st and 2nd Line
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Qualifications Required

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- Minimum 3 to 5 years' leadership experience within an operational environment with a proven track record of delivering customer, people, and business outcomes.
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- Leadership experience in the Life Insurance industry highly preferred.
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- RG146 accreditation, or the ability to obtain accreditation, is desirable.
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- Sound understanding of the Life Insurance Code of Practice, relevant regulatory frameworks, and risk and compliance obligations within a regulated financial services environment.
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Attributes or Skills Required

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- Demonstrated experience leading and developing high-performing teams, fostering a culture of accountability, collaboration, and continuous improvement.
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- Strong stakeholder engagement and relationship management capabilities, with the ability to influence outcomes and build effective partnerships across all levels of the organisation.
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- Excellent written, verbal, and interpersonal communication skills, with the ability to convey complex information clearly and effectively to diverse audiences.
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- Proven experience leading and implementing end-to-end process improvement and change initiatives, delivering sustainable business outcomes.
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- Highly developed planning, organisational, and prioritisation skills, with the ability to effectively manage competing demands and meet deadlines.
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- Demonstrated resilience, problem-solving, and conflict resolution skills, with the ability to remain calm and effective in a fast-paced environment while managing multiple priorities and stakeholder expectations.
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📌 Team Manager, Operations (New South Wales)
🏢 ClearView
📍 New South Wales