About the role

As the Admin Operations Leader, you will oversee the day-to-day administration operations, ensuring the efficient allocation and management of investigative cases while delivering exceptional service to clients and investigators. You will coordinate workloads, monitor service performance, support compliance obligations, and provide leadership across the administration function.

Key responsibilities

- Act as a key point of contact for clients and investigators.
- Provide timely updates and exceptional customer service.
- Build and maintain strong relationships with clients, investigators, and internal stakeholders.
- Ensure service level agreements (SLAs) are consistently achieved.
- Lead and mentor a team of Administration Consultants, ensuring high standards of service delivery and performance.
- Manage and coordinate daily administration team workloads.
- Review, assess and allocate new investigation referrals.
- Monitor investigator capacity and optimise case allocation.
- Generate and approve client invoices accurately and within required timeframes.
- Maintain investigator licensing and compliance records.

About you

- Experience in an operational environment (preferably in claims or investigations)




- Strong organisational and workload management skills
- Exceptional attention to detail
- Excellent written and verbal communication skills
- Advanced Microsoft 365 and database management skills
- The ability to build robust client relationships and deliver outstanding service
- Experience leading, mentoring and supporting teams to achieve operational objectives and deliver high-quality outcomes
- A collaborative and solutions-focused approach
- Team leadership experience, including mentoring staff, coordinating workloads, and driving operational performance
- Insurance claims experience

About us At Corporate Investigative Services (CIS), our purpose is to be Australia's most trusted provider of insurance investigation services. We partner with leading insurers across Australia to deliver professional, timely, and respectful investigations that help resolve claims while supporting positive customer outcomes. Our people are at the centre of everything we do, and we offer a supportive and collaborative team environment, professional development and growth opportunities, and a workplace that values integrity, respect, diversity, and wellbeing.

📌 Admin Operations Team Leader (Carlton)
🏢 Corporate Investigative Services
📍 Carlton