The People Plugin is proud to be partnering with ICR Group, an innovative insurance services and technology business, to recruit an experienced Operations Director.

ICR Group provides advanced software and agentic AI product solutions, combined with specialised on-ground support services for the insurance sector.

At the heart of the business is ICR’s temporary accommodation offering, supporting major insurers and their policyholders when people are displaced from their homes due to natural disasters, emergencies or property repairs.

With significant growth ahead and plans to diversify into recent products, verticals and markets, ICR is now looking for a senior operations leader who can strengthen its core operating engine while helping build the business for its next stage of growth.

This is a highly influential role working directly with the CEO and leadership team, with genuine ownership over how ICR operates, scales and delivers for its customers.

About the Role

Reporting directly to the CEO, the Operations Director will take end-to-end ownership of ICR’s national operational function.

You’ll lead the teams responsible for booking and placement, extensions, supplier and accommodation networks and customer care, ultimately owning the experience from the moment a claim is received through to the policyholder moving out of temporary accommodation.

But this role is much broader than running day-to-day operations.

You’ll be responsible for turning ICR’s strategic plans into operational reality, building stronger systems and processes, improving performance and cost-to-serve, developing leaders and creating an operating model that can scale as the business grows.

You’ll work closely with Commercial, Product,



Finance and the wider leadership team, while also acting as a senior operational partner to ICR’s major insurance clients.

This is a player-coach role. You’ll lead through capable managers and spend your time working on the business, but you also won’t be afraid to step into the detail when something difficult needs to be solved.

Key Focus Areas

Operational Leadership & Performance

- Own end-to-end operational delivery across the full temporary accommodation lifecycle.
- Lead operational performance across key measures including SLA attainment, time-to-place, cost per claim, complaints and customer experience.
- Take ownership of complex escalations, exceptions and sensitive operational decisions.
- Lead ICR’s operational response during catastrophe and surge events.
- Own workforce planning, operational budgets and cost-to-serve.
- Use performance data to identify where the business needs to improve and take action.

Build for Scale

- Review, map and redesign operational processes to remove friction and improve efficiency.
- Turn recurring problems and escalations into scalable systems and structural solutions.
- Build clear playbooks, operating rhythms, decision frameworks and escalation pathways.
- Improve handoffs between Operations, Commercial, Product, Finance and external partners.




- Create structure where needed without adding unnecessary bureaucracy.
- Build an operation that can scale without relying on senior leaders to solve every problem.

Technology, Automation & AI

- Work closely with ICR’s Product and technology teams to improve the proprietary platform.
- Identify opportunities to automate repetitive work and improve speed, accuracy and service.
- Use data and operational insights to influence product development and priorities.
- Champion better use of systems, workflow tools, automation and AI across the operation.
- Ensure technology supports the team rather than creating additional complexity.

New Products & Markets

- Help design the operating model for new products, service lines and markets.
- Lead operational readiness including structure, capacity, supplier networks, systems, recruitment and go-live.
- Build repeatable operating models that can be adapted across different regions and services.
- Ensure new offerings meet ICR’s service standards from day one.
- Bring a broader general-management mindset as ICR continues to diversify.

Customer & Commercial Partnerships

- Act as the senior operational counterpart to ICR’s insurance partners.
- Build credibility and trust with senior stakeholders within major corporate clients.
- Partner with Commercial to onboard new insurance carriers and turn client requirements into effective operational delivery.
- Use data, service performance and operational insight to strengthen existing client relationships.
- Make balanced commercial decisions across customer outcomes, cost, contracts and reputation.
- Be confident navigating c

📌 Operations Director (Adelaide)
🏢 The People Plugin
📍 Adelaide