Job Summary:

- The Operations Lead is responsible for leading the day-to-day delivery of underwriting operations services, ensuring high standards of quality, control, and service performance. The role provides technical leadership and coaching to operational teams, oversees offshore and outsourced service delivery, and leads operational involvement in process, system, and change initiatives. Working closely with Underwriting and key stakeholders, the Operations Lead drives continuous improvement, operational resilience, data quality, and process optimisation to support efficient and scalable business outcome

Job Responsibilities:

Operational Delivery and Service Management

- Coordinate the day-to-day delivery of underwriting operations activities, ensuring work is prioritised, allocated, and completed in accordance with agreed service levels and quality standards.
- Monitor operational workloads, group inboxes, processing volumes, backlogs, and emerging capacity constraints, escalating material issues as required.
- Act as an operational escalation point for complex processing matters, business exceptions, unresolved debtor issues, and service delivery concerns.
- Review feedback from Underwriting, identify recurring themes and root causes, and coordinate appropriate remediation actions.
- Support the effective execution of underwriting administration processes, including complex processing, submission management, debtor management, reporting, and end-of-period activities.

Team Capability and Knowledge Management

- Provide day-to-day technical leadership, coaching, mentoring, and process guidance to Operations Associates, Underwriting Assistants, and other relevant team members.
- Coordinate and deliver training for new and existing processes, systems, and operational requirements.
- Maintain effective knowledge management practices, including process manuals, training materials, and controls that reduce reliance on individual subject matter experts.
- Provide ad hoc coaching and support to team members and promote consistent operating practices across business lines.

Quality Assurance, Controls and Operational Resilience

- Monitor and report quality assurance trends, investigate business exceptions, and coordinate corrective actions relating to processing or data quality issues.




- Execute quality assurance activities in accordance with established frameworks and support the implementation of audit findings into business-as-usual processes.
- Coordinate operational, finance, audit, and regulatory investigations, escalating significant findings and recurring control issues.
- Coordinate business continuity activities and drills, including supporting knowledge-retention requirements and operational resilience obligations.
- Support CPS 230 and other relevant operational resilience activities within the assigned business area.

Offshore and Outsourced Service Delivery

- Coordinate offshore task transitions, including process documentation, training, quality checking, change communications, and transition planning.
- Monitor the quality and service-level performance of offshore and outsourced processing and coordinate training or process improvements where required.
- Support the implementation and ongoing effectiveness of business continuity and knowledge-retention arrangements associated with transitioned processes.

Projects, Systems and Change

- Lead operational involvement in system changes and business initiatives, including requirements gathering, preparation of test scripts, User Acceptance Testing, production validation, and business sign-off.
- Assess upstream and downstream operational impacts of proposed system, process, product, or distribution changes.
- Act as an Operations subject matter expert in project working groups and support the implementation of new systems, raters, workflow solutions, and operational tools.
- Lead smaller operational initiatives and contribute to cross-line programs, ensuring operational readiness, stakeholder communication, process documentation, and training requirements are addressed.

Process Improvement

- Analyse operational processes to identify opportunities to improve efficiency, quality, control effectiveness, and end-to-end cycle times.




- Lead or support the design and implementation of standardised and future-state processes, including process maps, procedures, work instructions, and processing requirements.
- Lead operational impact assessments for new products, processes, and systems on behalf of Underwriting Operations.
- Promote accurate and consistent data capture and provide stewardship over data quality throughout operational processes.
- Monitor the quality of critical data elements and coordinate remediation of recurring data issues.
- Support the design of processing and operational support requirements for new products, facilities, and distribution arrangements

Reporting and Stakeholder Engagement

- Prepare and provide operational reporting and commentary covering service levels, quality, workloads, backlogs, debtors, exceptions, incidents, and offshore performance.
- Translate operational data and feedback into clear insights, trends, risks, and recommended actions for Senior Operations Managers and business stakeholders.
- Maintain effective working relationships with Underwriting, Finance, Technology, Risk, Claims, Actuarial, offshore teams, outsourcing partners, and other functional stakeholders.
- Escalate material delivery, quality, capacity, data, control, or stakeholder issues in a timely manner.
- Support regular operational governance discussions and provide subject matter expertise on assigned business processes.

Job Competencies

- High level of attention to detail
- High level accuracy skills
- High level of customer service
- Strong level of self motivation and ability to work autonomously
- Strong organisational and time management skills
- Robust verbal and written communications skills
- Sound decision making skills
- Sound relationship building skills
- Developing people management skills
- Developing leadership capabilities

Job Experience & Qualifications

- Significant previous relevant experience in the General (non-Life) Insurance industry.
- Excellent working knowledge of PC based systems and applications such as Outlook, Microsoft Word, Excel, PowerPoint and database systems for managing contacts, schedules and calendars is required.
- HSC (or equivalent) essential.
- Tertiary qualifications in a related discipline would be desirable.
- Previous relevant experience in a supervisor capacity desirable

📌 Operations Lead - Third Party (Sydney)
🏢 Liberty in Asia Pacific
📍 Sydney