Operations Manager

**About The**R**ole**

Reporting to the General Manager, you will be responsible for the end to end Customer Service and Claims operations. You will also play an important role in supporting system and process improvements to drive productivity and efficiency. By nature you will be a strong leader with a focus on process and system improvement. Your leadership skills will engage your team to deliver outstanding customer service results. It is important that you are able to thrive in a start-up environment, developing processes and systems to deliver scalable results and have experience working in a regulated business.

**Position Accountabilities**
- Lead and manage the Pet Health Insurance Customer Service and Claims functions
- Lead the continuous improvement of the product and services to ensure our competitive position in the market
- Balance operational and strategic priorities, taking into consideration customer and regulatory requirements.
- Maximise the product's financial performance
- Measurement and monitoring of employee and business performance
- Preparation and communication of business performance reporting to stakeholders.
- Implement initiatives to improve processes and the overall customer experience
- Be a role model to the team of our values and culture of high performance with high integrity

**What experience you'll bring;**
- Proven success as a leader in the Insurance sector
- Understanding of the Insurance regulatory environment
- Understanding of business processes, operational challenges and drivers
- Success in delivering change and building highly engaged, diverse teams
- Experience in refining and implementing metrics to track progress with product performance
- Ability to implement initiatives to improve processes and business performance
- Ability to manage risk and ensure a balance between commercial, customer and regulatory requirements
- Experience in providing oversight of key portfolio performance metrics
- Ability to influence and communicate effectively with senior stakeholders

**Our**P**erks**
- Extra leave - Enjoy additional leave days on us You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- Paid parental leave - We support our new parents with paid parental leave and other benefits.
- Workplace giving - If you're passionate about a cause, then we are too - we offer workplace giving and we'll dollar match your donations to registered charities.
- Development opportunities - We're championing your development with internal programs and access to a wide range of online courses.
- Employee discounts - You'll receive discounts on Budget Direct insurance products.
- Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
- Onsite facilities - There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
- Perks App - Access to an employee benefits and discounts app called 'Perks' offering your great discounts, offers and programs across a range of areas.

**About us**

Pet Health Insurance Services, part of Auto & General, is a rapidly expanding end-to-end management service for Pet Insurers, committed to providing exceptional care every day for the betterment of Australian pets. Our team of insurance and veterinary professionals boasts over 100 years of combined experience, dedicated to enhancing the health and well-being of pets across Australia.

**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.**
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.