Team Manager, Operations

Full-time | Permanent | Hybrid Working

Role Summary

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.

Primary (Key) Responsibilities

• 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.

• Own and manage team performance against key operational metrics, including productivity, workflow management, quality outcomes, regulatory compliance, service standards.
• Develop and maintain strong stakeholder relationships, effectively balancing competing priorities while fostering collaboration, transparency, and alignment to organisational goals.
• 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.
• Champion a strong risk and compliance culture by taking ownership of role-specific obligations, promoting accountability, and reinforcing that risk management is everyone's responsibility.
• Lead, coach, and develop team members through effective performance management and career development activities that support employee engagement and retention.
• Provide subject matter expertise and operational leadership across projects, regulatory change initiatives, business transformation activities, and continuous improvement programs.
• 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.
• Drive a culture of accountability, customer focus, continuous improvement, and operational excellence across the team.

Direct Reports

• Up to 12 people

Key external relationships

• Financial advisers and customers
• Third party providers – Technology and Material suppliers
• Regulatory and industry bodies (as required)

Key Internal Relationships

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

Qualifications Required

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

Attributes or Skills Required

• Demonstrated experience leading and developing high-performing teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Strong stakeholder engagement and relationship management capabilities, with the ability to influence outcomes and build effective partnerships across all levels of the organisation.
• Excellent written, verbal, and interpersonal communication skills, with the ability to convey complex information clearly and effectively to diverse audiences.
• Proven experience leading and implementing end-to-end process improvement and change initiatives, delivering sustainable business outcomes.
• Highly developed planning, organisational, and prioritisation skills, with the ability to effectively manage competing demands and meet deadlines.
• 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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