Senior Operations and Customer Service ManagerA fantastic opportunity to take the helm of our New Business team leading up to 15 direct reports in our Operations division. As an experienced leader, you’ll play a pivotal role in motivating and developing the team to deliver market leading levels of performance and employee engagement, while maintaining and developing a strong customer centric service culture.This role will report directly into our Group Executive of Operations. You will need to be both BAU/Operational as well as strategic with a future state focus.Primary (Key) ResponsibilitiesDaily management of the new business team and embedding the ‘approved ways of working’ in the broader operational teams at Clearview.Management, ownership and reporting of individual and shared key performance indicators such as workflow and productivity, compliance with regulatory, contractual, and business objectives such as service level agreements (SLAs), cycle times and application completion rates.Manage key stakeholder relationships and competing priorities promoting strong alignment to business objectives and open communication.Proactively manage the governance activities to meet all risk and compliance requirements, including managing risk and controls, incident and complaints management.Provide strategic leadership and subject matter expertise for various projects and business initiatives.Secondary ResponsibilitiesSupport the Executive GM, Operations in various activities to drive improvements in performance and culture in Clearview.Conduct performance management and career development planning activities to support Clearview employee engagement strategy.Manage the New Business Hub: a repository containing all the policies, procedures and controls for the effective management of the team.Direct ReportsUp to 15 people.Key External RelationshipsFinancial advisers and customers.Third Party Medical Providers.Regulatory and industry bodies.Key Internal RelationshipsLife Operations Leadership Team.State Managers and Sales Team.Product Solutions Manager.Risk and Compliance.Attributes or Skills RequiredDemonstrated leadership and team management experience.Strong stakeholder and relationship management skills.Life Insurance Experience in Administration - preferred.Strong written, verbal and oral communication skills.Strong planning and prioritisation skills.Resilient and conflict resolution skills, being able to work under pressure with competing priorities.Why us?ClearView is an innovative culture where ideas are welcomed, and results are recognised. Join us and you will be joining a group of likeminded, passionate people who turn up every day to share, help and be better than yesterday…together!Some of our benefits include:Workplace flexibility: We have a hybrid remote-working model to give you the support you need to help balance your career with the things that make your life rich - such as family, health and doing the things you love.Employee Referral Program: Successfully refer a friend and receive $1,000.Extended Parental Leave: 16 weeks paid Parental leave cover.Learning and Development: Over 6,000 LinkedIn learning courses, helping you to achieve better results in your role, along with targeted development plans for critical succession planning.Additional Leave: We offer up to another full week of annual leave.Volunteer Day: 2 days of paid leave to volunteer in the community per year.IPAC rewards: An extensive rewards program offering discounts and cash-back deals at over 350+ retailers.Employee Assistance: Free and confidential counselling services to all employees and their families.Study Assistance: ClearView promotes learning and will provide financial assistance for approved learning and time off work to study and complete exams.
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