Assistant Manager - Operations - Insurance - Australian Shift

We are seeking a motivated and detail-oriented Assistant Manager to join our Broker Collections and Credit Control team. In this role, you will manage daily operational activities, support the Manager in achieving team goals, and drive continuous improvement while maintaining a strong customer-centric approach. Minimum 1 year in General Insurance and good knowledge of Insurance Underwriting or Broker Collection and Credit Control, with overall minimum 5 years’ experience in customer service area.

Key Responsibilities:

• Lead and manage daily team operations by assigning tasks and ensuring completion within the defined SLA targets.
• Monitor transaction quality and accuracy, taking corrective actions or process improvement initiatives when necessary.
• Coach, mentor, and provide constructive feedback to team members to enhance their skills and performance.
• Support new hires during onboarding to ensure quick adaptation and productivity.
• Handle escalations effectively, maintaining composure under operational pressure.
• Collaborate with the Manager and team to meet operational goals and deadlines.
• Provide insights and suggestions to improve processes and systems for operational efficiency.
• Demonstrate empathy and understanding towards client circumstances, ensuring a customer-focused service approach.
• Communicate changes positively and keep the team informed and motivated.
• Prioritize and organize tasks efficiently to handle multiple responsibilities simultaneously.
Required Competencies:

• Minimum 1 year of experience in Underwriting or Money Operations.
• Strong leadership skills with the ability to manage, motivate, and develop a team.
• Excellent verbal and written communication skills.
• Self-motivated with a proactive, solution-oriented mindset.
• Strong analytical and problem-solving skills.
• High attention to detail and accuracy.
• Ability to make effective decisions under pressure.
• Excellent time management and organizational skills.
• Customer-centric approach with empathy and patience.
• Open to feedback and adaptable to change.

Function: Customer Service
Experience Level: Mid-Senior Level