Head of Broking Operations
HybridMelbourne, Victoria, Australia
Job Summary
Lead and enhance the Broker Experience across the CBN network through efficient and consistent operational practices. Develop and implement operational strategies that improve service delivery, broker satisfaction, and business performance. Provide leadership, coaching, and direction to Broking Operations team leaders and support teams. Drive continuous improvement initiatives focused on efficiency, productivity, and customer outcomes. Monitor and report on operational KPIs, service levels, and OKRs to provide actionable business insights. Oversee the optimization of broking systems, technology, and automation opportunities. Develop and maintain best-practice operational processes, tools, and frameworks. Collaborate with internal teams and external partners to improve service delivery and broker value. Act as a subject matter expert on broking operations, industry trends, and operational best practice. Support onboarding, transitions, and ongoing operational excellence across the CBN community.
Required Qualifications
- 10+ years' experience in insurance broking operations, general insurance or financial services
- Demonstrated experience leading operational, service delivery or customer-focused teams
- Strong understanding of broking practices, insurance products and policy lifecycles
- Experience improving service efficiency through process optimisation and technology adoption
- Proven ability to lead operational change and continuous improvement initiatives
- Strong commercial acumen and strategic thinking capability
- Experience influencing stakeholders and building strong working relationships across multiple functions
- Excellent analytical, problem-solving and decision-making skills
- A collaborative leadership style with a focus on capability development and team success
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