Insurance Operations Team Leader

Company:

Marsh

Description:

Marsh is seeking an Insurance Operations Team Leader to lead a small team of Client Service Specialists and help drive operational excellence across our insurance servicing environment. The position is based in Sydney and has the requirement of working at least three days per week in the office.

This role is ideal for an experienced financial services operations professional who aspires to gain experience as a people leader, and thrives in a fast-paced, SLA-driven setting. You will be someone who enjoys improving processes, uplifting capability, and partnering with stakeholders to deliver great broker and client outcomes.

We will count on you to:

• Lead and develop a small team through coaching, onboarding, performance management, training, and ongoing upskilling.
• Manage day-to-day operations by allocating workload, prioritizing tasks, and ensuring work is delivered within defined SLAs while maintaining service quality and accuracy.
• Act as the primary operational escalation point for broker queries—resolving issues promptly and escalating when required.
• Drive continuous improvement across processes (efficiency, accuracy, standardization, documentation, and automation).
• Serve as a system super-user, supporting testing/validation of updates and coordinating releases and rollouts with IT and stakeholders.
• Support audit and quality control activities within the Centre of Excellence (COE), ensuring controls are maintained and corrective actions implemented.

What you need to have: 

• Proven experience in an insurance operations services role or related financial services operations position.
• Demonstrated people leadership experience (coaching, training, performance management).
• Strong capability managing workflow in SLA-driven environments.
• Experience delivering process improvement and participating in automation and/or systems implementation initiatives.
• Strong stakeholder management and communication skills (comfortable partnering across functions and supporting brokers).

What makes you stand out?

• Solid understanding of major classes of insurance and working knowledge of relevant legislation including the Insurance (Agents & Brokers) Act, Insurance Contracts Act, Fire Services Levy, Stamp Duties, Workers’ Compensation, and other applicable requirements.

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh Risk is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.