Life Insurance Administration Manager

About the role

A rapidly growing business in the life insurance and financial advice sector, based in a Surry Hills office, is recruiting an experienced Life Insurance Administration Manager. You will lead a small team across Australia and offshore, overseeing the day-to-day life insurance administration function so that workflows run smoothly, service standards are met and the team performs well. The role is hands-on, with mentoring and active involvement in complex cases and escalations, and includes identifying efficiencies and streamlining processes.

Key responsibilities

• Lead, coach and develop a team of onshore and offshore life insurance administrators.
• Oversee daily workflows, prioritise tasks and allocate workloads for efficient service delivery.
• Monitor team performance against SLAs, productivity targets and quality standards.
• Manage outstanding requirements, suspense items, backlogs and complex or escalated cases.
• Stay hands-on with administration and support the team where needed.
• Improve processes and streamline workflows, and ensure effective handovers between onshore and offshore teams.
• Work with senior leadership on team performance and continuous improvement, and support new systems, technology and automation initiatives.

Required profile

• Proactive, resilient and engaging leader who thrives in a fast-paced environment.
• Experience in life insurance administration, new business case management, financial planning, paraplanning, adviser support or practice management.
• Previous team leadership or people management experience.
• Strong understanding of administration workflows, outstanding requirements and case management processes.
• Excellent organisational skills, strong communication skills and the ability to build relationships with internal and external stakeholders.

Required skills

• Hands-on approach to managing complex cases and escalations.
• Ability to handle competing priorities and high volumes.
• Confidence with technology and an interest in automation and innovative ways of working.

What we offer

• A rapidly growing business with career progression opportunities.
• Genuine ownership of a team and the chance to influence operational improvements.
• A collaborative leadership team and a vibrant Surry Hills office.
• Wellness initiatives, including group fitness activities.
• The chance to contribute to technology, AI and process improvement initiatives.