National Operations Manager

Mk3 Group has an exciting job opportunity: we are seeking a National Operations Manager. This is a pivotal leadership role within our organisation, responsible for driving operational excellence, shaping a high-performance culture, and supporting the strategic development of our claims and client service functions. We are seeking an accomplished professional with demonstrated ability to lead teams and drive operational performance, or a high-performing manager ready to step into a broader organisational role. The successful candidate will have the opportunity to influence the ongoing growth, innovation, and evolution of Mk3 Group. This is a dynamic, fast-paced role that requires the ability to meet high customer and client expectations in a high-volume, continually adapting environment. If you thrive in delivering operational results, leading motivated teams, and navigating change, we would love to hear from you. Your role The National Operations Manager will oversee claims workflow performance, ensuring teams are supported to deliver high outcomes. This is especially important during large-scale storms and catastrophes. You will work with senior leaders across Claims, Technology, Finance, HR, and other departments to improve processes and support system evolution. Responsible for operational delivery, managing leaders and frontline teams, and ensuring client and customer satisfaction. You will shape strategy, uplift processes, and ensure compliance. Ideal for an experienced leader who thrives in a fast-paced environment, guiding teams through change while maintaining high standards. As a manager, the successful candidate will be expected to uphold and actively promote Mk3 Group’s WHS responsibilities, support safe work practices, and contribute to continuous improvement in safety culture. Key Responsibilities Operational Leadership Oversee national workflow management and ensure performance targets are consistently met. Support day-to-day operations, including lodgements, bookings and frontline administration. Act as the escalation point for complex or sensitive claims Manage resources effectively during surge and catastrophe periods. Provide accurate operational reporting and insights to the GGM. People & Culture Lead and mentor Client Admin Managers, Team Leaders and frontline teams. Champion a culture of accountability, collaboration and customer focus. Ensure workforce planning and training compliance is maintained. Support teams through process, system and organisational changes. Quality, Compliance & Risk Ensure compliance with all internal policies and external industry requirements. Monitor quality assurance results and drive corrective improvements. Identify and reduce operational risks (privacy, compliance, claims leakage, etc.). Improvement & Transformation Identify inefficiencies and contribute to continuous improvement initiatives. Support technology enhancements, workflow optimisation and operational change. Partner with internal teams to deliver transformation projects and uplift system capability. Drive consistent adoption of new tools and processes across all operational teams. Performance & Financial Management Monitor budgets, forecasting, claim costs and FTE requirements. Ensure SLA performance and client scorecard expectations are met. Support the business with data-driven insights and reporting. About You We’re looking for someone who embodies Mk3 Group’s values and demonstrates strong leadership, communication and operational capability. Insurance claims leadership experience (3+ years preferred). Strong understanding of the claims process and end-to-end workflow. Proven ability to lead teams and develop leaders. High attention to detail, excellent communication and strong stakeholder management. Ability to manage competing priorities in a fast-paced environment. Experience working across multiple internal departments. Exposure to or participation in transformation/continuous improvement initiatives. Strong skills in reporting, data interpretation and performance management. How to apply If you want to take a step to join a company with a truly empowering culture, hit the ‘Apply Now’ button and attach your CV/Resume and Cover Letter. You must currently be in Australia and have eligible working rights. As a crucial part of our recruitment process, we require all suitable applicants to undergo background checks, which include reference and criminal record checks. #J-18808-Ljbffr