Head of Broking Operations

Lead operational excellence and shape the future broker experience at CBN!

At CBN, we’re looking for a Head of Broking Operations to lead and enhance the quality, efficiency and consistency of broking practices across our network.

🔷 About CBN

At CBN, we empower our network of 350+ brokerages and 1,000+ professionals to deliver outstanding insurance outcomes. We’re more than just a network, we’re a tight-knit community backed by a team of 135 experts and access to over 300 insurers.

We’ve also been recognised as a Great Place to Work three years in a row (and counting)!

That’s because we focus on what really matters: culture, connection, and career growth.

When you join CBN, you become part of a business that lives its values:

🔹We Listen (Understand)

🔹We Achieve (Accomplish)

🔹We Are One (Together)

🔷 Purpose of the Role

This is a key leadership opportunity within our Broking Operations team, focused on strengthening the way we support our broker community and internal stakeholders.

As Head of Broking Operations, you’ll lead the operational strategy, performance and continuous improvement of our broking support functions. You’ll drive service excellence, enhance broker experience, optimise systems and processes, and lead a high-performing team focused on delivering outstanding outcomes for our network members.

Working closely with senior leaders and stakeholders across the business, you’ll play a critical role in ensuring our operations remain efficient, scalable and aligned to CBN’s strategic objectives.

✨ What You’ll Do

• 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, providing actionable business insights.
• Oversee the optimisation 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.

💡 What You’ll Bring

You’ll thrive in this role if you’re a strategic leader who combines deep insurance broking expertise with a passion for service excellence, operational improvement and people leadership.

You bring:

• 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.

🔷 Our Awesome Benefits!

At CBN, we genuinely care about our people – and it shows. Here’s what you’ll enjoy:

🏆 Great Place to Work certified

🌟 Hybrid working flexibility – 3 days in the office, 2 days at home

🧘 Wellbeing allowance

🥰 Mental health days & birthday leave

💰 Competitive salaries

📚 Study support & professional development opportunities

💫 Incentive & bonus plan

👶 Paid parental leave

❤️ Salary continuance benefit

✈️ Travel and cyber insurance discounts

👏 Regular team events and cultural activities

😍 Extra perks like health insurance discounts, retail offers, and more!

🔷 Ready to Join Us?

If you’re an experienced operational leader with deep insurance broking expertise and are passionate about delivering exceptional broker experiences, we’d love to hear from you.

Join CBN and help drive operational excellence across Australia’s largest insurance broking network.