The People Plugin is proud to be partnering with ICR Group, an innovative insurance services and technology business, to recruit an experienced Operations Director.

ICR Group provides advanced software and agentic AI product solutions, combined with specialised on-ground support services for the insurance sector.

At the heart of the business is ICR’s temporary accommodation offering, supporting major insurers and their policyholders when people are displaced from their homes due to natural disasters, emergencies or property repairs.

With significant growth ahead and plans to diversify into new products, verticals and markets, ICR is now looking for a senior operations leader who can strengthen its core operating engine while helping build the business for its next stage of growth.

This is a highly influential role working directly with the CEO and leadership team, with genuine ownership over how ICR operates, scales and delivers for its customers.

About the Role

Reporting directly to the CEO, the Operations Director will take end-to-end ownership of ICR’s national operational function.

You’ll lead the teams responsible for booking and placement, extensions, supplier and accommodation networks and customer care, ultimately owning the experience from the moment a claim is received through to the policyholder moving out of temporary accommodation.

But this role is much broader than running day-to-day operations.

You’ll be responsible for turning ICR’s strategic plans into operational reality, building stronger systems and processes, improving performance and cost-to-serve, developing leaders and creating an operating model that can scale as the business grows.

You’ll work closely with Commercial, Product, Finance and the wider leadership team, while also acting as a senior operational partner to ICR’s major insurance clients.

This is a player-coach role. You’ll lead through capable managers and spend your time working on the business, but you also won’t be afraid to step into the detail when something difficult needs to be solved.

Key Focus Areas

Operational Leadership & Performance

• Own end-to-end operational delivery across the full temporary accommodation lifecycle.
• Lead operational performance across key measures including SLA attainment, time-to-place, cost per claim, complaints and customer experience.
• Take ownership of complex escalations, exceptions and sensitive operational decisions.
• Lead ICR’s operational response during catastrophe and surge events.
• Own workforce planning, operational budgets and cost-to-serve.
• Use performance data to identify where the business needs to improve and take action.

Build for Scale

• Review, map and redesign operational processes to remove friction and improve efficiency.
• Turn recurring problems and escalations into scalable systems and structural solutions.
• Build clear playbooks, operating rhythms, decision frameworks and escalation pathways.
• Improve handoffs between Operations, Commercial, Product, Finance and external partners.
• Create structure where needed without adding unnecessary bureaucracy.
• Build an operation that can scale without relying on senior leaders to solve every problem.

Technology, Automation & AI

• Work closely with ICR’s Product and technology teams to improve the proprietary platform.
• Identify opportunities to automate repetitive work and improve speed, accuracy and service.
• Use data and operational insights to influence product development and priorities.
• Champion better use of systems, workflow tools, automation and AI across the operation.
• Ensure technology supports the team rather than creating additional complexity.

New Products & Markets

• Help design the operating model for new products, service lines and markets.
• Lead operational readiness including structure, capacity, supplier networks, systems, recruitment and go-live.
• Build repeatable operating models that can be adapted across different regions and services.
• Ensure new offerings meet ICR’s service standards from day one.
• Bring a broader general-management mindset as ICR continues to diversify.

Customer & Commercial Partnerships

• Act as the senior operational counterpart to ICR’s insurance partners.
• Build credibility and trust with senior stakeholders within major corporate clients.
• Partner with Commercial to onboard new insurance carriers and turn client requirements into effective operational delivery.
• Use data, service performance and operational insight to strengthen existing client relationships.
• Make balanced commercial decisions across customer outcomes, cost, contracts and reputation.
• Be confident navigating challenging conversations, overcoming objections and finding a pathway forward rather than accepting the first “no”.

Lead & Develop the Team

• Lead, coach and develop the operations leadership team.
• Create clear accountability and empower leaders to make good decisions independently.
• Build a high-performance culture with clear expectations, meaningful feedback and genuine development.
• Set the standard for customer communication and operational excellence.
• Avoid unnecessary micromanagement while maintaining visibility over performance and outcomes.
• Stay close enough to the work to understand what is really happening and step in when your experience is needed.

About You

You are an experienced operations leader who combines strong strategic thinking with genuine operational capability.

You know how to step back and improve the system rather than simply solving the same problem repeatedly.

You’re comfortable operating in an environment where not everything has already been built. You can bring structure to ambiguity, make decisions with incomplete information and move between strategic planning, people leadership, commercial conversations and operational problem-solving.

You’ll ideally bring:

• 10+ years’ experience across operations, service delivery or operational leadership.
• Experience owning an operational function end-to-end at a national or multi-region level.
• At least 3 years’ experience leading leaders across multiple locations, regions or operational functions.
• A demonstrated track record of scaling operations through growth.
• Strong capability across process improvement, service performance, workforce planning and operational efficiency.
• Experience building systems, frameworks and processes rather than simply inheriting them.
• Strong commercial judgement and confidence making decisions involving cost, contracts, customer outcomes and reputation.
• Experience working with large enterprise or corporate customers.
• Strong stakeholder management and the ability to confidently challenge, influence and negotiate.
• A track record of developing capable leaders and high-performing operational teams.
• Comfort with data, systems, CRM, workflow tools, automation and AI.
• Strong written and verbal communication skills.
• A calm and decisive approach when operating under pressure.
• High levels of ownership, adaptability and initiative.
• Must pass a valid police check.

Experience within insurance, claims, accommodation, property services, logistics, travel, BPO/contact centre environments or other complex customer-led operations would be highly regarded. However, direct insurance experience is not essential. ICR is more interested in finding an exceptional operator who can learn the industry quickly and bring strong operational thinking from another environment.

Experience within a high-growth or scale-up business, launching new services or expanding operations into new markets would also be highly valuable.

Why Join ICR Group?

ICR is at an exciting point in its growth.

The core business has established strong relationships within the insurance sector, while its combination of technology, agentic AI and on-ground service creates significant opportunity to rethink how claims-support services are delivered.

This role provides genuine leverage to the CEO and real ownership for the person stepping into it.

You won’t be inheriting a perfectly defined operating model and simply maintaining it. You’ll have the opportunity to shape how the business operates, improve the way work gets done and build an operating engine capable of supporting ICR’s next stage of growth.

For someone with broader leadership ambitions, there is also the potential for the role to evolve toward general management and wider business leadership as ICR diversifies into new products, verticals and geographies.

The Values You’ll Work By

ICR’s values guide how the team works, makes decisions and supports both customers and one another.

People First
The people impacted by ICR’s work are often navigating difficult circumstances. The team approaches decisions with empathy while remaining practical, responsive and accountable.

Play as One Team
Success depends on Operations, Commercial, Product, Finance, partners and customers working together. This means collaborating openly, taking ownership and focusing on the overall outcome rather than individual functions.

Stay Curious, Keep Growing
ICR is continuously looking for better ways to operate. The right person will question existing processes, embrace technology and remain curious about what could be done differently.

How You’ll Benefit

• Join ICR at a significant stage of growth and diversification.
• Work directly with the CEO as a key member of the leadership team.
• Take genuine ownership of the national operations function.
• Influence how new products, services and markets are built.
• Lead and develop an established operations team.
• Work with major Australian insurance partners.
• Use technology, automation, data and AI to materially improve how the business operates.
• Build scalable systems and processes rather than maintaining a legacy playbook.
• Genuine opportunity to broaden toward general management as the business grows.
• Adelaide-based leadership role with regular travel to Sydney.

How to Apply

If this sounds aligned to your experience and future career goals, we’d love to connect.

Please submit your resume outlining your operations leadership experience. We’d particularly like to hear about operations you have scaled, processes or systems you have rebuilt, leaders you have developed and examples where your work has materially improved customer experience, service performance or commercial outcomes.

For a confidential discussion, contact Xanthe at xanthe@thepeopleplugin.com.

Work from anywhere in Australia | Flexibility for the right person

Do exceptional HR work, with businesses where you can actually make a difference.

The People Plugin isn't a traditional HR consultancy.

We partner with ambitious, growing businesses to replace people problems with performance, embedding ourselves into their businesses and helping founders and leaders build genuinely high-performing teams.

Our vision is big: a world where every employee is engaged in a high-performance culture.

We're growing, and we're looking for an exceptional Senior People Partner to join us.

You'll work with some seriously interesting businesses, from brands such as Crop Shop Boutique and Move With Us, to high-growth businesses, technology companies and allied health practices across Australia.

One day you might be coaching a founder through a complex performance issue. The next, redesigning a client's performance framework, analysing engagement data, building their People roadmap or helping their leadership team navigate organisational change.

You might then switch straight into a completely different client, industry and problem an hour later. The ability to move between contexts quickly, understand what matters in each business and maintain a consistently high standard of delivery is critical to this role.

It's varied. It's fast. And you'll have the opportunity to do some of the best HR work of your career.

The role:

You'll own a portfolio of clients, becoming a genuine extension of their businesses rather than an external HR helpdesk.

You'll typically manage multiple businesses at once, each with different priorities, personalities, operating environments and levels of HR maturity. You'll need to build trust quickly with founders, executives and leaders, understand what each business actually needs, and confidently adapt your advice and communication accordingly.

You'll be responsible for both the strategic thinking and the practical execution required to turn that thinking into results.

That could include:

• Building People & Culture strategies and roadmaps;
• Coaching leaders through complex employee relations and performance matters;
• Running HR audits, engagement surveys and workforce planning;
• Designing and implementing performance, remuneration, talent and engagement frameworks;
• Navigating Awards, Fair Work and compliance;
• Leading organisational change and HR projects;
• Implementing and improving HR systems and processes;
• Managing HRIS platforms and helping clients improve the way their People systems operate;
• Using data and reporting to demonstrate the impact of the work we're doing;
• Delivering regular client reporting and clearly demonstrating progress against People roadmaps and agreed outcomes;
• Identifying opportunities where TPP can provide greater value to our clients; and
• Contributing to client renewals and identifying where additional TPP services could genuinely support the business.
• You'll also own the health of your client relationships, proactively communicating, managing expectations, seeking feedback and ensuring clients can clearly see the value TPP is adding.

Strong stakeholder management is one of the most important parts of this role. You'll need to establish credibility quickly, ask the right questions, influence decision-making and sometimes confidently challenge a client while maintaining a trusted relationship.

Who we're looking for:

First and foremost, you're an excellent HR practitioner.

You bring strong technical depth across the employee lifecycle, including employee relations, performance management, remuneration, Awards, Fair Work, compliance, organisational change and broader People programs. You're comfortable using that expertise to give clear, commercially sound advice.

You're equally comfortable talking strategy with a CEO and getting into the detail to make something happen.

You don't need to know absolutely everything, but you do need the technical judgement to identify risk, work through complex People matters and know when further investigation or specialist advice is required.

But technical HR expertise alone isn't enough for this role.

You're someone who:

• Builds trust quickly with stakeholders at every level and genuinely enjoys developing long-term client relationships;
• Can read the room and adapt your communication to different personalities;
• Is confident giving advice, while remaining curious enough to listen and challenge your own thinking;
• Can influence senior stakeholders and constructively challenge a founder or executive when the situation requires it;
• Stays calm and solutions-focused when conversations get difficult;
• Doesn't need perfect information before making progress;
• Can move quickly between different clients, industries, projects and problems without losing context or attention to detail;
• Can juggle multiple businesses, projects and priorities without dropping the ball;
• Proactively communicates rather than waiting for someone to ask;
• Takes ownership of your work, your clients and the team's success;
• Is commercially minded and understands that great HR ultimately needs to help a business perform;
• Is comfortable managing projects, timelines and deliverables rather than simply providing advice; and
• Cares deeply about the quality of what you put into the world.
• You'll ideally bring 5+ years of broad HR experience, plus at least two years operating at Senior HRBP, Senior People Partner, HR Manager level or above.

Consulting experience would be fantastic, but we're equally interested in exceptional operational HR leaders who understand what it takes to make things work inside a growing business.

You'll also need a strong working knowledge of Australian employment law, Fair Work and Modern Awards.

Operational HR experience is particularly valuable. This is a hands-on consulting role, so you'll need to be comfortable moving from advising a leadership team to actually implementing the process, framework or solution you've recommended. 

Why TPP?

Work with brilliant businesses.
You'll get exposure to multiple businesses, industries, founders and leadership teams without having to change jobs every two years to get it.

Do work that actually matters.
Our clients don't engage us to produce HR documents that sit in a folder. They engage us to make their businesses and teams perform better.

Genuine flexibility.
We're a fully remote team and this role can be based anywhere in Australia. We're open to designing the working arrangement around the right person, whether that ultimately looks like part-time or full-time.

Work alongside really good HR people.
You'll join a team of experienced People practitioners who share knowledge, challenge each other's thinking and genuinely care about doing excellent work.

Variety without the red tape.
You'll work across multiple businesses and problems, with autonomy to use your judgement and expertise rather than navigating layers of bureaucracy.

Build genuine consulting capability.
You'll develop the ability to rapidly understand different businesses, influence senior stakeholders and turn technical HR expertise into practical commercial outcomes across multiple environments.

Help shape a growing business.
TPP is still growing and evolving. You'll have the opportunity to contribute to our frameworks, products, ways of working and ultimately what The People Plugin becomes.

How we work

Our values aren't words we stuck on a wall.

Excellence in the 'What'.
We strive for excellence, get 1% better every day and choose progress over perfection.

Humble in the 'How'.
We stay curious. We listen to understand. We speak up with a purpose and a proposal. We disagree and commit.

White Glove Service, Without the Gloves.
Client satisfaction is our strategy. We value relationships over short-term revenue, add value beyond the service we've been engaged to provide, and we're always real, never ra ra.

If those sound like the standards you already hold yourself to, you'll probably fit in pretty well here.

Interested?

If you're an experienced People & Culture leader who wants the autonomy and impact of senior HR leadership, the variety of consulting and the flexibility of a genuinely remote team, we'd love to hear from you.

If you're someone who thrives on building trusted stakeholder relationships, has strong technical HR depth and genuinely enjoys switching between different businesses and challenges, this could be a great fit.

Apply now or reach out to Xanthe Madgwick at xanthe@thepeopleplugin.com for a confidential conversation.
www.thepeopleplugin.com 

The People Plugin is partnering with Bali Body to recruit a Head of Performance Marketing to lead the next phase of their global growth.

Bali Body is a leading Australian beauty brand with more than a decade of growth across tanning, suncare and skincare. What started as a DTC business has grown into a globally distributed brand, trading across Australia, the US, UK, Europe and Canada, alongside major retail partners.

About the Role
We’re looking for a hands-on Head of Performance Marketing to own Bali Body’s global performance marketing function, with a strong focus on paid acquisition, commercial performance, testing, reporting and agency management.

This is a senior role for someone who is equally comfortable setting strategy and getting into the detail. You’ll work across multiple markets and channels, using data to drive profitable new customer growth while partnering closely with Creative, eCommerce, CRM and the wider leadership team.

Key Areas

Paid Acquisition & Media Strategy

• Own paid media strategy and execution across Meta, Google, TikTok and emerging channels.
• Manage budget allocation, bidding strategy, campaign structure and channel mix to achieve CAC, MER, ROAS and revenue targets.
• Monitor performance daily and reallocate spend based on real-time data.
• Run structured testing across audiences, creative, offers and formats.
• Identify and scale new acquisition opportunities across markets and channels.

Budget, Forecasting & Commercial Performance

• Own the performance marketing budget and forecasting across channels and regions.
• Translate performance data into clear commercial recommendations for leadership.
• Track performance against key metrics including CAC, MER, ROAS, conversion rate and revenue.
• Support major trading periods and product launches with clear spend and revenue forecasts.

Creative Strategy & Testing

• Work closely with Creative and Content teams to develop performance-led concepts, hooks and formats.
• Use customer insight and performance data to inform creative direction.
• Build a structured testing cadence across creative, audiences and offers.
• Identify winning creative quickly and scale what works.

Reporting, Insights & Optimisation

• Build and maintain reporting dashboards across key acquisition metrics.
• Use GA4, ad platform data and broader reporting tools to identify performance trends and opportunities.
• Continuously test, learn and optimise across campaigns and markets.
• Translate complex data into clear, actionable insights for senior stakeholders.

Cross-Functional & Go-to-Market Alignment

• Partner with Creative, eCommerce, CRM, Brand and Retail teams to align performance activity with launches, promotions and the wider marketing calendar.
• Ensure acquisition activity supports broader commercial priorities.
• Work closely across teams to connect paid acquisition with the wider customer journey.

Team & Agency Management

• Manage relationships with external paid media and creative agencies.
• Set clear KPIs, expectations and performance standards.
• Challenge agencies where required and hold partners accountable for results.
• Support and develop the wider performance function as the team grows.

About You
You’re a commercially sharp, analytically strong performance marketer with a strong understanding of how to scale a consumer brand through paid acquisition.

You’ll ideally bring:

• 6–9+ years’ experience in performance marketing
• Strong DTC, beauty, FMCG or consumer eCommerce experience
• Deep hands-on capability across Meta, Google and TikTok
• Significant paid media budget ownership
• A track record of improving CAC, MER, ROAS and revenue
• Strong analytical capability across GA4, ad platforms and reporting dashboards
• Experience across multiple markets, ideally Australia and the US
• Strong understanding of consumer behaviour and performance creative
• Confidence managing agencies and challenging performance
• Strong communication skills and the ability to present performance clearly to senior stakeholders
• A highly adaptable, test-and-learn mindset

Experience with TikTok Shop, Amazon, lifecycle marketing or CRM platforms such as Klaviyo would also be highly regarded.

Why Bali Body?
This is an opportunity to step into a highly influential role within a recognised Australian consumer brand and help shape its next phase of growth.

You’ll have the opportunity to own performance across major global markets, work with meaningful paid media budgets, partner closely with senior leadership and play a key role in building greater structure and scale across the performance function.

How to Apply
Submit your resume outlining your hands-on performance marketing experience. We’d particularly like to hear about the paid media channels and budgets you’ve owned, the DTC or consumer brands you’ve helped grow, and examples of how you’ve improved acquisition performance across metrics such as CAC, MER, ROAS and revenue.

For a confidential discussion, contact Xanthe at xanthe@thepeopleplugin.com.