Operations Communications Analyst

BizCover who?

We’re excited to be acknowledged as a top player in the InsurTech sector! Our mission is to make the insurance buying journey easier for SMEs, empowering them to choose insurance that perfectly fit their unique needs.

About the role

Reporting to the Head of Customer Success, this role is responsible for managing all operational customer communications across BizCover, including both email and SMS messages. These communications are essential for meeting regulatory, contractual, and service obligations such as renewal notifications, policy documents, and payment confirmations.

In collaboration with the Marketing team, and with their final sign-off, you will own the wording and content of all customer engagement communications, ensuring they are clear, compliant, and aligned with BizCover’s tone and best practice standards.

This is a new role that offers wide exposure across multiple teams and systems. It suits someone early in their career who enjoys problem-solving, learning new platforms, and improving how customers receive important information. The ideal candidate combines strong analytical ability with curiosity, precision, and ease in dealing with technology. You will work closely with Customer Success, Risk and Compliance, Marketing, and Operations to ensure every communication meets business, regulatory, and customer expectations.

Key Responsibilities

• Manage the wording, accuracy, and delivery of all customer engagement communications (email and SMS) in collaboration with Operations and Marketing.
• Use Pendula Enterprise to schedule, monitor, and report on operational communications, ensuring they are delivered on time and to the right audience.
• Ensure all regulatory and contractual communications are delivered accurately and on schedule, including renewals, policy documentation, and payment notifications.
• Monitor high-volume operational sends to confirm deliverability, identify undelivered messages, and resolve issues promptly.
• Collaborate with Operational Excellence to design and implement fixes or enhancements to communication processes.
• Maintain documentation of send logic, templates, data sources, and change logs.
• Use data to identify trends, delivery issues, and improvement opportunities across operational communications.
• Regularly review and refine communication wording and processes to meet compliance, best practice, and customer experience standards.
• Support continuous improvement initiatives to maintain high deliverability rates and a strong sender reputation.

• Strong analytical and problem-solving skills, with the ability to use data to identify trends or issues.
• Excellent written communication and attention to detail, with the ability to express ideas clearly while maintaining BizCover’s tone in collaboration with Marketing.
• Ability to work across teams and manage input from multiple stakeholders including Risk and Compliance, Customer Success, Marketing, and Operations.
• Familiarity with Pendula Enterprise or similar communication automation platforms is beneficial but not required.
• Proven ability to manage processes end to end and maintain documentation with accuracy and structure.
• Prior experience or studies in communications, operations, or data analysis will be well regarded.
• A growth mindset and genuine comfort in learning and mastering new software platforms.

Career Path
This role provides exposure to all customer communications across BizCover, offering future career opportunities in both marketing and operational leadership paths. It is an ideal entry point for someone who wants to build deep knowledge of customer lifecycle communications and operational processes while gaining broad cross-functional experience in a fast-paced, technology-driven business.

• Hybrid Freedom: Sydney-based? Benefit from a flexible mix of home and office days (2 days from office and 3 from home).
• Vibrant Team Culture: Join an energetic, supportive and rewarding workplace with plenty of fun throughout the year — from end-of-year and mid-year parties to monthly drinks, cultural celebrations, and so much more!
• Exclusive Perks: Unlock discounts and special offers through our amazing staff app.
• Our charity program proudly partners with One&All, offering employees unique opportunities to contribute, connect and benefit from giving back.
• Dress for Success: Business-casual dress code for a relaxed but professional vibe.
• Room to Grow: Join a growing company that truly offers career progression opportunities.

Diversity of employees makes it a creative and fun workplace. BizCover is a melting pot of cultures and personalities, but we truly believe in the power of diversity. We actively welcome applications from individuals with all kinds of backgrounds and experiences. If you share our passion for making a difference and believe in creating an inclusive work environment, we would be thrilled to have you apply for this amazing opportunity.

Come and be a part of our journey as we foster a diverse and supportive atmosphere where everyone can flourish and showcase their distinct skills. Constantly strive to be the best we can, we look for people who are –
Customer Fanatics - noun:  a person who delivers a first class customer experience every time
Drumbeaters - noun:  a person who enthusiastically celebrates and supports their teammates and the business
Finishers - noun:   a person you can trust to get it done
Advancer - noun:  a person who always wants to do better