24/7 Client Services Operations Leader

Chandler Macleod Group; City of Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Chandler Macleod Group seeks an experienced Operations Manager to lead a large, multi-disciplinary workforce in a 24/7 customer service environment. You will drive service delivery, coach frontline leaders, and ensure peak-demand performance while balancing people, process and compliance across a fast-paced operation.

This leadership role requires hands-on engagement with frontline staff, client relationships, and real-time decision making to maintain service excellence and operational

Qualifications

• Experience leading large, shift-based operational teams.
• Strong leadership and coaching abilities.
• Proven track record in customer service delivery within a complex operation.
• Ability to drive performance improvements and maintain service standards.

Responsibilities

• Lead a large operational workforce across a 24/7 environment.
• Drive service excellence and ensure customer commitments are met.
• Develop frontline leaders to build a high-performing culture.
• Manage workforce planning, rostering, leave management and labour utilisation.
• Build relationships with key clients and stakeholders.
• Monitor and improve operational KPIs, productivity and service performance.
• Lead responses during incidents, disruptions and peak demand.
• Drive continuous improvement through data and insights.
• Oversee employee relations, performance management and investigations.
• Champion safety, compliance and quality standards.
• Contribute to financial performance through cost control and efficiency.

Skills

Large teams

Leadership

Stakeholder mgmt

Operational excellence

Job description

Chandler Macleod Group seeks an experienced Operations Manager to lead a large, multi-disciplinary workforce in a 24/7 customer service environment. You will drive service delivery, coach frontline leaders, and ensure peak-demand performance while balancing people, process and compliance across a fast-paced operation.

This leadership role requires hands-on engagement with frontline staff, client relationships, and real-time decision making to maintain service excellence and operational