Client Services Operations Manager

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

Operations Manager - 24/7 Customer Service Operations
Our client is a leading global service provider operating within a fast-paced, highly regulated, customer-facing environment. They are seeking an experienced Operations Manager to lead a large, multi-disciplinary workforce responsible for delivering exceptional customer outcomes within a complex 24/7 operation.

This is a highly visible leadership opportunity suited to an operational leader who thrives under pressure, leads from the front, and has a proven track record managing large teams, critical service delivery requirements, and key stakeholder relationships.

Whether your background is in transport, logistics, facilities management, hospitality, healthcare, retail operations or another high-volume service environment, we are keen to speak with leaders who understand how to balance people, performance and customer expectations.

The Opportunity Reporting into senior operational leadership, you will take ownership of day-to-day service delivery while ensuring operational, commercial and customer performance objectives are consistently achieved.
You will lead a team of frontline leaders and a sizeable shift-based workforce, ensuring the operation remains responsive, efficient and customer-focused, particularly during periods of peak demand, disruption and changing operational requirements.

This role requires a hands-on leader who is equally comfortable engaging with frontline employees, managing client relationships and making critical operational decisions in real time.

Key Responsibilities

• Lead a large operational workforce across a 24/7 environment.
• Drive service excellence and ensure customer commitments are consistently achieved.
• Develop and coach frontline leaders to build a high-performing, accountable culture.
• Manage workforce planning, rostering, leave management and labour utilisation.
• Build trusted relationships with key clients and stakeholders.
• Monitor and improve operational KPIs, productivity and service performance.
• Lead operational responses during incidents, service disruptions and peak demand periods.
• Drive continuous improvement initiatives through data analysis and performance insights.
• Manage employee relations matters including performance management, coaching and workplace investigations.
• Champion safety, compliance and quality standards across all aspects of the operation.
• Contribute to financial performance through effective cost control, workforce management and operational efficiency.

About You

You are an experienced operations leader who has successfully managed large teams within a fast-paced service environment and understands the importance of delivering outstanding customer outcomes while maintaining operational performance.

You will bring

• Proven experience managing large, shift-based operational teams.
• Strong leadership skills with the ability to motivate and develop frontline leaders.
• Experience managing customer service delivery within a complex operational environment.
• Demonstrated success improving operational performance and service standards.
• Strong stakeholder management and client relationship skills.
• Experience managing workforce planning, rostering and labour costs.
• The ability to remain calm, decisive and solutions-focused during periods of disruption or operational pressure.
• Sound experience dealing with employee relations, performance management and workplace compliance requirements.
• Strong commercial acumen and a continuous improvement mindset.