Global Offshore Operations Lead – Support & Optimization

Opteon; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible working opportunities

Professional development

Employee benefits

Job summary

Opteon is seeking an experienced Operations Manager – Support to oversee offshore outsourced support operations and drive service quality for customers and valuation teams.

You will manage the performance of the offshore provider, establish service standards, monitor SLAs and drive continuous improvements through data and technology. Travel to Manila quarterly is required, with a commercially focused, hands-on leadership style.

Qualifications

• Experience managing outsourced operations and offshore service providers.
• Strong vendor and relationship management skills; ability to influence outcomes.
• Experience with SLAs, performance metrics and quality standards.
• Track record of identifying and implementing process improvements.
• Strong analytical skills with data-driven decision making.
• Willingness to travel internationally, approx. quarterly to Manila.

Responsibilities

• Oversee day-to-day performance of offshore outsourced support operations.
• Manage outsourced partner performance and service delivery.
• Establish service standards, productivity and quality outcomes.
• Monitor performance against SLAs and drive improvements in quality and cost efficiency.
• Partner with the provider to simplify workflows and leverage automation.
• Coordinate resource planning and workload management with the provider.
• Establish governance, reporting and escalation processes for risks and issues.
• Engage valuation operations, client-facing teams and other stakeholders.
• Travel quarterly to Manila to review performance and progress improvement initiatives.

Skills

Vendor management

Relationship management

Process improvement

Data analytics

Stakeholder management

Communication

Tools

Workflow management systems

Automation tools

CRM / service desk

Job description

Opteon is seeking an experienced Operations Manager – Support to oversee offshore outsourced support operations and drive service quality for customers and valuation teams.

You will manage the performance of the offshore provider, establish service standards, monitor SLAs and drive continuous improvements through data and technology. Travel to Manila quarterly is required, with a commercially focused, hands-on leadership style.