Night-Shift Global Operations Manager – Offshore Support

Millennium; Sydney; On-site; AUD 91,000 - 111,000; Full time

Job summary

Opteon Property Group in Sydney is seeking an Operations Manager – Support to oversee offshore outsourced support operations, manage quotation requests, customer enquiries and support valuers. The role focuses on delivering exceptional service and driving efficiency.

You will partner with our offshore provider, establish service levels, monitor performance, and push continuous improvements through data and automation.

Qualifications

• Experience managing outsourced operations, offshore service providers, or high-volume back-office functions.
• Strong vendor and relationship management, with ability to influence outcomes and drive accountability.
• Experience managing service level agreements, performance metrics and quality standards.
• Ability to analyze operational data and reporting to inform decisions and improve performance.
• Proven ability to identify and implement processes that deliver measurable benefits.
• Commercial acumen and understanding of costs, resource utilization and productivity.

Responsibilities

• Oversee day-to-day performance of offshore outsourced support operations, including quote requests, valuation instructions, customer enquiries and valuer support.
• Manage the offshore service provider relationship to ensure delivery against agreed outcomes.
• Set and monitor service standards, productivity measures and quality outcomes for customers and valuers.
• Use data, reporting and insights to monitor performance against SLAs and drive improvements.
• Collaborate with the provider to simplify workflows and automate processes to improve efficiency.
• Plan resourcing and workload management with the provider to maintain service levels.
• Establish governance, reporting and escalation to address risks and issues.
• Engage with valuation ops, client-facing teams and internal stakeholders to stay aligned with business needs.
• Travel quarterly to Manila to engage with the outsourced provider and progress key initiatives.

Skills

Outsourced ops mgmt

Vendor management

SLA management

Data analytics

Process improvement

Stakeholder mgmt

Cross-cultural comms

Travel willingness

Job description

Opteon Property Group in Sydney is seeking an Operations Manager – Support to oversee offshore outsourced support operations, manage quotation requests, customer enquiries and support valuers. The role focuses on delivering exceptional service and driving efficiency.

You will partner with our offshore provider, establish service levels, monitor performance, and push continuous improvements through data and automation.