Offshore Support Operations Manager

Opteon AUS & NZ; Melbourne; Presencial; AUD 86.000 - 116.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Quarterly travel to Manila

Descripción de la vacante

Opteon seeks an experienced Operations Manager – Support to oversee offshore outsourced support operations and ensure top-tier service for customers and valuation teams.

You will manage the offshore partner, drive service delivery standards, and use data to improve productivity and cost efficiency. Quarterly travel to Manila is required, with emphasis on governance and stakeholder collaboration.

Formación

• Demonstrated experience managing outsourced operations, offshore service providers, shared services or high-volume back-office support functions.
• Strong vendor and relationship management skills with ability to influence outcomes.
• Experience managing service level agreements and quality standards.
• Proven track record of identifying and implementing process improvements.

Responsabilidades

• Oversee day-to-day performance of offshore outsourced support operations and manage quote requests, valuation instructions and customer enquiries.
• Manage the outsourced partner, driving accountability for service delivery and agreed business outcomes.
• Establish and monitor service standards, productivity measures and quality outcomes for customers and valuers.
• Use data and reporting to monitor performance against SLAs and drive improvements in service quality and cost efficiency.
• Partner with the provider to simplify workflows and enhance operational efficiency through automation.
• Coordinate resource and capacity planning with the outsourced provider to maintain service levels.
• Establish governance, reporting and escalation processes to manage risks and issues.
• Engage with valuation ops, client-facing teams and other stakeholders to stay aligned with business needs.
• Occasionally travel to Manila, Philippines, to engage with the outsourced provider and progress improvement initiatives.

Descripción del empleo

Opteon seeks an experienced Operations Manager – Support to oversee offshore outsourced support operations and ensure top-tier service for customers and valuation teams.

You will manage the offshore partner, drive service delivery standards, and use data to improve productivity and cost efficiency. Quarterly travel to Manila is required, with emphasis on governance and stakeholder collaboration.