Offshore Support Operations Manager

Opteon New Zealand Limited; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working opportunities

Professional development

Employee benefits

Job summary

Opteon New Zealand Limited is seeking an experienced Operations Manager – Support to oversee offshore outsourced support and drive exceptional service for customers and valuation teams. You will manage quotation requests, inquiries and valuers’ support with a focus on efficiency and customer focus.

The role requires strong vendor/relationship management, process improvements and data-driven decision making, with quarterly travel to Manila to engage with the outsourced provider and progress

Qualifications

• Experience managing outsourced operations, including offshore or shared services.
• Strong vendor and relationship management skills with ability to drive accountability.
• Experience managing service level agreements, performance measures and quality standards.
• Proven track record of implementing process improvements that reduce cost and improve productivity.
• Strong analytical skills and ability to use data to inform decisions.

Responsibilities

• Oversee day-to-day performance of offshore outsourced support operations.
• Manage the outsourced partner to ensure service delivery and agreed business outcomes.
• Establish, monitor and manage service standards, productivity and quality.
• Use data and reporting to track performance against SLAs and drive improvements.
• Partner with the provider to simplify workflows and automate where possible.
• Coordinate resource and capacity planning with the provider to meet demand.
• Establish governance, reporting and escalation processes for operations.

Skills

Outsourced ops

Vendor management

SLAs

Process improvement

Data reporting

Commercial acumen

Stakeholder mgmt

Travel readiness

Job description

Opteon New Zealand Limited is seeking an experienced Operations Manager – Support to oversee offshore outsourced support and drive exceptional service for customers and valuation teams. You will manage quotation requests, inquiries and valuers’ support with a focus on efficiency and customer focus.

The role requires strong vendor/relationship management, process improvements and data-driven decision making, with quarterly travel to Manila to engage with the outsourced provider and progress