Operations Manager - Support

Opteon AUS & NZ; Sydney; On-site; AUD 91,000 - 111,000; Full time

Job summary

Opteon is seeking an Operations Manager – Support to oversee offshore outsourced support operations and ensure top-tier service for customers and valuers. You’ll lead performance across the outsourced provider, drive improvements and partner with internal teams.

The role requires commercially minded leadership, data-driven decision making and willingness to travel quarterly to Manila to engage with the provider and progress initiatives.

Qualifications

• Experience managing outsourced operations or offshore service providers.
• Strong vendor/relationship management skills.
• Experience with SLAs, performance measures and quality standards.

Responsibilities

• Oversee day-to-day offshore support operations and handling of quote requests and inquiries.
• Manage outsourced partner performance and service delivery against agreed outcomes.
• Establish and monitor service standards, productivity and quality measures.
• Use data and reporting to drive performance improvements and cost efficiency.
• Plan capacity and resources with the provider and address changes in volumes.

Skills

Outsourced ops mgmt

Vendor management

Process improvement

Data analytics

Stakeholder mgmt

Travel willingness

Workflow systems

Tools

Workflow systems

Job description

Salary package: $100,800 inclusive of 12% superannuation

About Opteon

Opteon is reimagining the future of property solutions. As a leading valuation insights firm across Australia, New Zealand and the US, we deliver trusted insights by combining human expertise with industry-leading technology.

But we’re more than that. At Opteon, value means investing in our people, too. We do this through flexible work, mentoring and leadership pathways, all backed by a supportive, safety-first culture.

Now in a new chapter of growth, we’re expanding globally, diversifying our offering and staying grounded in what matters most: delivering value that makes a difference.

Your New Opportunity

We have an exciting opportunity for an experienced and motivated Operations Manager – Support, to oversee our offshore outsourced support operations and play a key role in delivering exceptional service to our customers and property valuation teams.

Our offshore support operations are at the heart of Opteon’s day-to-day business, managing new quotation and valuation job requests, responding to customer enquiries and providing essential administrative and operational support to our valuers.

As Operations Manager, you will be responsible for overseeing the performance and service delivery of our outsourced service provider, ensuring operations are efficient, consistent and customer-focused.

This is a great opportunity for a commercially minded and hands‑on operations leader who enjoys building strong partnerships, driving accountability, improving processes and using data and technology to deliver better business outcomes.

Key responsibilities include:

• Operational leadership: Oversee the day-to-day performance of our offshore outsourced support operations, ensuring efficient management of incoming quote requests, valuation instructions, customer enquiries and valuer support activities.
• Outsourced partner management: Build and maintain a strong, collaborative relationship with our offshore service provider, driving accountability for service delivery, operational performance and agreed business outcomes.
• Service delivery: Establish, monitor and manage service standards, productivity measures and quality outcomes to ensure consistently high levels of service for customers and valuers.
• Performance management: Use operational data, reporting and insights to monitor performance against agreed service levels, identify opportunities for improvement and drive improvements in service quality, productivity and cost efficiency.
• Continuous improvement: Partner with our outsourced provider to identify opportunities to simplify workflows, improve processes, reduce manual effort and enhance operational efficiency through technology and automation.
• Resource and capacity planning: Work closely with the outsourced provider to ensure appropriate resourcing, workforce planning and workload management to maintain service levels and respond effectively to changing business volumes and priorities.
• Operational governance: Establish effective governance, reporting and escalation processes to ensure operational risks, service issues and performance concerns are proactively identified and addressed.
• Stakeholder engagement: Build strong working relationships with valuation operations, client-facing teams and other internal stakeholders to ensure outsourced support services remain aligned with business needs and customer expectations.
• Offshore engagement: Undertake quarterly travel to Manila, Philippines, to engage directly with our outsourced service provider, review operational performance, strengthen working relationships and progress key improvement initiatives.

What Sets You Apart From The Rest

We are looking for a proactive and commercially minded operations leader who brings a strong customer focus, excellent relationship management skills and a continuous improvement mindset.

You will be comfortable overseeing high-volume, transaction-based operations through an outsourced delivery model, balancing the competing priorities of service quality, productivity and cost efficiency.

Ideally, you will bring:

• Demonstrated experience managing outsourced operations, offshore service providers, shared services or high-volume back‑office support functions.
• Strong vendor and relationship management skills, with the ability to influence outcomes, build effective partnerships and drive accountability.
• Experience managing service level agreements, operational performance measures and quality standards.
• A track record of identifying and implementing process improvements that deliver measurable business benefits.
• Strong analytical skills and confidence using operational data and reporting to inform decisions and improve performance.
• Sound commercial acumen, with an understanding of operational costs, resource utilisation and productivity drivers.
• Excellent communication and stakeholder management skills, with the ability to build effective relationships across different functions, cultures and geographic locations.
• A practical, solutions-focused approach and the ability to adapt to changing business priorities.
• Experience working with workflow management systems, digital tools or automation initiatives would be highly regarded.
• Availability and willingness to travel internationally to Manila, Philippines, approximately once per quarter.
• Experience in property, financial services, professional services or a similar operational environment would be advantageous, but is not essential.

Why Join Opteon?

At Opteon, you’ll be part of a business that values innovation, collaboration and continuous improvement.

You’ll have the opportunity to make a meaningful contribution to how our operations are delivered, build strong international partnerships and help shape the future of our outsourced support services.

We offer a supportive team culture, flexible working opportunities, professional development and access to a range of employee benefits.

Inclusion at Opteon

Opteon is committed to fostering a culture of inclusion, connection and belonging, where people feel valued, respected and supported to bring their authentic selves to work.

We welcome applications from people of all ages, people living with disability, members of the LGBTIQA+ community and individuals from culturally diverse backgrounds, including First Nations peoples.