Operations Manager - Support

Opteon Property Group; Sydney; Sur place; AUD 91 000 - 111 000; Plein temps

Résumé du poste

Opteon Property Group in Sydney is seeking an experienced Operations Manager – Support to oversee our offshore outsourced support operations and ensure outstanding service for customers and valuation teams.

You will manage the offshore provider, drive performance against service levels, and lead continuous improvement initiatives using data and technology. Travel to Manila quarterly is required as part of supplier engagement.

Qualifications

• Proven experience managing outsourced operations and offshore service providers.
• Strong vendor and relationship management skills.
• Experience managing SLAs and performance measures.
• Track record of process improvements delivering measurable benefits.
• Strong analytical skills with data-driven decision making.
• Commercial acumen with understanding of costs and productivity.

Responsabilités

• Oversee day-to-day performance of offshore outsourced support operations.
• Manage outsourced partner to ensure service delivery and outcomes.
• Establish and monitor service standards, productivity, quality.
• Use data, reporting to monitor performance against SLAs.
• Identify opportunities to simplify workflows and automate.
• Work with outsourced provider on capacity planning and workload management.
• Establish governance, reporting, escalation processes.
• Engage with valuation operations and client-facing teams.
• Travel quarterly to Manila to engage with provider and review performance.

Connaissances

Outsourced operations management

Vendor & relationship management

Service level management

Data analytics

Process improvement

Stakeholder engagement

Travel willingness

Outils

Workflow management systems

Automation tools

Description du poste

Operations Manager – Support

Sydney Opteon Property Group

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.

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.