Operations Team Leader

Medilaw; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Career growth opportunities

Innovation and AI-driven solutions

Supportive culture

Job summary

MedHealth is seeking a proactive operations leader to steer day-to-day service delivery across customer service, admin and reception teams. You will use data, workforce planning, and reporting to identify opportunities, improve processes, and drive measurable outcomes for a growing organisation.

The role emphasizes data-driven decision making, AI and automation adoption, and continuous improvement to enhance customer and clinician experiences.

Qualifications

• 5+ years' experience in IME, healthcare operations or service delivery leadership.
• Proven experience leading operational teams and driving performance outcomes.
• Strong analytical and problem-solving skills with a data-driven approach.
• Experience using operational reporting and metrics to improve business performance.
• Demonstrated success implementing process improvement initiatives.
• Experience leading change management and technology adoption programs.
• Strong stakeholder management and relationship-building skills.
• Exceptional coaching, mentoring and people leadership capability.
• Ability to identify risks, solve problems and deliver sustainable solutions.

Responsibilities

• Lead, coach and develop Customer Service, Administration and Reception teams.
• Monitor and improve team performance, productivity and service delivery outcomes.
• Manage workforce planning, resource allocation and operational capacity.
• Leverage Power BI and operational reporting to support data-driven decision making.
• Drive continuous improvement initiatives and operational efficiencies.
• Manage customer escalations, complaints and service recovery activities.
• Support the implementation of AI, automation and digital transformation initiatives.
• Enhance operational processes, workflows and knowledge management systems.
• Partner with internal stakeholders to improve customer, client and doctor experiences.
• Foster a high-performance, customer-focused team culture.

Skills

Operational leadership

Data-driven decision making

Analytical skills

Change management

Stakeholder management

Team coaching

Problem solving

Healthcare operations

Tools

Power BI

AI tools

Job description

MedHealth is a purpose-built collection of industry-leading health, medical, and employment brands. Our unique and diverse capabilities are dedicated to achieving the best possible health and employment outcomes for individuals and the people they support. Additionally, Medilaw is an established premier international provider of independent medical opinions and specialist services, serving insurers, private and government employers, self-insured companies, and the legal profession.

We are seeking an enthusiastic and driven individual to join our team. This is a fantastic opportunity for someone seeking to work within a dynamic and growing organisation.

Job Description

Reporting to the Operations Manager, you will lead the day-to-day operations of key service delivery teams, ensuring productivity, service standards and business objectives are achieved.

You will use operational data, workforce planning and reporting insights to identify opportunities, improve processes and drive measurable business outcomes.

Key Responsibilities

• Lead, coach and develop Customer Service, Administration and Reception teams
• Monitor and improve team performance, productivity and service delivery outcomes
• Manage workforce planning, resource allocation and operational capacity
• Leverage Power BI and operational reporting to support data-driven decision making
• Drive continuous improvement initiatives and operational efficiencies
• Manage customer escalations, complaints and service recovery activities
• Support the implementation of AI, automation and digital transformation initiatives
• Enhance operational processes, workflows and knowledge management systems
• Partner with internal stakeholders to improve customer, client and doctor experiences
• Foster a high-performance, customer-focused team culture

Qualifications

About You

To be successful in this role, you will bring:

• 5+ years' experience in IME, healthcare operations or service delivery leadership
• Proven experience leading operational teams and driving performance outcomes
• Strong analytical and problem-solving skills with a data-driven approach
• Experience using operational reporting and metrics to improve business performance
• Demonstrated success implementing process improvement initiatives
• Experience leading change management and technology adoption programs
• Strong stakeholder management and relationship-building skills
• Exceptional coaching, mentoring and people leadership capability
• Ability to identify risks, solve problems and deliver sustainable solutions

Highly Regarded

• Continuous Improvement qualifications or experience
• Advanced Power BI reporting and analysis capability
• Experience with workflow automation, AI-enabled tools or process optimisation technologies

Additional Information

What's on Offer

• Join a market-leading healthcare and medico-legal business
• Opportunity to make a genuine impact on operational performance
• Lead and develop high-performing teams
• Be part of an organisation embracing innovation and AI-driven solutions
• Career growth opportunities within the broader MedHealth Group
• Supportive, collaborative and values-driven culture

You are welcome here.

Our fast-growing team of more than 4,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.