Operations Team Leader

Kairros; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Medilaw, part of the MedHealth Group, is seeking an enthusiastic Operations Team Leader to guide our Customer Service, Administration and Reception teams in Sydney.

Reporting to the Operations Manager, you will lead day-to-day operations, drive performance using data, and foster a positive, high-performing culture while delivering exceptional service for clients and medical specialists.

Qualifications

• Experience leading operational, administration, customer service or healthcare teams.
• Strong people leadership and coaching skills.
• Organised and proactive with multiple priorities.
• Confidence using data and reporting to support decision-making.
• Experience improving processes and driving operational efficiencies.
• Excellent communication and stakeholder management skills.
• Strong problem-solving skills in a fast-paced environment.
• Experience in healthcare, IME, medico-legal or professional services is valued.

Responsibilities

• Lead, coach and develop Customer Service, Administration and Reception teams.
• Monitor team performance, productivity and service delivery outcomes.
• Manage workforce planning, rostering and resource allocation across the business.
• Utilise operational reporting and Power BI insights to support performance improvements.
• Identify and implement process improvements to enhance efficiency and customer experience.
• Support the adoption of new technologies, automation tools and innovative ways of working.
• Manage escalations and support effective resolution of customer and stakeholder concerns.
• Work collaboratively with internal stakeholders to achieve operational goals.
• Foster a culture of accountability, teamwork and continuous improvement.

Skills

People leadership

Coaching

Data reporting

Process improvement

Stakeholder management

Communication

Problem solving

Healthcare experience

Job description

At Medilaw, part of the MedHealth Group, we're seeking an enthusiastic Operations Team Leader to lead our Customer Service, Administration and Reception teams in Sydney.

Reporting to the Operations Manager, you'll be responsible for the day-to-day leadership, performance and development of operational teams, ensuring exceptional service delivery for clients, customers and medical specialists. You'll play a key role in supporting operational performance, driving process improvements and fostering a positive, high-performing team culture.

Job Description

What You’ll Be Doing

• Lead, coach and develop Customer Service, Administration and Reception teams.
• Monitor team performance, productivity and service delivery outcomes.
• Manage workforce planning, rostering and resource allocation across the business.
• Utilise operational reporting and Power BI insights to support performance improvements.
• Identify and implement process improvements to enhance efficiency and customer experience.
• Support the adoption of new technologies, automation tools and innovative ways of working.
• Manage escalations and support effective resolution of customer and stakeholder concerns.
• Work collaboratively with internal stakeholders to achieve operational goals.
• Foster a culture of accountability, teamwork and continuous improvement.

Qualifications

About You

To be successful in this role, you will bring:

• Experience leading operational, administration, customer service or healthcare teams.
• Strong people leadership skills with a passion for coaching and developing others.
• An organised and proactive approach to managing competing priorities.
• Confidence using data and reporting to support operational decision-making.
• Experience improving processes and driving operational efficiencies.
• Excellent communication and stakeholder management skills.
• Strong problem-solving skills and the ability to work in a fast-paced environment.
• Experience within healthcare, IME, medico-legal or professional services environments is highly regarded.

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.