Senior Operations Manager, Outsourced Services.

AXR Recruitment & Search; Sydney; Hybride; AUD 160 000 - 165 000; Plein temps

Avantages offerts par ce poste

Annual bonus

1 day WFH after probation

Résumé du poste

[axr] Recruitment & Search is seeking a Senior Operations Manager for outsourced services in Sydney. The role owns the contract end-to-end, overseeing delivery, performance and client relationships with direct leadership of a small team.

You will manage a large, award-based workforce, handle complex people matters, ensure KPIs are met, and maintain strong client ties while liaising with the leadership team. Office-based with 1 day WFH after probation.

Qualifications

• Led large award-based teams in 24/7 or shift-based operations.
• Managed outsourced service contracts from the supplier side with accountability for KPIs, staffing and client relations.
• Acted as final escalation point for people and contract issues and made risk-based decisions.
• Handled performance, conduct, WHS and Fair Work matters first hand.

Responsabilités

• Own the contract end to end, including delivery, performance and client relationship with full accountability for results.
• Act as escalation point for contract and people matters with delegated authority.
• Lead a small team covering contract management and people delivery to operate the contract as one.
• Oversee a large, award-based workforce including planning, recruitment, retention and training.
• Handle complex people matters and determine when to resolve or escalate with additional support.
• Ensure contractual KPIs are met, particularly staffing levels and turnover, and build strong client relationships.
• Represent the business at senior stakeholder meetings and coordinate cross-team responses to incidents or urgent issues.
• Identify opportunities for wider services and refer to the commercial team.

Connaissances

Team leadership

KPI management

Client relationship

Risk escalation

Description du poste

Senior Operations Manager, Outsourced Services.

Permanent, full time | Sydney, NSW

Office based, 1 day WFH after probation

$160,000 to $165,000 base plus superannuation, plus annual bonus

Job Brief

Our client is a service provider looking for a senior leader to take full accountability for its largest client contract, delivered by a large operational workforce. This is an operational leadership role, not a sales role. It suits someone from the supplier side of outsourced services who has led award based teams against KPIs, is confident managing a demanding client, and is comfortable making the call without needing close direction.

About Our Client

Our client is a well established services business that delivers outsourced services under long term contracts. The team is lean and close knit, decisions are made quickly, and people are trusted to do their jobs well. Management turnover is very low, and the business is in a strong financial position.

Responsibilities

• Own the contract end to end, including delivery, performance and the client relationship, with full accountability for its results
• Act as the escalation point for contract and people matters, making risk based decisions within delegated authority and escalating only what could seriously affect the contract
• Lead a small team covering contract management and people delivery, bringing both sides together so the contract runs as one
• Oversee a large award based workforce, including workforce planning, recruitment, retention and training, through your team
• Handle complex people matters such as performance, conduct, WHS claims and Fair Work matters, deciding when to resolve them directly and when to bring in further support
• Make sure contractual KPIs are met, particularly staffing levels and turnover, and act early when risks appearBuild trusted, face to face relationships with the client's operational and contract teams, and represent the business at senior stakeholder meetingsStep in and bring people together when incidents or urgent client issues ariseSpot opportunities for the business's wider services and refer them to the commercial team

  Requirements

  • You have led large, award based teams in a 24/7 or shift based operation, such as a contact centre, operations centre or outsourced service contract, managing through team leaders or managers
  • You have run a service contract from the supplier side and been accountable for its KPIs, staffing levels and client relationship. Public sector clients are an advantage
  • You are used to being the final escalation point, making risk based calls on people and contract issues and only escalating what genuinely needs it
  • You have handled performance, conduct, WHS and Fair Work matters first hand.
  • You have kept a demanding client relationship on track through a difficult period
  • You are comfortable learning how technology and systems work, well enough to explain them to a client

  What's on Offer

  • $160,000 to $165,000 base plus super, plus an annual bonus
  • Full accountability for the business's largest contract, with direct access to the leadership team
  • A lean, supportive business where decisions are made quickly and people tend to stay
  • One set work from home day per week after probation