Job Description

This organisation is at a pivotal moment where operational performance is imperative to successful transition to new ways of working. If you’re an exceptional operations manager with a mandate to shift a function from manual "processing" to disciplined, data-led "auditing" this is the role for you.

The opportunity

You'll lead a team through a meaningful change in how they work, partnering across the business to embed accountability, systems discipline and a culture of service excellence. The role spans two parallel pieces of work - one external, one internal.

Externally, you'll drive leader adherence to agreed processes - moving the business away from ad-hoc emails and calls toward a tracked, ticket-first culture, and embedding a clear operational rhythm (cutoffs, sign-offs) as a non-negotiable.

Internally, you'll guide your team's shift from "doers" to "continuous improvers" - coaching them to trust system logic and focus on validation and exception management rather than manual data entry. You'll introduce more rigour, including individual KPIs and dashboards to lift accountability for accuracy and cycle times, and build structured training pathways that reduce key-person risk and grow a proactive, high-performance team.

What you'll bring:

- High-volume complexity - experience managing large operations function across a complex landscape.

- Operational excellence - cadence, KPIs, governance, root cause analysis and continuous improvement.

- Change leadership - the soft skills to coach a team through a genuine shift in identity, moving them from reactive processors to proactive quality-assurance leads

- Relevant industry context - preference for candidates from regulated, people-intensive sectors such as Hospitals, Healthcare, Aged Care or Banking/Call Centre operations, where compliance and volume intersect.

For a confidential conversation, please reach out directly to Bianca Clifton on 0422335638.