Firstsource Solutions Limited – Melbourne VIC

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they 'make it happen' for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource's inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

About the Role

We are seeking an experienced and dynamic Operations Manager to lead large-scale programs and drive operational excellence. This role is responsible for end-to-end program performance, service delivery, client engagement, and team leadership across multiple geographies.

You will play a critical role in building a high-performing culture, delivering exceptional customer outcomes, and driving continuous improvement and transformation initiatives.

What You’ll Be Doing

Lead and oversee operational teams to achieve productivity KPI, and SLA targets.

Ensure consistent, high-quality delivery of operating models, workflows, and performance frameworks across your portfolios.

Manage day-to-day client relationships, ensuring services meet contractual obligations and performance standards.





Identify and manage operational risks across quality, information security, business continuity, and compliance, maintaining robust control measures.

Evaluate systems and processes to drive continuous improvement and operational efficiency.

Develop and present performance reports, insights, and improvement initiatives to clients and internal stakeholders.

Mentor and develop leaders and frontline managers to strengthen capability, accountability, and succession planning.

Set clear expectations, conduct performance reviews, and provide constructive, timely feedback.

Support workforce planning, hiring, and onboarding in collaboration with People & Culture.

Contribute to broader operational and tactical planning as part of the leadership team.

What You’ll Bring

Demonstrated experience leading operational teams within one or more of the following: Banking & Financial Services, Telecommunications, Healthcare or Utilities.

Proven ability to deliver strong outcomes across revenue, cost, productivity, and service performance.

Confidence in client-facing roles, with the ability to manage expectations and build trusted partnerships.

Strong financial acumen, including managing budgets, analysing performance data, and making commercial decisions.

Experience managing risk and compliance in regulated or service-critical environments.

A hands‑on leadership approach that drives performance and accountability.

Excellent communication skills, with the ability to influence a range of stakeholders.

Ability to lead teams effectively through change in dynamic or growing environments

Why Join Us?

Work with global teams and clients

Drive transformation and innovation initiatives

Be part of a collaborative and high-performance culture

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📌 Operations Manager (Contact Centre) (Melbourne)
🏢 Firstsource Solutions
📍 Melbourne