Job Description

Operations Manager - 24/7 Customer Service Operations
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n Our client is a leading global service provider operating within a fast-paced, highly regulated, customer-facing environment. They are seeking an experienced Operations Manager to lead a large, multi-disciplinary workforce responsible for delivering exceptional customer outcomes within a complex 24/7 operation.n
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n This is a highly visible leadership opportunity suited to an operational leader who thrives under pressure, leads from the front, and has a proven track record managing large teams, critical service delivery requirements, and key stakeholder relationships.n
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n Whether your background is in transport, logistics, facilities management, hospitality, healthcare, retail operations or another high-volume service environment, we are keen to speak with leaders who understand how to balance people, performance and customer expectations.n
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n The Chance Reporting into senior operational leadership, you will take ownership of day-to-day service delivery while ensuring operational, commercial and customer performance objectives are consistently achieved.n
n You will lead a team of frontline leaders and a sizeable shift-based workforce, ensuring the operation remains responsive, efficient and customer-focused, particularly during periods of peak demand, disruption and changing operational requirements.n
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n This role requires a hands-on leader who is equally comfortable engaging with frontline employees, managing client relationships and making critical operational decisions in real time.n
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Key Responsibilities:n

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- Lead a large operational workforce across a 24/7 environment.
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- Drive service excellence and ensure customer commitments are consistently achieved.
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- Develop and coach frontline leaders to build a high-performing, accountable culture.
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- Manage workforce planning, rostering, leave management and labour utilisation.
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- Build trusted relationships with key clients and stakeholders.
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- Monitor and improve operational KPIs, productivity and service performance.
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- Lead operational responses during incidents, service disruptions and peak demand periods.
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- Drive continuous improvement initiatives through data analysis and performance insights.
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- Manage employee relations matters including performance management, coaching and workplace investigations.
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- Champion safety, compliance and quality standards across all aspects of the operation.
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- Contribute to financial performance through effective cost control, workforce management and operational efficiency.
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About You You are an experienced operations leader who has successfully managed large teams within a quick-paced service environment and understands the importance of delivering outstanding customer outcomes while maintaining operational performance.n
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You will bring:n
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- Proven experience managing large, shift-based operational teams.
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- Strong leadership skills with the ability to motivate and develop frontline leaders.
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- Experience managing customer service delivery within a complex operational environment.
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- Demonstrated success improving operational performance and service standards.
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- Strong stakeholder management and client relationship skills.
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- Experience managing workforce planning, rostering and labour costs.
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- The ability to remain calm, decisive and solutions-focused during periods of disruption or operational pressure.
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- Sound experience dealing with employee relations, performance management and workplace compliance requirements.
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- Strong commercial acumen and a continuous improvement mindset.
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📌 Client Services Operations Manager (Melbourne)
🏢 Chandler Macleod
📍 Melbourne