Job Description

Reporting to the Operations Manager, you will lead the day-to-day operations of key service delivery teams, ensuring productivity, service standards and business objectives are achieved.

You will use operational data, workforce planning and reporting insights to identify opportunities, improve processes and drive measurable business outcomes.

Key Responsibilities

- Lead, coach and develop Customer Service, Administration and Reception teams
- Monitor and improve team performance, productivity and service delivery outcomes
- Manage workforce planning, resource allocation and operational capacity
- Leverage Power BI and operational reporting to support data-driven decision making
- Drive continuous improvement initiatives and operational efficiencies
- Manage customer escalations, complaints and service recovery activities
- Support the implementation of AI, automation and digital transformation initiatives
- Enhance operational processes, workflows and knowledge management systems
- Partner with internal stakeholders to improve customer, client and doctor experiences
- Foster a high-performance, customer-focused team culture

📌 Operations Team Leader (Sydney)
🏢 Medilaw
📍 Sydney