POSITION DESCRIPTION
Office & Operations Manager
Head Office, Sydney
Reports To
Chief Operations Officer (COO)
Employment Type
Full-Time
Location
Sydney Head Office
Direct Reports
Nil initially (subject to growth)
About the Role
The Office & Operations Manager plays a crucial role in supporting the Chief Operations Officer (COO) and the broader leadership team at Cohen Handler. This position is responsible for overseeing and optimising the operational functions of the business, with a focus on office administration, IT management, data security, AML compliance, and stakeholder management of key supplier relationships.
The Office & Operations Manager drives the design, implementation, and continuous improvement of business processes, leveraging tools including Microsoft 365, Zoho, and Xero to enhance efficiency and collaboration across the team.
This role requires strong organisational and communication skills, attention to detail, autonomy, and the ability to manage multiple tasks and projects simultaneously. The Office & Operations Manager reports to the COO and must work effectively across departments to support the company's strategic objectives and ensure the smooth functioning of day-to-day operations.
Key Responsibilities & Accountabilities Operations
* Assist the COO and Leadership Team with administrative and operational duties, as required.
* Assist with the design, implementation, and management of business processes including use of Microsoft 365, Xero and Zoho.
* Oversee the organisation's operations policy review timeline, including drafting of new policies as required.
* Manage the administration of assigned projects, including designing and producing documents, reports, and presentations, and liaising with heads of department.
* Assisting to manage and maintain the company intranet or central knowledge base to ensure it is used by all employees as a single source of truth and collaboration tool.
* Work with the IT managed service provider.
* Ensure ongoing organisational compliance with privacy requirements in relation to storage and destruction of data (online and physical copies).
* Prioritise effective communication, fostering a culture of transparency and collaboration across all departments and levels of the organisation.
Office Administration
* Lead office orientation for new employees, visitors, and suppliers (including evacuation procedures).
* Ensure updated staff lists and contact lists are readily accessible.
* Manage boardroom bookings for COO/Operations meetings and training sessions, and assist with booking of external venues and coordination of CPP (Continuing Professional Practice) requirements as applicable.
* Manage office compliance requirements and registers, including tag and testing of electrical devices, first aid supplies, licensing (kept up to date), refund registry, and staff supervision guidelines – continuously checking and maintaining currency.
IT Administration
* Stakeholder management of the IT managed service provider.
* Assist with day-to-day oversight of minor/everyday IT issues and escalation of urgent or unresolved tickets to the IT managed service provider.
* Management of boardroom and conference facilities, providing support as required to the team.
* Assist with IT upgrades, including software and hardware for employees; manage device fleet and upgrade timeline proactively.
* Assist with the IT set-up and onboarding of new employees across all offices (VIC, QLD, WA, SA, ACT and Sydney).
* Provide IT support and training on applications where required; assist with the organisation of company-wide bespoke IT training.
* Maintenance of SharePoint, Teams, and shared email addresses register and employee access.
* Maintenance of licensing registers for M365, Adobe, and other software.
* Monitor completion of phishing training and send timely reminders to employees to ensure compliance.
* Maintenance of an IT asset register with the Finance department for all company IT property (both on-site and for WFH requirements).
* Manage administration of domain name registrations, DNS updates, and DMARC policies, in consultation with the Marketing department.
AML Compliance Support
* Support AML (Anti-Money Laundering) compliance processes, including confirming that client Agreements are compliant with regulatory requirements.
* Assist with verification that client identification (ID) checks have been completed in accordance with legislative obligations.
* Assist with other AML reporting requirements as directed by the COO or compliance team.
* Oversight of IT security framework and compliance, including regular review of data security processes and policies.
Finance & Accounts Support
* Provide administrative support for client agreements through Zoho Sign, including knowledge of the Zoho platform.
* Maintain a basic working knowledge of Xero for the entry of bills and sending of invoices.
* Maintain a basic working knowledge of Zoho CRM.
* Liaise with the Finance team to ensure timely processing of supplier invoices and payments.
Stakeholder & Supplier Management
Provide administrative assistance with the management of key supplier relationships, including:
* IT managed service provider
* Printer and office equipment suppliers
* Cleaners
* Office plants
* Phone providers
* Storage units
* Building management – car spaces, entry apps and fobs (in conjunction with the Executive Assistant), and recycling and office refurbishments
Key Relationships Internal
* COO, CEO, Head of HR, other Executives and Heads of Department, Executive Assistant, Buyer's Agents, and broader team
External
* IT managed service provider, software vendors, office suppliers, building management, and regulatory bodies (AML)
Skills & Experience Essential
* Minimum 3–5 years' experience in an operations, office management, or business administration role.
* Strong proficiency with Microsoft 365 (SharePoint, Teams, Outlook).
* Working knowledge of Zoho (CRM and Sign) and Xero, or willingness to learn quickly.
* Excellent organisational skills with the ability to prioritise and manage multiple projects simultaneously.
* Strong written and verbal communication skills.
* High attention to detail and a proactive, solutions‐oriented mindset.
* Ability to work autonomously and exercise sound judgement.
* Experience managing IT vendor relationships and coordinating IT support.
Desirable
* Experience in the property, real estate, or professional services industry.
* Familiarity with AML/CTF compliance requirements in a financial services or property context.
* Experience with business process improvement and change management.
* Knowledge of privacy legislation (e.g., Australian Privacy Principles).
* Experience managing office compliance registers and workplace health and safety requirements.
Cohen Handler Values
The Office & Operations Manager is expected to actively uphold and promote Cohen Handler's values, fostering a culture of respect, collaboration, and excellence across the organisation.
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