Our client is a well‐established national service provider with a strong reputation for delivering high quality operational and support solutions across diverse client environments. They are known for their commitment to service excellence, streamlined processes and a collaborative, people‐focused culture. With continued growth across multiple regions, our client offers a dynamic and fast‐paced environment where innovation, accountability and continuous improvement are highly valued. This is an opportunity to join a business that prioritises strong leadership, operational efficiency and exceptional client outcomes.
Position Purpose
The Group Business Operations Manager plays a pivotal leadership role in overseeing the day‐to‐day coordination and performance of our client's Business Support functions. This position is responsible for managing people, processes and systems that underpin internal operations, ensuring efficiency, consistency and excellence in service delivery across multiple business units nationally. Working closely with senior leadership, this role translates strategic direction into operational outcomes and ensures the Business Support team operates effectively and cohesively.
Key Responsibilities Leadership and Team Management
* Lead and develop the Business Support team
* Drive a positive, accountable and high‐performing team culture
* Support hiring, onboarding and staff retention
* Align team performance with business goals
Operations
* Oversee daily administrative and support functions
* Improve processes, workflows and efficiency
* Monitor workloads and service delivery standards
* Ensure accurate and timely reporting
Governance and Compliance
* Ensure adherence to internal systems, policies and procedures
* Support audits and risk management activities
* Maintain accurate and compliant documentation
Stakeholder Engagement
* Work closely with senior leadership and operations teams
* Support collaboration across departments
* Communicate effectively with internal and external stakeholders
Client Lifecycle Management
* Manage onboarding, changes and offboarding of clients
* Coordinate client setup, systems and documentation
* Oversee invoicing, service agreements and compliance requirements
* Maintain strong client relationships and communication
* Ensure consistent service delivery across all client stages
Help Desk and Issue Resolution
* Oversee help desk operations and issue tracking
* Manage prioritisation and allocation of requests
* Ensure service level agreements are met
* Communicate updates and resolutions clearlyCoordinate with teams to resolve complex issues
Continuous Improvement
* Identify and implement process improvements
* Enhance systems, tools and reporting
* Analyse trends and address recurring issues
* Support training and best practice development
Key Performance Indicators
* Team engagement and retention
* Timely completion of tasks and reporting
* Compliance and audit results
* Improved efficiency and reduced bottlenecks
* Positive stakeholder feedback
Skills and Attributes
* Strong leadership and people management skills
* Highly organised with strong problem solving ability
* Excellent attention to detail
* Ability to manage multiple priorities
* Strong communication and interpersonal skills
Experience
* 5 plus years' experience in operations, business support or administration within a service‐based environment
* Proven experience leading and developing teams in a fast‐paced, multi‐site or national environment
* Demonstrated ability to manage end‐to‐end operational processes and support functions
* Strong experience improving workflows, systems and overall business efficiency
* Experience working with internal systems such as CRM, help desk or workflow management platforms
* Proven track record in driving process improvements and implementing change initiatives
* Experience managing competing priorities and meeting tight deadlines
* Exposure to compliance, audits and risk management processes
* Strong stakeholder management experience across multiple departments and senior leadership
* Experience supporting client lifecycle activities including onboarding, service delivery and issue resolution
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