Senior Operations Manager (Call Centre), Up $8K

Senior Operations Manager (Call Centre)

Contract Period: Till 31 December 2026

Salary: $8,000

Report to: Assistant Project Director

Job Purpose

The Senior Operations Manager is responsible for providing operational leadership, governance oversight and cross-functional coordination across the Operations division.

Reporting to the Operations Director, the role serves as a key member of the management team to drive operational excellence, support transformation initiatives, strengthen management capability and ensure effective execution across multiple operational functions

The incumbent will work closely with operational managers and functional leads to resolve operational challenges, drive accountability, manage risks and ensure successful delivery of operational objectives.

Key Responsibilities

Operational Leadership & Governance

• Support the Operations Director in overseeing the performance and effectiveness of all operational functions
• Monitor operational delivery, productivity, service levels and workforce performance across departments
• Drive accountability and follow-through on operational priorities, action plans and management commitments
• Facilitate operational review meetings and governance discussions
• Identify operational risks, issues and dependencies and drive timely resolution

Cross-Functional Coordination

• Coordinate activities across Collection Operations, Establishment Strategy & Engagement, Validation & Data Assurance, Quality & Compliance, Training & Capability Development, Inbound Operations and Ops Intelligence
• Resolve operational bottlenecks and inter-departmental issues affecting delivery performance
• Ensure alignment of operational priorities and execution across functions
• Drive collaboration and information sharing between operational teams

Transformation & Continuous Improvement

• Support implementation of the future-state operating model and transformation initiatives
• Monitor project milestones, implementation progress and operational readiness
• Identify opportunities to improve operational processes, productivity and service delivery
• Drive process improvement, operational integration and change management initiatives
• Support adoption of automation, system enhancements and operational best practices

Client & Stakeholder Management

• Support client discussions, operational reviews and service delivery engagements where required
• Manage operational escalations and complex issues involving clients and stakeholders
• Build strong working relationships with internal and external stakeholders
• Ensure client concerns and operational issues are addressed effectively and professionally

People Leadership & Management Support

• Provide guidance, coaching and support to operational managers and functional leads
• Challenge managers constructively on performance, execution and operational effectiveness
• Support capability development, succession planning and leadership development initiatives
• Foster a culture of accountability, collaboration and continuous improvement
• Serve as acting Operations Director when required

Crisis Management & Operational Recovery

• Lead operational recovery efforts during manpower shortages, service disruptions or project challenges
• Support managers in developing mitigation plans and contingency strategies
• Provide leadership during high-pressure operational situations and critical incidents
• Ensure business continuity and operational resilience across functions

Requirements

• Degree in Business, Operations Management or related discipline preferred
• Minimum 10 years of operational leadership experience
• Proven experience managing large-scale operational teams and service delivery environments
• Experience in contact centre, BPO, field operations, survey operations, service delivery or similar operational environments preferred
• Strong stakeholder management and client-facing experience
• Strong operational problem-solving and decision-making capability
• Experience leading organisational change, operational transformation or process improvement initiatives