Williams Lea is a leading provider of business process outsourcing services and technology solutions to corporations across Australia. As such, we pride ourselves on our outstanding reputation for delivering excellence
We have an exciting opportunity available for an Office Services Manager to join our friendly and supportive team. The position will be responsible for managing teams across multiple sites and working closely with our clients providing exceptional service.
About the Role: This position is full time Monday to Friday regular office hours with flexible working conditions. This exciting role is a combination of WFH with weekly visits into client offices and the opportunity for interstate travel to client offices.
Responsibilities: Client Service & Operations Management Build and maintain strong client and team relationships; regularly meet key client contacts, provide fast turnarounds to requests and work collaboratively to achieve goalsManage local vendor relationships and contracts, where applicableAdvise and support the client and teams on daily matters with clear communication, applying examples of best practiceEncourage teamwork; drive change and ensure all staff members strive to achieve client satisfactionEnsure site operations are meeting required SLAs, contractual requirements and client expectationsDemonstrate a full understanding of the client contracts and ensure updates are made in a timely mannerEnsure all operating procedures, processes and manuals are up-to-date and always adhered to standardsAlways maintain effective communication with Business Director. Escalate promptly when requiredCompile and present on-time and accurate monthly and quarterly information reportingProactively identify opportunities for service enhancement and client value-addPrepare and manage client invoicing, payroll, budgeting and finances effectivelyReview and question monthly profit-and-loss and balance sheet statements Leadership, Training & Development Lead client and staff meetings with confidence and knowledgeHire, lead, motivate, train, evaluate and retain team members. Identify, encourage and develop future leaders through robust development and succession planningManage staff using a 'lead-by-example' approach; be prepared to assist with any role when necessary to ensure client service expectations are metEnsure the team is optimally staffed at all timesDelegate whilst also being willing and able to 'pitch-in' with operations where appropriateFoster a positive, cohesive, collaborative, and team-oriented work environmentPrepare and conduct regular employee evaluations and development planningWork with HR to resolve any disciplinary issues in a timely mannerDemonstrate cross-cultural awareness and sensitivity Corporate & Compliance Always exhibit professional decorumEnsure strict compliance with processes, procedures and policies, particularly relating to the confidentiality of client and Williams Lea informationNetwork with other Account Managers in Australia to share ideas and best practicesKeep up to date with Williams Lea news and policies; understand, enforce and communicate to the team About You: Experience & Characteristics Required: 3+ years' experience in a leadership and operations management roleStrong client service, negotiation and communication skillsA high level of competency in MS Excel, Word, PowerPointDetail oriented with the ability to prioritise and handle multiple tasks in a demanding, time- sensitive environmentAbility to manage remotely and work from different locations as requiredDesirable: An understanding of risk and compliance requirements within the banking industry Please note: Only successful Candidates will be contacted.
