Experience within a business process outsourcing (BPO) company is highly preferred. About the Company Crew Offshoring Solutions (Crew) is a non-traditional Business Process Outsourcing (BPO) company that partners with small to medium sized Australian businesses to help them hire amazing offshore talent. Crew manages recruitment, onboarding, payroll and HR admin so our Australian clients don't have to.
About the Role The Head of Operations will be responsible for overseeing daily operations, optimizing organizational processes, and ensuring alignment with the company's strategic objectives.
As part of their role, the Head of Operations will train new team members, develop and enhance our systems and processes through detailed documentation, and engage in the negotiation and implementation of third-party service contracts.
The ideal candidate will be an autonomous and innovative thinker. They will also be systems orientated, always putting operational efficiency and business outcomes first. They will be characterized by their drive, efficiency and organization.
Finally, the ideal candidate will have an unrelenting work ethic and desire to overcome challenges in any form.
Key Responsibilities Lead, mentor, and develop a high-performing operations team, fostering a culture of excellence and accountability.Collaborate with the CEO and other departments to drive key initiatives, optimize staffing, and integrate operations with overall business strategies.Oversee budget planning, expense tracking, and financial analysis, working with finance to ensure cost-effective operations and achieve financial targets.Lead operational planning and review cycles, ensuring alignment with financial goals and objectives.Develop and standardize policies and procedures to enhance service delivery, customer satisfaction, and operational consistency across teams and locations.Oversee daily operations, optimizing efficiency and productivity in all departments.Establish and monitor key performance indicators (KPIs) to track operational effectiveness and identify areas for improvement.Lead and mentor a high-performing operations team, fostering a culture of excellence, accountability, and teamwork.Develop talent within the team, identifying growth opportunities and providing ongoing coaching and development.Manage customer complaints and resolve complex issues that require top-level intervention.Monitor team performance through key performance indicators (KPIs), providing regular feedback and coaching to improve productivity and service quality.Identify, design, and implement processes to improve operational efficiency and support scalability.Use data-driven analysis to make recommendations for operational improvements.Identify potential risks and develop strategies to mitigate them, ensuring business continuity and operational resilience.Ensure operations comply with legal and regulatory requirements.Implement and maintain safety and quality standards across all operational areas.Prepare and present regular reports on department performance, goals, and new initiatives to the Senior Leadership Team.Engage with suppliers to negotiate and manage the implementation of service contracts.Promote a positive and professional environment that reflects the company's values and standards.Required Experience Bachelor's degree in Business, Operations Management, or a related field; MBA or equivalent experience.8+ years of experience in operations or a similar leadership role, with a proven track record of managing complex operational functions.Management experience of at least 5 years, either in a supervisory or managerial role, with a proven track record of exceptional team leadership.Hands-on experience with process documentation and improvement, demonstrating a practical understanding of how to streamline operations.Strong strategic thinking and problem-solving skills, with the ability to anticipate issues and act proactively.Excellent communication skills, capable of effectively conveying complex information to diverse stakeholders.Knowledge of financial and budget management, with an understanding of P&L, cost management, and resource allocation.
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