What You will Own
- The weekly operating rhythm, priorities and accountability across all support functions.
- Workforce planning, leadership of managers, performance management, recruitment, onboarding and employee development.
- Operational budgets, management reporting, supplier arrangements, cost control and financial performance in partnership with the Directors and finance advisers.
- The complexity-points target and commission frameworks, including consistent application and regular effectiveness reviews.
- The OMARA compliance calendar, CPD tracking and coordination of file audits with Registered Migration Agents.
- The company’s automation and AI roadmap across case management, HR, reporting and client service systems.
- Process mapping, workflow redesign, operational risk controls and delivery of agreed improvement projects.
- Client-service performance, including turnaround times, complaints, avoidable errors and service recovery.
Essential requirements
What You will Bring
- Proven experience leading multi-functional operations in a growing business of approximately 15 to 40 employees.
- Strong commercial and financial acumen, including experience with budgets, management reporting, vendors and operational controls.
- Demonstrated people leadership, with the confidence to set expectations, coach managers and address performance issues.
- Strong IT/tech fluency, with genuine confidence using case-management platforms, automation tools, AI-enabled workflows, reporting systems and data dashboards, and the ability to drive digital process improvement across the business.
- Skilled process mapping, project delivery and change management.
- A practical, solutions-focused approach and sound judgment when working with regulated professionals.
- Experience in a regulated or professional-services environment is highly regarded.
- Migration-industry experience is not required. Full onboarding will be provided on OMARA and migration-practice essentials.
- Fluent English written and spoken, for daily work with the Perth team
- Self-directed working style you can take a brief and deliver without micromanagement
Expected Results
- Reliable delivery against operational plans, budgets, service standards and business targets.
- Clear accountability, stronger management capability and improved employee performance.
- Better workflow visibility, productivity and cross-team coordination.
- Fewer avoidable errors, delays, complaints and instances of repeat work.
- Timely completion of compliance activities, audits and corrective actions.
- Successful adoption of priority technology, automation and process improvements.
