Operations Lead

Company Overview

The Rex Group—Rex Software, Cirrus8 and RealTrust—delivers leading real estate CRM, commercial property management software and outsourced trust accounting across Australia, New Zealand and the UK.

We are committed to secure, reliable technology operations that support our people and customers as we continue to scale.

Role Overview

The Operations Lead – Contracting Workforce is responsible for overseeing the operational frameworks, service delivery structures, and coordination required to support RealTrust’s offshore contracting workforce in Manila. The role ensures that operational processes, capability pathways, training enablement, and communication channels are well-designed and consistently applied to support high-quality service delivery across Trust Accounting and Property Management functions. This includes guiding the development and refinement of training materials, ensuring contractors have access to clear service expectations, and supporting the operational readiness required for accurate, timely, and dependable client outcomes.

Key Responsibilities

Operational Coordination & Workload Structure

• Oversee the workload coordination frameworks, ensuring client portfolios and service activities are distributed effectively across the contracting workforce.
• Partner with Account Managers to align client assignments with capability, capacity, and service requirements.
• Monitor resourcing patterns and adjust operational plans in response to onboarding, client churn, peak cycles, or changes in service needs.
• Identify utilisation risks or capacity bottlenecks and recommend operational adjustments to maintain service continuity.
• Ensure consistency by maintaining standardised processes, SLAs, and service delivery frameworks across contractor-supported functions.

Service Quality & Operational Performance Insights

• Maintain and report on service indicators such as SLA adherence, reconciliation timeliness, QA outcomes, issue resolution trends, and period-end performance.
• Lead structured operational review sessions with Team Leads to assess progress, identify risks, and support corrective action planning.
• Ensure quality assurance frameworks are applied consistently and use trend analysis to inform process refinement or capability uplift.
• Coordinate service-related data insights to support operational leaders in managing output, improvement actions, and service continuity.

Capability Support & Operational Readiness

• Support Team Leads with operational guidance, service expectations, and coordination of capability resources.
• Promote a positive, resilient, and connected working environment aligned to RealTrust’s values and service culture.
• Monitor indications of contractor engagement, workload stress, or service-impacting concerns, and surface these to the appropriate leaders or COR partner as required.

Training & Capability Uplift

• Oversee the coordination of training and enablement activities that support contractors in delivering high-quality trust accounting and property management services.
• Work with Team Leads and the trainer to identify capability gaps based on QA trends, client feedback, escalation themes, and operational insights.
  
  
• Partner with Account Managers, Team Leads, and training stakeholders to evaluate the effectiveness of enablement activities and recommend improvements or additional capability initiatives.

Strategic Execution & Continuous Improvement

• Act as a key partner to the onshore Operations Manager in implementing operational strategies, process improvements, and workflow updates.
• Provide data-driven insights from offshore operations to inform forecasting, resourcing decisions, and service design enhancements.
• Lead operational change initiatives related to SOP refinement, system adoption (e.g., Asana, Freshdesk, Cirrus8), and process optimisation.
• Identify, pilot, and scale efficiency improvements, including automation opportunities, workflow standardisation, and knowledge management enhancements.

Cross-Functional Coordination

• Serve as a primary coordination point between offshore contracting functions and onshore Account Managers.
• Participate in regular syncs with Account Managers to review service needs, workload alignment, and emerging risks.
• Facilitate the structured handover of service insights, client themes, and capability requirements to relevant stakeholders (Account Management, Finance, Training, People & Culture).
• Collaborate with cross-functional partners on operational reporting, continuous improvement initiatives, and enablement programmes.

Compliance & Risk Management 

• Ensure offshore operational processes align with relevant regulatory requirements, including Australian trust accounting standards, property management compliance obligations, and internal audit expectations.
• Monitor and report on operational risks such as capacity constraints, SLA variances, data or system vulnerabilities, and process gaps.
• Collaborate with cross-functional stakeholders to implement remediation plans or process adjustments that support compliant and consistent service delivery.

Qualifications and Experience

• Degree in accountancy is advantageous.
• Minimum 3 years’ experience in a leadership role
• Strong knowledge of Cirrus8 software advantageous
• Excellent communication skills (verbal and written)
  
• Ability to lead, motivate, and develop a medium-sized team
• Proactive, solutions-focused mindset with a “can do” attitude
• 5+ years in operations or team leadership within a BPO, accounting services, or property management environment.
• Proven experience managing large teams (50+ FTEs) and multiple frontline supervisors or team leads.
• Strong understanding of trust accounting principles, reconciliation processes, and compliance frameworks (familiarity with Australian standards preferred).