Senior Operations Manager - #34878

Company Profile

Our client provides solutions to challenges of admin staff shortages for Australian General Practices. They lighten the load on General Practice owners and their teams by hiring, training, and managing professional offsite receptionists and administrators.

Our client understands the increasing difficulty in finding quality admin and reception staff due to the biggest skills shortage in living memory. They believe that there is a better way, and they provide that solution. Our client's team of medical professionals are trained on running efficient clinics and increasing the productivity of your practice.

Our client provides comprehensive administrative and receptionist support to general practices across Australia. Their VAs manage various tasks, including scheduling appointments, handling patient records, and facilitating smooth patient-provider communication. Consequently, clinics can focus on delivering quality healthcare, free from administrative burdens.

Duties and Responsibilities:

System Ownership

• Own end-to-end delivery performance from hero onboarding to long-term client retention
• Ensure cross-functional alignment between Operations, Training, HR, IT, and Sales
• Act as the final operational decision-maker within agreed guardrails

Leadership & Accountability

• Lead and develop Team Leads and functional heads with clarity and firmness
• Set clear expectations, priorities, and success measures
• Address performance issues directly and constructively
• Normalise accountability without fear, rescue, or avoidance

Financial & Risk Stewardship

• Own operational budget outcomes and cost discipline
• Proactively identify and mitigate financial risk
• Ensure people-related costs (including HMO) remain controlled and predictable

Capability & Scale

• Ensure Training is enabled to deliver hero capability at scale
• Reduce reliance on individuals through process excellence and systemisation
• Build an organisation that can grow without increasing fragility

Core Accountabilities & KPAs

• Talent Supply & Demand Alignment
• Objective: Maintain an optimal balance between heroes available and heroes placed to meet sales demand while controlling cost risk.

Success Indicators:

• The business feels calmer, clearer, and more predictable
• Problems surface early and are resolved decisively
• Leaders below this role know exactly what success looks like
• The Integrator is no longer the default escalation point

Requirements

Must-have Skills / Qualification:

• At least 5 years of combined experience in operations and people management relevant to the role.
• Experience working with organizations in Australia, the US, Canada, or the UK is highly preferred.
• Candidates must have a background in virtual staffing, recruitment, or offshoring industries.
• Applicants with healthcare or medical center management experience, particularly in operations and leadership roles, will also be considered.
• Must be amenable to work onsite in Dumaguete/Tanjay City.
  

Additional Skills and Behavioural Competencies

• High temporal awareness and forward planning
• Comfort making decisions with incomplete data
• Calm authority under pressure
• Ability to lead strong functional leaders without micromanaging
• Direct communication delivered with respect and care
• Lived experience in Western working environments.

Job Type: Full-Time Permanent

Schedule: Monday to Friday, Flexible Working Schedule (AEDT Overlap)

Location: Full-Onsite, Dumaguete City, Philippines

Industry: Staffing / OffShoring