Client Operations Team Leader

Overview

We are seeking a skilled Client Operations Team Leader to head our Client Services division, taking charge of procurement and operational administrative duties. This role blends team leadership with operational management to uphold top-tier client service and efficient business functions.

Key Responsibilities

• Lead and nurture the Client Services team to deliver exemplary customer service.
• Promote a collaborative, accountable workplace culture and deliver ongoing coaching, feedback, and development opportunities.
• Manage service delivery in accordance with Managed Service Agreements (SLAs), including oversight of service queues and workflows within ConnectWise.
• Track team metrics, handle complex client issues, and support escalation processes.
• Administer procurement activities related to mobility products and services, maintain relationships with suppliers, and oversee purchase processes, inventory, and invoice reconciliation in cooperation with Finance.
• Elevate operational efficiency through process improvements, maintain data accuracy in operational systems, and contribute to day-to-day office and operational functions.
• Collaborate with internal departments including Customer Success, Sales, Finance, and Operations to ensure flawless client experiences.

Qualifications and Experience

• Proven leadership or supervisory experience in client service, customer service, or operations teams.
• Effective organizational and time management capabilities.
• A proactive approach focused on problem-solving.
• Excellent communication and stakeholder engagement skills.
• Exceptional attention to detail and accuracy.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Ability to prioritize tasks effectively in a dynamic environment.

Preferred Background

• Experience in telecommunications or managed services sectors.
• Knowledge of Telstra products and offerings.
• Familiarity with ConnectWise or comparable PSA tools.
• Expertise in procurement, supplier, vendor management, or logistics coordination.

Benefits

• Supportive and cooperative team environment.
• Leadership role influencing team growth and high performance.
• Dynamic and varied responsibilities ensuring engaging workdays.
• Opportunities to drive improvements in workflows and business operations.
• Professional growth and career advancement prospects.
• Position within an expanding and stable Australian technology company.

Additional Information

This role reports to the Service Delivery Manager and is based onsite in Melbourne, Victoria, Australia. The position demands a hands-on leader who thrives in balancing direct operational duties with strategic team management to enhance client satisfaction and internal efficiency.