Job Opportunity: Operations Manager

Location: Sydney, NSW
Salary: Up to $160,000 + Super
Job Type: Full-time, Permanent

Hybrid - In-office & WFH

Are you an experienced operations or contact centre leader with a background in highly regulated industries such as banking, finance, insurance, or telecommunications? Do you thrive in managing processes, ensuring compliance, and driving efficiencies in a fast-paced environment? If so, we have an exciting opportunity for you!

Cox Purtell are recruiting an Operations Manager for one of our highly prestigious clients, to oversee critical business operations, customer service processes, and regulatory compliance. This role plays a pivotal part in ensuring the efficient administration of licensing and regulatory processes in NSW.

About the Role

Reporting to the Director, Licensing & Registry, you will:

• Manage two Team Leaders and oversee a team of customer service and administrative staff handling high-volume inquiries from NSW solicitors (40,000+ members).
• Ensure operational efficiency in the annual solicitor licence renewal process, liaising with multiple stakeholders.
• Use data analytics to improve response times, quality of service, and regulatory compliance.
• Oversee customer service operations, including call and email management, ensuring high standards and efficiency.
• Work closely with legal teams to translate regulatory obligations into practical workflows and processes.
• Implement and enhance IT-driven solutions in collaboration with internal teams.
• Manage sensitive and reputational risk issues proactively.

What We're Looking For

• Strong background in operations management, customer service, or contact centres in highly regulated industries.
• Experience in process improvement, compliance, and stakeholder management.
• Knowledge of regulatory environments (legal, financial, or government sectors highly desirable).
• Proficiency in IT systems, data management, and analytics tools such as Power BI advantageous.
• Exceptional leadership and people management skills.
• Ability to handle high-pressure situations and maintain service excellence.

Why Join Us?

• High-impact role within a key regulatory body.
• Competitive salary and benefits.
• Work in a collaborative, experienced team.
• Professional development opportunities in the legal and regulatory space.

This is a unique opportunity to take on a leadership role at the heart of the legal profession's regulatory framework. If you have the experience and drive to manage and improve essential business processes, we want to hear from you.

Apply now and be part of shaping the future of solicitor regulation in NSW!