Senior Operations Manager

Company Description

About SEEK Pass

SEEK Pass is a trusted digital passport used by over 5 million people to manage and share their verified identity, credentials and documents. We aim to integrate across the HR ecosystem to provide more value, security and convenience for individuals and organisations in employment-related processes.  

Our primary use case today is helping job seekers to stand out on SEEK by pre-verifying their qualifications, licences and other credentials so that employers can shortlist them with confidence and speed. We operate as a distinct cross-functional business unit, with integrations into SEEK’s job marketplaces across Asia-Pacific. Learn more about SEEK Pass at: https://seekpass.co

The SEEK Group

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation. Find out more about us by visiting https://www.seek.com.au/about/.

‘Our SEEK’

At SEEK our biggest asset is our people, and we are proud of our community of valued, talented and diverse individuals who really know their stuff. Our culture statement, Our SEEK, is all about what makes SEEK unique and a little bit different. Our SEEK clearly outlines the Principles and the Behaviours of our best people, which include:

• Passion: we are passionate about SEEK, our purpose, our customers and our community
• Team: we care about each other and collaborate to achieve together
• Delivery: we execute with excellence and achieve great results
• Future: we think and act for the long term

The Role

As the Senior Operations Manager (Verify Ops), you will lead the day-to-day running and ongoing evolution of SEEK Pass credential verification operations, ensuring the consistent, reliable and timely delivery of high-quality, accurate and compliant outcomes for our customers we scale.

This role is accountable for verification performance, operational risk and compliance, service quality, team capability and continuous improvement across our verification operations. You will balance a strong focus on medium-term strategy and improvement with clear ownership of day-to-day performance across accuracy, compliance, speed/throughput and people outcomes.

You will directly lead the Verify Ops team, creating an environment where people are well supported, clear on expectations and set up to do great work. You will provide coaching, feedback and development opportunities, while lifting team capability, engagement and accountability.

This role is not only about running today’s verification operations well; it is also about shaping how verification should evolve tomorrow. You will use operational insight, data and emerging technology to inform strategy, improve the verification and product experience, and identify opportunities to use AI, automation and better tooling to improve quality, efficiency, risk management and scale.

The Team

SEEK Pass is a cross-functional scale-up that operates as a distinct business unit in SEEK. We currently employ over 80 people across software engineering, product, operations, and commercial teams in Melbourne, Sydney and Kuala Lumpur. This role is based in Sydney, but occasional brief travel may be required.

This role reports to the Head of Operations and works closely within the Operations function while collaborating cross-functionally with teams across SEEK Pass and the wider SEEK business, including Engineering, Growth, Product and Marketing.

Job Description

• ​​​​​Lead the day-to-day operations of credential and identity verification, including capacity and workload management, SLA and turnaround performance, escalation handling and quality/compliance outcomes
• Set clear standards, goals and KPIs for Verify Ops across accuracy and compliance, speed and throughput, productivity, customer experience and people/engagement, and use data to monitor performance and drive action
• Lead, coach and develop a team of permanent and contingent workers, including workforce planning, hiring, onboarding, training, quality assurance and ongoing capability uplift
• Develop, implement and continuously improve processes, standard operating procedures, quality frameworks and operating rhythms to increase efficiency, reduce risk and maintain a consistently high standard of verification outcomes
• Partner with Product, Engineering and other stakeholders to evolve our verification tooling, workflows and knowledge management, including opportunities to use AI, automation, workflow orchestration and agent-assist to improve quality, efficiency and scale
• Own operational readiness for new or changed verification products and flows, including requirements input, process and control design, playbooks, training and change management for the Verify Ops team
• Ensure effective incident, escalation and issue management for verification operations, including root-cause analysis, corrective and preventative actions and clear communication to stakeholders
• Ensure ongoing compliance with relevant laws, obligations, policies and standard operating procedures, including appropriate controls, documentation and auditability
• Build strong, trusted relationships with key internal stakeholders and external team members (including any external partners or suppliers), and communicate clearly and proactively about performance, risks and opportunities
• Stay informed about product and service changes, regulatory and industry developments in verification and credential management, and emerging technologies and apply relevant learnings to improve outcomes

Qualifications

• Experience leading, developing and scaling a service, operations, verification or compliance team, including direct people leadership
• Experience managing a mixed workforce, including permanent team members and contingent workers, with demonstrated ability to build a strong team culture and manage performance
• Strong customer and stakeholder focus, with excellent written and verbal communication skills
• Exceptional judgement and decision-making skills, including an ability to prioritise the critical few things, balance accuracy with speed and customer experience, and make sound trade-offs
• Ability to manage multiple priorities and initiatives, while communicating proactively and effectively with stakeholders
• Strong comfort with ambiguity, driving progress through an agile test-and-learn mindset in a scaling environment
• Strong data-driven mindset, with experience defining key operational metrics, monitoring performance, identifying trends and using insight to improve outcomes
• Demonstrated experience improving operational processes, service quality and team effectiveness in a scaling or fast-paced environment
• Ability to work effectively in a cross-functional environment and influence across multiple functions and teams
• Good understanding of, or strong desire to learn, relevant technology concepts, operational tooling and the role of AI and automation in modern support operations

Other Qualifications, Skills and Experience

• Experience in a start-up or scale-up environment, working with agile software development and cross-functional teams
• Experience improving operational tooling, workflows, knowledge management, self-service or agent-assist capabilities
• Experience using AI, automation or workflow optimisation to improve operational efficiency, quality or customer experience
• Proficiency in using data visualisation tools such as Tableau, Databricks, Power BI, Sisense or similar
• Relevant university degree would be advantageous

Additional Information

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.