Operations Manager

We’re currently seeking an experienced and proactive Operations Manager to join our team. This role is central to maintaining strong client relationships, resolving service issues, and ensuring operational excellence across our engagements.

As the Operations Manager, you’ll act as the first point of contact for day-to-day operational matters, manage escalations, and collaborate with vendors, internal teams, and the NRI Service Desk to deliver high-quality service outcomes.

�� Key Responsibilities

• Build and maintain trusted client relationships
• Manage and resolve operational issues and escalations
• Drive service improvements and prevent repeat complaints
• Monitor and maintain service level agreements (SLAs)
• Conduct root cause analysis and follow through on resolutions
• Manage vendor relationships and performance
• Compile monthly reports and validate EOM ticket data
• Support Post-Incident Reviews (PIRs)
• Liaise closely with the NRI Service Desk

�� Skills & Attributes

• Excellent written and verbal communication skills
• Strong customer service and stakeholder engagement capability
• Organised, self-motivated, and able to manage competing priorities
• Able to manage confidential or sensitive information with discretion
• Proven ability to work under pressure and meet deadlines
• Adaptable with strong problem-solving and analytical skills

�� Desirable

• ITIL Foundation certification (or willingness to obtain)

If you're ready for the next step in your NRI journey and want to make a difference in service delivery and client experience, we’d love to hear from you.
To apply, please email jo.graham@nri-anz.com