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Responsibilities
Head of Operations (Remote)
Position Summary
The Head of Operations is responsible for leading Realcorp's operational performance in Australia across Victoria and South Australia.
The role oversees supervisors, service coordination, workforce planning, quality assurance, client escalations, compliance, and operational performance. The Head of Operations is accountable for ensuring that all sites meet Realcorp's service standards, client expectations, budget targets, and compliance obligations.
This role is primarily remote and relies on strong leadership, accountability, communication, systems management, and operational discipline.
Reporting Structure
Reports To:
• Director
Direct Reports:
• Service Coordinator
• Melbourne Supervisors
• Ballarat Supervisor
• Adelaide Supervisor
• Leading Hands
• Future Supervisors and Team Leaders
Key Responsibilities
1. Operational Leadership
• Lead operational delivery across all Realcorp contracts.
• Conduct weekly operations meetings with supervisors and coordinators.
• Ensure labour resources are allocated effectively across all sites.
• Review staffing levels, attendance data, roster coverage, and service risks.
• Drive accountability and performance across the operations team.
• Ensure operational KPIs are achieved.
• Develop and implement operational improvement initiatives.
2. Team Leadership & Performance Management
• Manage and support Supervisors and Service Coordinators.
• Conduct regular one-on-one meetings with direct reports.
• Develop middle-management capability across the business.
• Address performance concerns and implement improvement plans.
• Foster a culture of accountability, professionalism and continuous improvement.
• Assist with recruitment decisions for key operational positions.
• Ensure tasks and actions are completed within agreed timeframes.
3. Quality Assurance
• Review inspection scores and reports.
• Analyse trends and identify recurring quality issues.
• Ensure corrective actions are implemented and completed.
• Monitor client complaints and resolution timeframes.
• Drive quality improvement initiatives across the portfolio.
• Ensure inspection compliance targets are achieved.
Note: Physical site inspections will be undertaken by Supervisors and designated field personnel.
4. Client Relationship Management
• Act as escalation point for significant client concerns.
• Participate in client meetings where required.
• Support supervisors in maintaining strong client relationships.
• Manage high-risk client situations.
• Support contract retention and service expansion opportunities.
5. Workforce Planning & Recruitment
• Oversee workforce planning across all regions.
• Review recruitment pipelines and staffing requirements.
• Ensure roster coverage is maintained.
• Monitor absenteeism, turnover and workforce stability.
• Work closely with Service Coordination on recruitment and onboarding.
• Develop workforce succession plans.
6. Compliance & Risk Management
• Ensure compliance with:
o Fair Work obligations
o Labour Hire Authority requirements
o WHS obligations
o Modern Slavery obligations
o Company policies and procedures
• Review incidents, hazards and investigations.
• Ensure corrective actions are completed.
7. Financial Management
• Manage labour budgets.
• Review profitability by contract.
• Monitor consumable and chemical expenditure.
• Identify operational efficiencies and cost savings.
• Support pricing reviews and operational budgeting.
• Support invoicing of additional works.
Key Performance Indicators
Client Retention
• No contract losses attributable to operational performance.
Inspection Compliance
• 95%+ of scheduled inspections completed.
Contract Health
• Average portfolio inspection score above company target.
Labour Performance
• Labour variance maintained within approved budgets.
Recruitment
• Critical vacancies filled within agreed timeframes.
Client Complaints
• Escalated complaints responded to within 24 hours with a solution or plan.
Team Development
• Supervisors capable of operating independently and meeting KPIs.
Task Completion
• 95%+ of assigned actions completed by agreed due dates.
Skills & Experience
Essential:
• Experience managing multi-site service operations.
• Experience managing supervisors or middle managers.
• Experience managing teams of 50+ employees.
• Strong leadership and accountability skills.
• Excellent spoken and written English.
• Strong systems, reporting and KPI management capability.
• Experience managing remote teams.
• Strong organisational and follow-through skills.
Preferred: Service based experience including any of the following:
• Cleaning Services
• Facilities Management
• Property Services
• Security Services
• Cleaning Services
• Logistics Operations
• Workforce-intensive service businesses
Personal Attributes
• Highly organised and disciplined.
• Strong attention to detail.
• Results-oriented and accountable.
• Excellent communicator.
• Commercially aware.
• Proactive problem solver.
• Comfortable leading teams remotely.
• Able to work autonomously and make decisions.
This job post is closed.