Operations Team Leader

About the role

MedHealth, which includes Medilaw, an international provider of independent medical opinions and specialist services, is looking for an Operations Team Leader in Sydney. Reporting to the Operations Manager, you will lead the day-to-day operations of key service delivery teams, using operational data, workforce planning and reporting insights to improve processes and drive measurable results.

Key responsibilities

• Lead, coach and develop Customer Service, Administration and Reception teams
• Monitor and improve team performance, productivity and service delivery outcomes
• Manage workforce planning, resource allocation and operational capacity
• Use Power BI and operational reporting to support data-driven decisions
• Drive continuous improvement and operational efficiencies
• Manage customer escalations, complaints and service recovery
• Support AI, automation and digital transformation initiatives
• Improve operational processes, workflows and knowledge management systems
• Partner with internal stakeholders to improve customer, client and doctor experiences

Required profile

• 5+ years' experience in IME, healthcare operations or service delivery leadership
• Proven track record leading operational teams and driving performance
• Strong analytical and problem-solving skills with a data-driven approach
• Experience implementing process improvement and change management programs
• Coaching, mentoring and stakeholder management skills

Required skills

• Power BI reporting and analysis
• Operational reporting and metrics
• Workflow automation, AI-enabled tools or process optimisation technologies

What we offer

• A market-leading healthcare and medico-legal business
• Career growth opportunities within the MedHealth Group
• An innovative, supportive and collaborative culture