Job Details
  • Reference375579A_1623154618
  • LocationSydney CBD
  • Job TypeFull Time
  • Posted4 days ago
  • ConsultantAshish Bhetwal

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our client is seeking to engage an Operations Systems Manager.

Position Overview

As the Operations Systems Manager you will be responsible for managing client's Operational data systems and quality processes to ensure best practice. This includes the oversight and management of GUARDIAN (our client's proprietary HealthCare Management System or CRM), the quality of our data outputs, reporting processes and insights derived from strategic program design.

The design and effectiveness of our call centre CRM is integral to effective Operational output, team productivity and client's high standard of quality management. Your role includes ensuring the successful operation of patient programs involving the use of GUARDIAN and call centre technology platforms, with the aim of driving excellence in the configuration, implementation and measurement of program outcomes.

You will support the Operations Team Manager (whose role is to lead the resourcing, productivity and KPIs of our Program Coordinator team / currently 18-20 staff), to develop robust CRM systems, practices to monitor system users and ensure quality delivery of programs and health data outputs.

You will report to the Operations Team Manager and work closely with the General Manager.

Duties & Responsibilities:

  • Deliver best practice in GUARDIAN HealthCare Management System design, call centre outputs and general functioning
  • Work proactively alongside Operations Team Manager and Program Directors to support Operational program goals and management of issues related to productivity
  • Lead the configuration & design of programs, ensuring best practice approach to new builds & evolution so that Operator workflows and interactions are optimised (including overseeing & mentoring others involved in GUARDIAN configuration)
  • Drive best practice usership, ensure that workflow optimises user experience tasks
  • Regular monitoring of GUARDIAN user base to ensure tasks are being undertaken correctly (whether 'user' is Program Coordinator, nurse, contracted health professional or other 3rd party partner)
  • Support training of new GUARDIAN users, including maintenance of training documentation
  • Act as main point of contact for all GUARDIAN-related queries & issues
  • Deliver best practice database management and reporting processes, working with account service teams during design phase to determine clear objectives and streamlining ways to deliver monthly reporting requirements
  • Support requests for data analysis and ad hoc reporting / audit requirements
  • Work in partnership with client's IT Department to determine best integration of GUARDIAN and web data, define data flows and reporting pathways
  • Support user testing and system upgrade processes
  • Proactively identify and implement opportunities for smarter GUARDIAN integrations that enable better automation of systems
  • Represent as 'systems expert' as required at client meetings and training sessions, delivering insights that help drive our aims for continual improvement of systems and practices
  • Proactively identify opportunities to expand GUARDIAN proficiency, systems and quality assurance knowledge amongst the team, helping supporting personnel to develop their GUARDIAN proficiency

Our Ideal candidate will have:

  • Minimum 3-5 years' experience working with CRM systems and call centre system technology, with exposure to process design and data analytical processes. Preferred experience with health science programs, operations teams, Salesforce (or equivalent CRM), email marketing, quality assurance and compliance processes.

(Software programming or development experience is not an essential requirement for this role)

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Ashish Bhetwal on 02 9269 8832 or email for further discussion.