Operations Project Manager

Title: Operations Project Manager

Location: Richmond, Melbourne VIC

Job Description:

• Permanent Role
• Melbourne Based
• Hybrid Ways of Working

We're REA

With bold and ambitious goals, REA Group  is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we're proud to have been named in Australia's "Top 5" Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Which team is this in

The Customer Solutions & Operations Team (CSO) aspires to raise the bar of global Support and Operations excellence -fuelling loyalty through outstanding service. The Operational Excellence team play a crucial role in achieving this goal and delivering on our 2030 ambition to streamline customer service and support in end-to-end digital experiences:

• Driving day to day operational efficiency and process optimization-through automation opportunities, data-driven insights, and performance management.
• Advancing digital service ambitions that will empower customers with access to 24/7 (self) service support in their channel of choice.
• Simply put, this team champion change and are a driving and collaborative force working across the business to ensure a cohesive, simple customer support and service experience enabled by best in class digital solutions.

Day to day of the job

Reporting directly to the Head of Operational Excellence, the Operations Project Manager is responsible for the delivery of critical cross functional initiatives that span CSO and Customer Enablement (witin CP&S) in particular. These initiatives are our Big Bets strategically and require detail-oriented custodianship to ensure their timely, on budget completion.

The Operations Project Manager responsibilities include, but not limited to:

• Project Alignment: Provide a strategic lens on proposed initiatives at the Project Planning or ideation step ensuring alignment with the Enterprise and LOB strategy.
• Project Coordination: Manage end-to-end operational delivery for strategic initiatives, ensuring all streams are on track and key stakeholders informed and engaged in the initiative(s).
• Stream Meetings: Organise and lead stream-specific meetings; report updates in steering committee meetings and steer co - as required.
• Project Tracking: Maintain project schedules and deadlines, ensuring punctual delivery within budget constraint
• Documentation: Keep meticulous records of project progress, deliverables, and completion statuses. At times, create end user documentation
• Risk Management: Identify and communicate project or more systemic risks/ challenges promptly to stakeholders; recommend solutions and decision required to resolve such matters; and track progress of removing blockers. Use of risk log and actions to green highly recommended.
• Stakeholder Collaboration: Work closely with internal and external stakeholders to execute project plans practically and ensure accountability.
• Senior Leadership confidence: Build credibility with Senior Leadership as a trusted advisor and ensure confidence in delivery of strategic ambitions.
• Tactical solutioning: Identifying implementation challenges early; initiate analysis, drive engagement and identify both tactical solutions as well as opportunities for operational excellence longer term.
• Major Project Support: Provide support on larger, complex projects as needed outside of CSO, and/or Cutomer Enablement (within CP&S)
• X-Group Communication: Facilitate effective communication across groups, and between teams and leadership, to implement project changes and objectives including but not limited to project and initiative, and/or risk reporting.
• Meetings: Conduct regular meetings with key stakeholders to provide updates, gather feedback, and ensure alignment on project timelines.
• Data Analysis: Analyse project data to generate insights and make data-driven recommendations for Experience Owners.
• Reporting: Prepare and present comprehensive project status updates to relevant Steer Co's and/or Senior leadership and other key stakeholders as required > enabling fast decision making through showcasing clearly opportunities, risks/ challenges, actions required, and driving accountability.

Who we're looking for

• Proven project management experience delivering cross-functional initiatives end to end, on time and within budget
• Strong project coordination skills, with the ability to manage multiple streams, timelines, risks and stakeholders
• Strong strategic thinking, with the ability to assess initiatives early and ensure alignment to enterprise and LOB priorities
• Excellent communication skills, both written and verbal, including preparing updates, facilitating meetings and presenting to senior leaders and Steer Co
• Strong stakeholder management skills, with the ability to build trust, drive accountability and work effectively across teams and leadership groups
• Strong risk and issue management capability, including identifying blockers early, escalating where needed and driving actions through to resolution
• Strong organisation and documentation skills, with high attention to detail across plans, actions, deliverables and status reporting
• Strong problem solving and analytical skills, with the ability to identify issues, generate insights and recommend practical solutions
• Comfortable using key delivery tools such as Jira and Miro
• A focus on change, continuous improvement and better operational outcomes

The REA experience

The physical, mental, emotional and financial health of our people is something we'll never stop caring about. This is a place to learn and grow.

Some of our Perks & Benefits include:

• A hybrid and flexible approach to working
• Flexible leave options including, birthday leave and purchase additional leave
• Flexible parental leave offering for primary and secondary carers
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
• Hackdays so you can bring your big ideas to life