About the role

This is a full-time permanent role (part-time considered)

Salary range ($111,382 - $116,305) pro rata for part-time

The Senior Operations Lead plays a pivotal role in driving operational efficiency and strategy alignment across the organisation. This position is responsible for coordinating projects and reporting activities and acting as a strategic translator between program areas and operations—bridging the gap between complex systems, processes, and business needs. By interpreting and communicating technical and operational challenges in a clear and actionable way, the role ensures alignment, clarity, and collaboration across teams for business improvements.

Specifically, the role will:

• Assess and improve business processes, identify inefficiencies and risks, and implement data-informed, practical solutions.
• Lead and support organisation-wide projects from scoping to post-implementation review, including tracking milestones and timelines.
• Build trusted relationships across internal teams and external partners, supporting collaboration and adapting to change.
• Confidently convey complex information with clarity, both written and verbal, to suit different audiences.
• Train and upskill Operations team members in key areas of expertise and contribute to organisational development.
• Provide expert insights and recommendations on systems and process improvements to senior leaders.
• Oversee the preparation of reports and acquittals, ensure compliance and alignment with organisational impact goals.

The successful applicant will have:

• A substantial level of experience in business optimisation, operational business analysis or a related field,
• Proficiency in business process mapping, project management tools, and reporting systems,
• Excellent organisational and time management skills, with the ability to prioritise tasks and meet deadlines,
• Well-developed conceptual and analytical skills, including the ability to analyse complex data relationships of large volumes of content,
• Demonstrated record of achievement in translating business requirements into clear and actionable documentation,
• Demonstrated record of building and sustaining effective networks with various stakeholders, evidenced by collaborative decisions and achieving successful outcomes,
• Proven ability to meet deadlines, prioritise deliverables and deliver on objectives,
• Excellent written and verbal communication skills with the ability to adapt style to the audience.  

Rewards and Benefits

• Hybrid work from home and office model 
• Active social club  
• Option of compressed hours with one RDO per fortnight   
• Comprehensive training and professional development opportunities  
• Up to $15,900 in salary packaging  

About Consumer Action

Consumer Action is an independent, not-for-profit consumer organisation with deep expertise in consumer and consumer credit laws, policy and direct knowledge of people's experience of modern markets in Victoria. We work for a just marketplace, where people have power and business plays fair. We make life easier for people experiencing vulnerability and disadvantage in Victoria, through financial counselling, legal advice, legal representation, policy work and campaigns.   

On the land of the Traditional Owners, the people of the Kulin Nations, our dedicated staff work collaboratively and deliver integrated services and projects. We have just over 50 employees and promote a diverse and inclusive culture which upholds our values of respect, fairness, reflection and courage. We strive to be an employer of choice and provide employee benefits which supports work-life balance.   

The operations program is the backbone of Consumer Action’s success. It creates the conditions for efficiency, strategic focus, and scalability, enabling Consumer Action to deliver its core business while staying resilient in a changing business environment. The Senior Operations Lead is responsible for coordinating projects and reporting activities and acting as a strategic translator between program areas and operations.

 More about Consumer Action can be found on our website, including our Strategic Plan and Impact Report.   

To submit your application please click 'Apply Now' by COB on the closing date.

A position description is attached.