Operations Team Lead

We’re looking for an Operations Team Leader to lead and optimise the end-to-end delivery of Australian Skilled Migration’s recruitment and migration operations. Reporting to the General Manager ASM, this role will be responsible for ensuring cases progress efficiently, workloads are managed effectively and service delivery remains aligned to regulatory, compliance and operational standards.

This is a hands-on leadership role where you’ll provide operational oversight, act as a key escalation point, support team performance and use data to identify opportunities for improvement across the migration function.

Coordinate day-to-day recruitment and migration operations, ensuring team activities, workflows and case progression run smoothly.

Manage case allocation and workload distribution to support timely and equitable delivery.

Prioritise high-risk, time-sensitive or complex matters and oversee case expiry pipelines to reduce compliance risk.

Act as the primary escalation point for general, payment and complaint-related matters, ensuring concerns are resolved efficiently and communicated clearly.

Own operational reporting, including KPI tracking, lodgement trends, workload insights and performance reporting.

Use data to identify trends, systemic issues and opportunities to improve service delivery and operational performance.

Provide day-to-day leadership, coaching and support to Migration Agents and Migration Assistants.

Maintain and improve policies, procedures, templates and scripts to support consistency, compliance and service quality.

Embed strong governance, risk and compliance practices across case management, documentation and operational controls.