Operations Team Lead

The role

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.

What you’ll do

• 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.

What you’ll bring

• Strong operational leadership capability, with experience managing workflows, priorities and team performance in a service delivery environment.
• Proven ability to interpret data, identify trends and implement practical solutions that improve performance.
• Confidence engaging and influencing stakeholders across different levels of the business.
• Experience handling complex, sensitive or high-risk matters with sound judgement and professionalism.
• Strong understanding of compliance, governance and risk management within a regulated environment.
• Exposure to CRM or case management systems.
• Experience in a client-facing or high-volume service delivery business.
• Previous experience in regulated environments such as migration, legal, financial services or similar will be highly regarded.
• Tertiary qualifications in Business, Commerce or a related discipline are preferred, with migration-related qualifications or experience highly regarded.

A little on life at Capricorn/ASM

Joining our community is about more than just a job. We’re committed to creating a positive, safe and inclusive workplace where people feel respected, supported and able to contribute to their full potential.

Our values — Accountability, Courage, Collaboration and Trust — guide how we work together and how we support the Capricorn Community every day.

If you’re an experienced operations leader who enjoys improving processes, developing people and driving strong service and compliance outcomes, we’d love to hear from you.