ABOUT THE ROLE

Dress for Success NSW & ACT is seeking a dynamic Operations Manager with strong organisational and administrative experience, plus excellent stakeholder management and communications skills to manage our client service operations and our volunteers.

The Operations Manager is responsible for the planning and management of the day-to-day branch operations, ensuring we deliver our strategic priorities in the Sydney area. This role ensures the development and implementation of showroom service planning, including stock management, volunteer management, budgeting, policies and procedures.

The Operations Manager is responsible for the styling program schedules, managing activities and services of styling volunteers, ensuring client satisfaction, and implementing WHS and risk compliance.

The role has a significant business development emphasis by building and managing relationships and contracts with employment referral agencies and community partners, including providing strategic direction, resources and support to the Referral Agency Working Group, with the aim of growing the service operations. The Operations Manager also oversees the correctional service program and relationships.

Based in Summer Hill (Sydney), this role is a part-time position working 30.5 hours per week over five days. Salary packaging is available.

OUR ORGANISATION

Dress for Success NSW & ACT is a registered charity that improves the employability of disadvantaged women, trans women, and non-binary people comfortable in women’s spaces who are in need across NSW and ACT. This is achieved by providing, free of charge, professional clothing, a network of support, coaching and career development tools to help women achieve self-sufficiency.

RESPONSIBILITIES

• Managing the day-to-day operations of the Summer Hill Dress for Success boutique ensuring outcomes align with strategic priorities and within assigned budgets.
• Accountable for the coordination of client appointments, volunteer rostering and showroom services provided by volunteer teams.
• Developing, implementing and ensuring compliance with showroom procedures, policies and systems to increase efficiency and effectiveness of showroom operations.
• Overseeing stock management and execution of clothing donation sustainability strategy.
• Implement and manage volunteer recruitment, onboarding and training of volunteers, and provide direct support and supervision to local volunteers.
• Oversee volunteer recognition activities.
• Developing and fostering partnerships with referral agencies, including job service agencies and community services.
• Leading the Referral Agency Working Group (RAWG) to develop strategies and activities, and ensure they group has the training, resources and direction needed to engage with agencies and the community.
• Overseeing the correctional services program including maintaining relationships, developing MoUs and designing bespoke services where needed.
• Ensure maintenance and accuracy of client, agency and funding partner data on our CRM system.
• Monitoring and providing accurate and timely reports on budget performance and KPIs.
• Monitoring and reviewing client satisfaction levels, responding to feedback, complaints, with reporting to CEO, and implementing changes to enhance client experience.
• Direct line management for the Volunteer & Services Coordinator.
• Managing all WHS policies and practices at Summer Hill showroom and office, as well as relationships with relevant service providers.
• Working collaboratively with other branches and all other members of the team to ensure organisational goals are achieved.

SELECTION CRITERIA

• Minimum 8 years’ experience running customer service operations including managing staff and volunteers, developing and implementing operational procedures, managing budgets and service delivery schedules, and ensuring client satisfaction.
• Excellent organisational skills with the capacity to effectively coordinate a range of concurrent activities under pressure.
• Exceptional interpersonal and communications skills, including negotiation and conflict resolution.
• Demonstrated experience in business development, building and maintaining effective relationships with stakeholders across a range of industries.
• Experience implementing, maintaining and enhancing Work Health and Safety (WHS) systems within the workplace.
• Proven experience using CRM, volunteering and membership databases (Salesforce preferred).
• Digital proficiency with medium-high level Microsoft Office skills, including SharePoint.
• Previous experience working with or providing services to vulnerable, disadvantaged and/or CALD communities.
• Passion and interest in the mission of DFS, with a commitment to supporting and enhancing the lives of women.
• Ability to travel to other DFSS showrooms from time to time.
• A ‘can do’ attitude and a growth mindset
• Desire to work as a collaborative team member.
• High-level understanding of the confidentiality and discretion requirements needed to work within the community development space.
• Hold a current NSW Working with Children Check.
• Unrestricted rights to work in Australia.

(Note. An Australian Police Check is required before commencement.)

We will be assessing applications as they are received, so if you're keen to join a great organisation doing remarkable work, please apply now through the Ethical Jobs site.

If you have any questions about the role, please contact Dress for Success NSW&ACT on [email protected] using the subject line: Operations Manager enquiry via EthicalJobs.

Note: Applications that do not supply a resume and cover letter will not be considered.