Engagement Operations Manager

About the Role

We are seeking a highly organised, proactive, and tech-savvy Engagement Operations Manager to support the day-to-day operations of a growing professional services business in Australia.

This is a newly created role combining executive assistance with operational management. You will oversee valuation matters from initial engagement through to final report preparation, coordinate communication with clients and lawyers, manage administrative workflows, and ensure every matter progresses efficiently and accurately.

You will also provide executive support by managing the principal’s inbox and calendar, while helping coordinate the launch and ongoing operations of a new online fixed-fee valuation service, expected to launch around January 2027.

This role is ideal for someone who enjoys taking ownership of processes, working independently, and using technology and AI tools to make operations more efficient. You will follow established procedures and templates, with key outputs reviewed by the principal. A detailed operations manual will be provided to support your onboarding.

Important: This is a coordination and operations role, not a valuation role. You will not be responsible for conducting valuations or providing valuation advice, and a finance background is not required.

Key Responsibilities

1. Valuation Matter Coordination

• Manage valuation matters from initial engagement through to final report preparation and delivery.
• Act as the day-to-day point of contact for clients and lawyers, providing clear, courteous, and timely communication.
• Request, collect, organise, and track client documents, information, and responses required for each matter.
• Prepare draft reports and related documents using established systems, templates, and AI tools.
• Coordinate reviews with the principal, incorporate feedback, and track outstanding actions through to completion.
• Maintain an accurate matter register, monitor deadlines, and follow up on outstanding information to keep matters progressing.
• Ensure all files and records are organised, complete, and maintained in accordance with documented procedures.

2. Online Valuation Service Operations

• Coordinate incoming jobs for the new online fixed-fee valuation service ahead of and following its planned launch.
• Conduct a short welcome call with each customer to explain the process, confirm the information required, and establish next steps.
• Manage customer communications, document collection, job tracking, and follow-ups throughout the service process.
• Use established workflows and technology to ensure a consistent, professional customer experience.
• Identify delays, missing information, and process issues, escalating matters when necessary.

3. Executive Assistance

• Manage the principal’s inbox, prioritising emails, flagging important matters, and drafting responses where appropriate.
• Maintain the principal’s calendar, coordinate appointments, and manage scheduling changes.
• Monitor commitments, deadlines, and follow-up actions to ensure important tasks are not overlooked.
• Provide general administrative and organisational support to help the principal focus on higher-value work.

4. Invoicing and Administrative Operations

• Coordinate the preparation and issuing of invoices and the tracking of receipts.
• Liaise with the external bookkeeper to ensure relevant records and supporting documents are provided promptly.
• Maintain organised records of payments, invoices, and outstanding items.
• Follow established administrative and financial processes, escalating discrepancies or issues to the appropriate person.

5. Process and Workflow Management

• Follow the documented operations manual, checklists, templates, and established workflows.
• Use available software, automation, and AI tools to prepare documents, organise information, and improve efficiency.
• Maintain accurate records and ensure tasks are completed within agreed timeframes.
• Identify bottlenecks, recurring issues, or opportunities to improve existing processes.
• Work independently with minimal supervision while keeping the principal informed of progress, risks, and matters requiring decisions.

Skills and Experience

Essential Requirements

• Excellent written and spoken English, with the ability to communicate professionally and courteously with clients, lawyers, and other stakeholders.
• Exceptional organisational skills and attention to detail, with the ability to manage multiple matters, deadlines, and follow-up actions simultaneously.
• Strong administrative and coordination skills, including document management, recordkeeping, scheduling, and email management.
• Confidence in learning and using new software, online systems, and AI-powered tools.
• Ability to follow documented procedures accurately and consistently.
• Strong initiative and problem-solving skills, with the judgement to work independently and escalate issues appropriately.
• A proactive, dependable, and service-oriented approach to work.
• Ability to work full-time during Sydney business hours.

Desirable Experience

• Experience as an Executive Assistant, Operations Coordinator, Project Coordinator, Client Services Coordinator, or in a similar administrative role.
• Experience coordinating client engagements, professional services matters, legal administration, or document-heavy workflows.
• Familiarity with AI tools for drafting, document preparation, research, or administrative automation.
• Experience managing customer enquiries, onboarding, or service delivery workflows.
• Exposure to invoicing, receipts, or coordination with a bookkeeper.

Experience in property valuation, finance, or accounting is not required.

What Success Looks Like

• Valuation matters progress smoothly from engagement through to final report delivery, with deadlines and outstanding requirements consistently monitored.
• Clients and lawyers receive timely, professional communication and know what is required at each stage.
• Draft documents are prepared accurately using established templates and AI tools, with key outputs submitted for review.
• The matter register, inbox, calendar, invoices, and supporting records remain organised and up to date.
• Online valuation service customers receive a consistent and professional onboarding experience.
• The principal can rely on you to manage day-to-day workflows with minimal supervision, raising only the issues that require their attention.