Operations Coordinator

About SEEK Pass

SEEK Pass is a trusted digital passport used by over 5 million people to manage and share their verified identity, credentials and documents. We aim to integrate across the HR ecosystem to provide more value, security and convenience for individuals and organisations in employment-related processes.  

Our primary use case today is helping job seekers to stand out on SEEK by pre-verifying their qualifications, licences and other credentials so that employers can shortlist them with confidence and speed. We operate as a distinct cross-functional business unit, with integrations into SEEK’s job marketplaces across Asia-Pacific. Learn more about SEEK Pass at: https://seekpass.co

The SEEK Group

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation. Find out more about us by visiting https://www.seek.com.au/about/.

‘Our SEEK’

At SEEK our biggest asset is our people, and we are proud of our community of valued, talented and diverse individuals who really know their stuff. Our culture statement, Our SEEK, is all about what makes SEEK unique and a little bit different. Our SEEK clearly outlines the Principles and the Behaviours of our best people, which include:

• Passion: we are passionate about SEEK, our purpose, our customers and our community
• Team: we care about each other and collaborate to achieve together
• Delivery: we execute with excellence and achieve great results
• Future: we think and act for the long term

The Role

As an Operations Coordinator (Verify Ops), you will play a meaningful role in the Core Operations team that looks after our ‘run the business’ credential verification. Reporting to the Senior Operations Manager (Verify Ops), you will help to ensure consistent, reliable and timely delivery of high-quality outcomes for customers and users as we scale our operations across Asia-Pacific.  

You will be a key part of the Verify Ops team, in particular helping to coordinate our verification officers, and getting involved in initiatives to continuously improve our systems and practices. You will also interface as needed with Squad Operations leads in our cross-functional squads.  

The Team

SEEK Pass is a cross-functional scale-up that operates as a business unit in SEEK. Today we employ over ~100 people across software engineering, product, operations and growth teams to serve 8 markets in Asia-Pacific. This role is based in Sydney, but occasional brief travel may be required.

This role reports to the Senior Operations Manager (Verify Ops).

• Assist as needed in the overall coordination of our credential verification operations
• Support hiring, onboarding, training, coaching and support of Verification Officers
• Handle escalations and provide feedback, guidance and support to our Verification Officers in a way that demonstrates empathy, respect and care.  
• Identify and surface any unexpected behaviour or suspected bugs or incidents immediately and in a clear and structured manner.
• Facilitate ongoing insight in the credential verification space to key stakeholders
• Maintain and update operational documentation, procedures and records
• Ensure ongoing compliance with relevant laws, obligations and standard operating procedures
• Develop a deep knowledge of SEEK Pass operations, products, internal users and customer needs
• Harness operational insights to influence prioritisation and data-driven decision making
• Build strong, trust-based stakeholder relationships and communicate clearly and proactively so the right people have the right information at the right time
• Embody the SEEK Pass purpose, principles and behaviours, and contribute to continuous improvement across the Operations function.

• Customer and internal user focused mindset, with a clear understanding of how operational decisions affect user experience, quality and business outcomes
• Strong attention to detail, with excellent written and verbal communication skills.
• Experience in hands-on and outcome-driven roles within operations or related fields
• Comfortable with ambiguity and able to manage multiple priorities & initiatives at once.
• Good judgement and decision-making, able to weigh trade-offs, prioritise the key things, and communicate proactively with stakeholders.
• Positive can-do attitude, demonstrated resilience, good initiative, takes ownership of outcomes  

Desirable but not required

• Experience working in a start-up or scale-up environment
• Experience improving workflows, online tools, or ways of working
• Experience in high volume operational or user support situations

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.