We Are Growing Our Team!
This is an amazing time to join the Real+ Team with these incredible roles on offer
Outsource Services Manager
Location: St Leonards / Hybrid flexibility (Mon-Thurs In Office)
Employment Type: Full-time
Position Overview
The Outsourced Services Manager is a key senior leadership role within Real+, reporting directly to the Head of Operations. This role oversees a team of up to 8-12 staff and plays a vital role in driving client satisfaction, operational efficiency, and strategic growth in our Outsourced Services division.
The ideal candidate is confident, intuitive, fast-thinking, and thrives in high-performance, client-centric environments. This position demands strong leadership, excellent negotiation skills, and deep understanding of B2B service operations. An understanding of the real estate industry is a bonus but not essential as long as you have proven adaptability across various industries and workplaces in your career.
Key Responsibilities
Team Leadership & Oversight
Lead, mentor, and support a team of up to 8-12 (as we scale and grow) outsourced service professionals.
Maintain team engagement
Conduct interval one-on-one check-ins and monthly full team meetings.
Manage leave and portfolio coverage with 0 unplanned service disruptions per quarter.
Ensure 100% compliance with internal SLAs and operational checklists.
Client Relationship Management
Perform monthly client check-ins with each account lead or designated contact.
Maintain a 95%+ client retention rate annually.
Ensure that 100% of client scope reviews are completed and documented each month.
Scope Management & Proposal Development
Respond to all additional scope requests within 2 business days.
Deliver service proposals within 5 business days of enquiry, maintaining a conversion rate of ≥60%.
Track and log 100% of scope changes with documented client approval and CRM updates.
Operational Support & Strategy
Collaborate with the Head of Operations to complete quarterly process audits (SOPs and new processes)
Ensure team meet their KPI of on-time delivery of End of Month, Mid-Month, and EOFY reports across all client accounts.
Maintain service delivery accuracy of ≥98%, as measured by errors and client escalations.
Develop and implement at least 2 process improvements per quarter based on team and client feedback.
New Client Onboarding
Oversee onboarding process from contract to go-live, with a goal of onboarding new clients within 15 business days.
Ensure 100% client orientation sessions completed within the first 5 days of onboarding.
Facilitate system training and access setup with zero critical setup issues.
Skills and Experience
5+ years’ experience in a senior operation, service delivery, or trust accounting leadership role.
Demonstrated experience managing high-performing teams of 8+ members.
Strong commercial acumen with direct experience in client negotiation and proposal delivery.
Real estate services industry experience highly desirable.
Proficiency in or exposure to Property Tree, Property Me, RMS, Rex, Console (training provided).
Proven track record in service improvement and performance optimisation.
Personal Attributes
Confident, professional, and approachable leadership style.
Highly intuitive and adaptive in changing or high-pressure situations.
Meticulously organised, with a strong sense of ownership and attention to detail.
Strategic and solutions-focused thinker.
Passionate about team culture, collaboration, and excellence in service delivery.
Property Management Practice & Services Manager
St Leonards, Sydney NSW
Full-time / Permanent Part-Time
Hybrid flexibility – Mon-Thurs in office, Fri WFH
Ready to use your Property Management experience differently?
Real+ is looking for an experienced Property Management Professional to join our team as Property Management Practice & Services Manager.
If you are thinking “what can I do with all of my PM experience?” then read on.
You may be a Property Manager, Team Leader, Department Head or senior industry professional who has spent years solving problems, supporting teams, navigating legislation, managing clients and making Property Management work in the real world.
Now, you may be ready to take everything you know and use it in a different way.
About Real+
Real+ was founded by our CEO, industry thought leader Fiona Blayney, in 2007 and has since become synonymous with supporting the Real Estate industry, particularly Property Management, through training, coaching, consulting, outsourced trust accounting, accredited learning and membership.
Our 1300 HELP US helpline runs hot, as do our webinars, training programs and online membership community across Australia.
We are also the team behind PM/ONE, one of Australia’s largest independent Property Management conferences.
At Real+, our purpose is simple: we make doing business easier.
About the role
This role is about using your Property Management experience to support more than one portfolio, one team or one business.
You will work across our membership, training and wider community, providing practical industry support, helping develop resources and training, contributing to programs and initiatives, and becoming a trusted point of connection for Property Management professionals and leaders.
Key responsibilities
In practical terms, day to day in this role, you will support and manage:
Client activity across Real+ clients, members and program participants
Practical client guidance through the 1300 Helpline - literally taking calls to help
Member onboarding + ongoing engagement, communication and retention
Influence sales and marketing initiatives with client insight and follow-up
Webinar, Workshops, Programs, management & learner engagement
Client feedback, identifying recurring themes and market insights
Enhancing client experience and client journey
What we’re looking for
We are looking for someone who:
Experienced in property management, real estate or agency operations
Confident providing practical guidance to clients
Relationship-focused and comfortable speaking with business owners, property managers and agency teams
Highly organised and able to manage multiple conversations, tasks and priorities
Proactive, practical and willing to take ownership
Commercially aware, with an understanding of client retention and engagement
Comfortable working across systems, platforms and customer databases
Curious enough to investigate before guessing
Confident enough to ask for help before something goes sideways
Someone who brings solutions, not just problems
Comfortable moving between detail, people and commercial priorities
Interested in contributing to a business that is growing, evolving and visible in the industry
Experience in training, coaching or consulting would be valuable, but is not essential.
Where could this lead?
Real+ is a growing business, and this role has room to evolve with you.
Depending on your strengths and interests, there may be opportunities to become more involved in training delivery, coaching, consulting, events, industry projects and the development of new programs and services.
To apply
Please apply with your resume and a personally written cover letter.
We are not looking for a generic cover letter nor one written by AI.
Whilst we embrace AI, we want to get to know you first.
BTW – confidentiality is our middle name. We know a lot of people in the industry, but no one will know but us that you’ve applied for this role.