Franchise Operations Specialist
HybridSydney, New South Wales, Australia
Job Summary
Lead operational management of franchise operations across the network, ensuring core processes, controls, and service standards are maintained and continuously improved. Own and improve franchise operational processes for key lifecycle activities including transfers, settlements support, onboarding, and store file management. Lead the maintenance and governance of operational documentation such as Franchise Operations Manuals, policies, procedures, and standard operating procedures. Partner with Legal, Risk, and Compliance to ensure processes and communications align with internal standards and regulatory expectations. Support the execution of strategic initiatives to ensure business readiness and consistent implementation across the franchisee-facing value proposition. Provide leadership to set priorities and maintain delivery discipline across both strategic projects and business-as-usual workstreams.
Required Qualifications
- Demonstrated experience in franchise operations, business operations, operational leadership, project delivery or process management
- Proven experience improving operational processes and delivering outcomes across complex, multi-stakeholder environments
- Strong stakeholder management skills, with experience partnering across senior leaders and functions including Legal, Risk & Compliance, Credit and Operations
- Experience managing operational governance, documentation, policies, procedures, manuals and standard operating processes
- Strong process improvement and business readiness capability, including workflow optimisation, operational rollout and embedding effective controls
- Strong analytical and commercial acumen, with the ability to assess operational impacts, interpret data and balance business, franchisee and risk requirements
- Excellent written and verbal communication skills, with the ability to develop operational guidance, documentation and stakeholder communications
- Demonstrated ability to manage competing priorities while maintaining high standards of governance, operational discipline, attention to detail and quality across BAU and strategic initiatives
Desired Qualifications
- Experience in mortgage broking, franchising, retail network operations or financial services
- Familiarity with franchise lifecycle management, supported store operations and network governance
- Experience managing operational documentation, including manuals, knowledge hubs, templates, version control and quality assurance processes
- Experience supporting operating model change, service transformation and business improvement initiatives
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