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Business Systems Process Manager
4 weeks ago
The Systems Champion (aka, Business Systems Manager) acts as the architect and guardian of Urban's operational playbook, bridging the gap between leadership vision and day-to-day execution.
This pivotal role ensures that our current processes and frameworks are documented, embedded, and lived across our 15+ offices and 200k+ contact ecosystem.
Your Mission is to document, maintain, and champion Urban's systems so that every office, coach, and champion role operates with clarity, consistency, and scalability, enabling Urban to continue uninterrupted growth and positioned as a premium real estate platform.
Your Key Responsibilities1.
Business Operations & Strategy Align systemisation with Urban's vision and priorities Identify operational bottlenecks across recruitment, systems, sales, PM, projects, and marketing.
Prioritise system development projects that drive GCI growth, lead conversion, and agent performance.2.
Team Development & Enablement Build systems using Urban's knowledge base Maintain and update systems as new projects and estates evolve Ensure systems are accessible and usable across all offices Train agents, associates, and Office Manager Champions in Urban's systems-first culture.3.
Communication & Implementation Create clear, step-by-step playbooks in line with current templates and documentation Engage staff in system creation and improvement to ensure buy-in, not just compliance.
Guide use of Urban's tech stack Facilitate workshops to embed lead + lag indicator tracking into daily habits.4.
Systems Management Oversee continuous documentation of Urban's proprietary IP (database monetisation, recruitment engine, builder spec programs).
Capture all systems in Urban's central knowledge base.
Link documented systems to performance scoreboards and project trackers.
What Success looks like for You All Urban-critical systems documented and accessible by 30 March 2026 Reduction in "Glitch Log" items tied to system gaps.
Improvement in agent onboarding speed and productivity.
Consistent adoption of systems across all offices (usage tracked weekly).
Measurable time and error reductions in contracts, marketing, and client service.
Skills & Attributes Required Proven Experience in Systems & Process Coordination Demonstrated experience in documenting, implementing, and maintaining business systems across multiple teams/offices.
Background in real estate, professional services, or another process-driven industry.
High attention to detail, strong organisational habits.
Technical Proficiency Proficient in documentation and systemisation tools Able to turn complex workflows into simple, scalable playbooks.
Strong working knowledge of CRM/databases Communication & Collaboration Skills Excellent written/verbal communication.
Skilled at interviewing agents and managers to extract knowledge.
Able to influence without formal authority; a systems coach, not a systems cop.
Project & Personal Attributes Self-starter, proactive, works independently.
Strategic thinker with detail-driven execution.
Embraces feedback, continuous improvement, and Urban's Game Mindset.
Adaptable to evolving tools, technologies, and Urban's expanding footprint.
The ideal Urban Systems Champion is: Naturally organised, creates clarity from complexity.
Patient and persistent when training/coaching others.
Passionate about efficiency, documentation, and scalability.
A collaborative influencer who leads by systems, not by title.
Growth Opportunities This role is a pathway to senior operational leadership within Urban.
As Urban scales, the Systems Champion becomes instrumental in valuation uplift by embedding proprietary systems, reducing risk, and enabling Urban to scale beyond a rent roll.
If this opportunity sounds like your next step, please reach out to Olivia or Amell for a confidential discussion today.
careers@ulh.com.au | 0457 722 974 Why Urban?Great place to work: We actively invest in developing our people.
With a staggering 30% of all new hires are referrals, as our people know it's a great place to work and recommend it to others.
Work Culture: Our culture is built on a foundation of mutual respect, continuous learning, and a passion for excellence.
Full access to Employee Assistance Programs (EAP): We care about your mental and emotional wellbeing, offering comprehensive support services.
Discounted shopping: Enjoy exclusive discounts on a wide range of products and services.
