Operations Manager

Key Responsibilities 1. Service Delivery & Operational Leadership Oversee end-to-end operations across NDIS & Allied Health, Aged Care (Home Care & Flexi Care), DVA Veterans Home Care program. Ensure services comply with NDIS Practice Standards, Aged Care Quality Standards (Home Care & Flexi Care), DVA Veterans Home Care Program Manual. Lead operational planning, workflow optimisation, and service readiness for new and existing clients. Maintain, implement, and continuously improve operational policies, procedures, and business processes. Ensure regular meetings across all departments to review KPIs, operational performance, risk, service quality, and strategic priorities. Monitor service performance, timeliness, quality, and responsiveness across all programs. Support Team Leaders with escalated operational and client issues. Ensure the CRM system is functional, effectively utilised, and explore additional functionalities to enhance service delivery, reporting, and stakeholder management. Participate in leadership, operational, and interdepartmental meetings; present reports, risks, KPIs, and operational updates. Lead, mentor, and support Team Leaders, Service Coordinators, and frontline staff. Oversee workforce planning, rostering, resource allocation, and workload distribution. Provide structured supervision, coaching, and mentoring to promote high performance, accountability, and compliance. Identify staff training and development needs, and collaborate with HR to implement learning and development initiatives. Support recruitment, onboarding, and performance management in collaboration with HR. Promote a positive, inclusive, safe, and person-centred workplace culture. 3. Client & Stakeholder Management Ensure consistent, high-quality, person-centred client service. Manage complex or escalated client matters requiring senior-level intervention. Build and maintain effective relationships with participants and families, allied health professionals, DVA VHC representatives, external agencies and community networks. Attend participant/client meetings only when escalated or requiring senior oversight. Support continuity of care and strong communication across all services. 4. Compliance, Risk & Quality Assurance Ensure organisational compliance with NDIS Practice Standards, Aged Care Quality Standards (Home Care & Flexi Care), DVA Veterans Home Care Program Manual. Facilitate, coordinate, and oversee all internal audits, including documentation review, evidence collection, and corrective actions. Lead organisational preparation and participation in external audits, including Home Care & Flexi Care Quality Reviews, DVA VHC compliance reviews. Maintain and ensure accuracy of all organisational registers: Risk & Compliance Register, Complaints, Compliments & Feedback Register. Oversee incident management processes, including escalations, investigations, reportable incidents, and timely regulatory notifications. Ensure all business registrations, certifications, and insurances are current and valid. Ensure WHS compliance, risk assessments, and participant safety plans are actively maintained. Drive continuous improvement initiatives to enhance service quality, safety, and operational efficiency. Maintain audit-ready compliance documentation and evidence at all times. 5. Financial, Business & Strategic Support Work collaboratively with Finance, Accounts, and Business teams on budget inputs, workforce cost allocation, service utilisation reporting, and financial oversight. Provide operational data and insights to inform strategic decisions and resource allocation. Support organisational growth initiatives, service expansion, and new program development. Monitor operational KPIs, identify trends, and escalate performance or risk issues as needed. Education & Experience Bachelor’s degree (minimum) in Business, Management, Community Services, Health, Aged Care, or a related field. 3–5+ years senior leadership experience in operations, service delivery, or management within NDIS, Aged Care (Home Care & Flexi Care), Disability Services, or similar sectors. Strong knowledge of NDIS Practice Standards, Aged Care Quality Standards (Home Care & Flexi Care), DVA Veterans Home Care Program, compliance, risk, and audit frameworks. Proven experience managing multidisciplinary teams across multiple service programs. Demonstrated ability to coordinate internal and external audits and drive continuous improvement. Experience with CRM systems and operational software is highly desirable. Skills & Personal Attributes Skills High‑level operational leadership, strategic planning, and organisational skills. Strong communication, stakeholder management, and conflict resolution abilities. Excellent analytical, problem‑solving, and decision‑making skills. Expertise in compliance, quality assurance, reporting, and operational systems management. High‑level administrative, documentation, and digital systems proficiency. Personal Attributes Person‑centred, accountable, and ethical leadership style. High professionalism, integrity, and commitment to quality services. Collaborative, adaptable, resilient, and solutions‑focused. Strong sense of responsibility and ownership of operational outcomes. How to Apply Please submit your resume and a brief cover letter addressing your suitability for the role to: #J-18808-Ljbffr