Client Onboarding Manager

Westhaven Ltd; Dubbo; Hybrid; Full time

Job summary

A leading disability services organization is seeking a Client Onboarding Manager to lead a team in ensuring smooth transitions for new clients. This role involves managing client onboarding processes, ensuring NDIS compliance, and driving client satisfaction. The ideal candidate will have extensive experience in commercial roles, strong leadership skills, and a commitment to diversity and inclusion.

Benefits

Salary packaging to $15,900

Fitness Passport

Diversity and Inclusion

Hybrid work environment

Qualifications

• 10+ years in a commercial role.
• Experience leading teams to achieve goals.

Responsibilities

• Manage end-to-end client onboarding process.
• Ensure NDIS plan alignment and funding.
• Drive client satisfaction and retention.

Skills

Influential communication

Data analysis

Leadership

Problem-solving

Education

Bachelor’s degree in Business

Job description

We're seeking a Client Onboarding Manager to drive seamless transitions for new participants in our growing disability services organisation.

Benefits That Matter

• Competitive Salary: Level 6 - $53.84 - $56.22 per hour (Social, Community, Home Care and Disability Services Industry Award 2010) + superannuation (11.5%)
• Salary packaging to $15,900 | Fitness Passport
• Diversity and Inclusion
• Hybrid work environment
• Location Negotiable: Dubbo, Orange or Bathurst. Some travel will be required.
  
  

About The Role

The Client Onboarding Manager leads a small team, fostering collaboration and data-driven efficiency to ensure effective NDIS plan support and smooth client transitions into our services.

About Us

Westhaven is and will continue to be the provider of choice for disability support services and accommodation across regional NSW. Westhaven provides client-centric, high-quality programs and activities that provide whole-of-life support for people with disability, including offering houses that are homes, enabling choice and control and supporting clients to live life the way they choose.

Key Responsibilities

• Lead Client Onboarding & Transition: Manage the end-to-end process, ensuring smooth transitions and acting as the primary client contact.
• Ensure NDIS Plan Alignment & Funding: Verify adequate funding, manage related documentation, and handle NDIA submissions.
• Drive Client Satisfaction & Retention: Implement strategies to gather feedback, improve service, and manage offboarding effectively.
• Lead & Develop the Onboarding Team: Provide effective leadership, set expectations, and support team growth.
• Facilitate Internal Coordination: Collaborate effectively with internal teams (Service Delivery, Scheduling, Finance, etc.) to ensure a seamless onboarding experience.
• Develop & Implement Onboarding Processes: Create and refine efficient and consistent onboarding procedures and protocols.
• Contribute to Strategic Goals & Compliance: Participate in management, refine processes, and ensure NDIS compliance.
  
  

To be at the forefront of this opportunity you will have:

Knowledge

• Commercial acumen using data for growth.
• NDIS funding framework knowledge.
• Understanding of rostering systems.
  
  

Skills

• Influential communication and negotiation.
• Sensitivity in resolving complex conflicts.
• Strong data analysis and interpretation.
• Advanced leadership and stakeholder management.
• Effective problem-solving in ambiguous situations.
  
  

Experience

• Successful performance in a commercial role for ten-plus years.
• Demonstrated ability to lead a workforce to achieve strategic and financial goals.
• A Bachelor’s degree in Business, Commerce or related field is highly regarded, however, extensive experience in related fields is also sufficient.
• Experience managing lead pipelines and conversion strategies, customer satisfaction and service teams is highly regarded.
• Experience working in a large and complex organisation coordinating cross discipline teams is highly regarded.
  
  

Essential Requirements Of The Role

• A current NSW Driver’s licence
• The ability to obtain and maintain a paid Working with Children Check (WWCC)
• The ability to obtain and maintain a National Disability Insurance Scheme Workers Check (NDISWC)
  
  

About Applying

Please submit your CV and a cover letter addressing your abilities to undertake the key responsibilities of this role.

We Encourage Diversity And Inclusion

Westhaven is passionate about social justice and diversity and is committed to being an EEO employer. We embrace diversity in our workforce and encourage applications from culturally and linguistically diverse backgrounds, including those from Aboriginal, Torres Strait Island heritage and people with lived experience of disability.

For more information or confidential enquiries please email Peter Jones at [e-mail] .

Applications close: The selection process will commence upon the receipt of applications & will close at 9am Monday 2nd June 2025 or prior, if a suitable candidate is found.

Link To Position Description