General Manager Client Care

HammondCare; St Leonards; On-site; AUD 220,000 - 360,000; Full time

Job summary

HammondCare is seeking a General Manager - Client Care to lead the end-to-end client journey, ensuring older Australians receive responsive, personalised and high-quality support from onboarding through to ongoing service delivery and engagement.

In this senior role you will drive client coordination, workforce alignment and service quality, while delivering sustainable business growth and exceptional client outcomes across our home care and aged care services.

Qualifications

• Senior leadership experience across client operations or related functions.
• Experience leading large-scale service delivery and client-facing teams.
• Strong commercial acumen with revenue and performance focus.
• Experience in regulated environments with governance requirements.

Responsibilities

• Oversee end-to-end client lifecycle from onboarding to ongoing engagement.
• Lead client experience, care coordination and service responsiveness.
• Drive revenue growth through package utilisation and demand management.
• Ensure service continuity and long-term client retention.
• Develop high-performing teams focused on client outcomes.
• Lead continuous improvement across customer journeys and operations.

Skills

Senior leadership

Client operations

Customer experience

Stakeholder management

Revenue/performance focus

Job description

Reporting to the Executive General Manager - Home Care, the General Manager - Client Care will lead the end-to-end client journey, ensuring older Australians receive responsive, personalised and high-quality support from onboarding through to ongoing service delivery and engagement.

This is a strategically important leadership role responsible for client coordination, relationship management, package utilisation, service continuity and client retention. Working closely with Care Delivery and Clinical leaders, you'll align client needs, workforce capacity and service quality to deliver exceptional outcomes while driving sustainable business growth.

Key responsibilities

• The end-to-end client lifecycle, from onboarding through to ongoing engagement and retention.
• Client experience, care coordination and service responsiveness.
• Revenue growth through effective package utilisation and demand management.
• Service continuity and retention strategies that strengthen long-term client relationships.
• High-performing teams focused on client outcomes and operational excellence.
• Continuous improvement initiatives across customer journeys, service models and operational performance.

About You

You may come from Home Care, Aged Care, Healthcare, Community Services, Disability Services, Insurance, Customer Operations or another complex service environment where client experience, operational performance and workforce leadership are critical to success.

You'll Bring

• Significant senior leadership experience across client operations, customer experience, service coordination or related functions.
• A track record of leading large-scale service delivery and client-facing teams.
• Strong commercial acumen and experience driving utilisation, revenue and performance outcomes.
• Experience operating within a regulated environment with strong governance requirements.
• Exceptional stakeholder management skills and the ability to influence across operational, clinical and executive teams.
• A passion for transforming customer experiences and leading organisational improvement

Our culture

HammondCare provides expert aged care, home care, dementia care and palliative care for older people, regardless of circumstances, beliefs, background or financial situation. We are led by our not-for-profit, Christian foundations and backed by research and clinical expertise.

When it comes to our people – those we serve and those who serve – we are committed to inclusion across race, culture, ethnicity, gender, sex, sexuality, religion and ability. In our innovative residences, our hospitals, or in client homes, we aim to set the global standard of relationship-based care for older people with complex needs.

We’ve been caring for people for over 90 years – so, if you love to care, join us, and make a career move that matters.

It's not just care, it's HammondCare.