General Manager Client Care

HammondCare; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

HammondCare seeks a General Manager - Client Care to lead the end-to-end client journey, delivering responsive, personalised and high-quality support from onboarding through ongoing service delivery and engagement. This senior role coordinates client care, optimises package utilisation and ensures service continuity across Home Care operations.

You will work closely with Care Delivery and Clinical leaders to align client needs, workforce capacity and service quality, driving exceptional outcomes

Qualifications

• Significant senior leadership experience in client operations, service coordination, customer experience or related service environments.
• Proven ability to lead end-to-end client lifecycle functions and improve service quality, utilisation and retention.
• Strong capability in workforce leadership, performance management and team development.
• Demonstrated commercial acumen, including revenue, utilisation and performance management.
• Experience in complex, regulated environments with strong governance and compliance expectations.

Responsibilities

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

Skills

Senior leadership

Client operations

Customer experience

Workforce leadership

Commercial acumen

Governance & compliance

Relationship building

Education

Tertiary qualifications in business/health/related discipline

Job description

Reporting to the Executive General Manager - Home Care, the General Manager - Client Care will lead the end-to-end client journey, ensuring the people we care for 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 in Home Care, 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

• Commitment to engage and align with HammondCare's Christian Mission, Motivation and Mission in Action.
• Significant senior leadership experience in client operations, service coordination, customer experience or related service environments.
• Proven ability to lead end-to-end client lifecycle functions and improve service quality, utilisation and retention.
• Strong capability in workforce leadership, performance management and team development.
• Demonstrated commercial acumen, including revenue, utilisation and performance management.
• Experience in complex, regulated environments with strong governance and compliance expectations.
• Strong relationship-building capability across operations, clinical and external stakeholders.
• Experience in Home Care, Aged Care, Health or Community-based services.
• Experience in service redesign, customer journey improvement or care coordination models.
• Relevant tertiary qualifications in business, health, human services or related discipline.

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.

This search is being managed in-house. We do not accept unsolicited approaches or candidate submissions from agencies unless formally engaged.