Head of Client Engagement

My Guardian; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Competitive salary

Positive office culture

Friday drinks & nibbles

Job summary

My Guardian is seeking an exceptional leader to assume the permanent role of Head of Client Engagement. Based at our Sydney Olympic Park Head Office, you will oversee a dedicated team of case managers and guide the intake and decision‑making processes to support clients and families.

This fast‑paced, relationship‑driven role demands strong communication, stakeholder management, and a commitment to regulatory compliance under Aged Care and NDIS frameworks, with a focus on growth and national

Qualifications

• Experience leading client engagement in aged care or disability sectors.
• Ability to oversee intake, onboarding, and service delivery.
• Strong knowledge of NDIS and Aged Care compliance frameworks.
• Proven track record in stakeholder engagement and leadership.

Responsibilities

• Lead the national Client Engagement function across multiple states.
• Drive client acquisition, conversion, and retention strategies.
• Oversee the intake, onboarding, and support coordination teams.
• Build referral partnerships with hospitals, LACs, coordinators, and community networks.
• Ensure operations align with Aged Care and NDIS regulatory frameworks.
• Deliver executive-level reporting, KPIs, and insights to the Senior Leadership Team.
• Contribute to strategic growth, partnerships, and national expansion initiatives.
• Build a high-performance, accountable leadership culture within the team.
• Collaborate with rostering and clinical teams to align services with care plans and funded packages.

Skills

Aged care leadership

Stakeholder engagement

Client intake & onboarding

NDIS & Aged Care compliance

Strategic partnerships

Excellent communication

Job description

My Guardian is a leading Aged and Disability Care service provider delivering compassionate, high-quality, person-centred care. We are passionate about empowering our clients to live independently with dignity and respect.

As we continue to expand nationally, we are seeking an exceptional leader to step into the permanent role of Head of Client Engagement. This is a critical management position responsible for driving client growth, experience, and operational excellence.

The role is full-time, on-site at our Sydney Olympic Park Head Office.

About The Role

Reporting to the General Manager of Client Engagement, you will oversee a dedicated and passionate team of case managers who provide exemplary care to our clients, prospective clients, and their families. You will guide and support the team through the intake and decision-making process, ensuring clients and their families feel supported, informed, and confident in choosing My Guardian.

This is a fast-paced, relationship-driven role requiring strong communication skills, attention to detail, and the ability to manage multiple stakeholders while maintaining a high standard of professionalism and care.

Your key responsibilities will include but are not limited to:

• Lead the national Client Engagement function across multiple states.
• Drive client acquisition, conversion, and retention strategies.
• Oversee the intake, onboarding, and support coordination teams.
• Build and maintain strong referral partnerships (including hospitals, LACs, coordinators, and community networks) to generate and manage referral pipelines.
• Ensure all operations align strictly with Aged Care and NDIS regulatory frameworks.
• Deliver executive-level reporting, KPIs, and performance insights to the Senior Leadership Team.
• Contribute to strategic growth, partnerships, and national expansion initiatives.
• Build a high-performance, accountable leadership culture within your team.
• Collaborate with rostering and clinical teams to ensure services are delivered in line with care plans and funded package levels.

The successful candidate must have:

• Proven experience in a leadership role within the aged care, disability, or community services sectors.
• A deep understanding of client intake, onboarding, and service delivery models.
• Strong, working knowledge of NDIS and Aged Care compliance frameworks.
• Exceptional stakeholder engagement, relationship-building, and leadership capabilities.
• Excellent communication skills and the ability to react quickly with sound judgment in emergency or complex situations.
• Permanent, full-time position in a high-growth organisation with national expansion plans
• Competitive salary package
• Supportive and positive office culture
• Weekly Friday afternoon drinks and nibbles at Head Office

If you are a dynamic leader passionate about driving client growth and shaping a high-performing engagement team, we would love to hear from you.

Please note that only shortlisted candidates will be contacted.