Operations Manager

Western compassion care; City of Melbourne; On-site; AUD 160,000 - 230,000; Full time

Benefits offered by this job

Company vehicle provided

Flexible working arrangements

End-of-year bonus

Job summary

Western Compassion Care is seeking an experienced Operations Director to lead the day-to-day operations, ensure compliance with NDIS Practice Standards and Code of Conduct, and strengthen service delivery systems.

You will provide strategic direction and hands-on operational management across the organisation, identifying improvements, implementing solutions and supporting managers and staff to maintain high standards.

Qualifications

• Previous management experience within an NDIS registered provider.
• Strong understanding of NDIS operations, compliance, quality management, audits and service delivery.
• Commitment to delivering safe, high-quality, person-centred supports.

Responsibilities

• Oversee day-to-day operations and service delivery.
• Maintain compliance with NDIS Practice Standards and Code of Conduct.
• Ensure policies and procedures are current and compliant.
• Lead preparation for NDIS certification and audits.
• Review participant and staff documentation and records.
• Coordinate evidence required by NDIS auditors.
• Lead and develop operational managers and teams.
• Identify areas for improvement and implement corrective actions.

Skills

Leadership

Regulatory knowledge

Risk management

Stakeholder management

Job description

As the Operations Director, you will take a senior role in overseeing the day-to-day operations, compliance framework, service delivery systems and ongoing development of Western Compassion Care. You will provide leadership across the organisation and assist in ensuring our services, staff, documentation, systems and operational practices align with the NDIS Practice Standards, NDIS Code of Conduct, organisational policies and procedures, relevant legislation and regulatory requirements. This position requires someone who can confidently move between strategic leadership and practical operational management. You will be expected to identify areas requiring improvement, implement solutions, strengthen systems and support managers and staff to maintain high standards across the organisation. You will also play an important role in preparing the organisation for NDIS audits, responding to compliance requirements and supporting the continued expansion of our services.

Key responsibilities

Maintain a strong understanding of the NDIS Practice Standards, NDIS Code of Conduct and relevant regulatory requirements

Ensure organisational policies, procedures and operational practices remain compliant and current

Monitor compliance across service delivery and operational departments

Identify compliance gaps and implement corrective actions

Support the organisation to maintain appropriate records and evidence of compliance

Ensure participant rights, privacy, dignity, choice and control are embedded throughout service delivery

Monitor organisational risks and support effective risk management strategies

Lead preparation for NDIS certification and surveillance audits

Conduct internal compliance reviews and mock audits

Review participant files, employee files, registers, policies and operational documentation

Coordinate evidence required by NDIS auditors and work with management to implement corrective actions

Oversee service delivery operations and support operational managers and team leaders

Monitor participant service requirements and ensure appropriate communication between management, support workers, participants and stakeholders

Review operational processes and identify opportunities for improvement

Establish clear responsibilities and accountability across teams

Monitor service quality and operational performance

Support the resolution of complex operational matters

Ensure participant needs, preferences, goals and support requirements are understood and appropriately documented

Ensure participant feedback is incorporated into continuous improvement

Provide leadership and direction to managers and operational staff

Support recruitment and workforce planning and monitor employee compliance requirements

Ensure staff onboarding processes are effective and support staff training and professional development

Develop management capability within the organisation

Establish clear expectations regarding performance and accountability

Maintain and develop the organisation's continuous improvement systems

Analyse incidents, complaints, feedback and operational trends

Identify recurring issues and implement preventative strategies

Contribute to organisational growth strategies and identify opportunities to strengthen or expand NDIS services

Assess operational capacity before service expansion and develop scalable systems and processes

Build professional relationships with Support Coordinators, allied health professionals and other sector stakeholders

Develop and maintain operational reporting systems and monitor key performance indicators

Provide regular operational reports to the Directors

Maintain oversight of incidents, complaints, risks and continuous improvement actions

About you

Previous management experience within an NDIS registered provider

Strong understanding of NDIS operations, compliance, quality management, audits, service delivery and organisational development

Understanding that operating a successful NDIS organisation requires strong leadership, robust systems, regulatory knowledge, accountability, continuous improvement and an unwavering commitment to delivering safe, high-quality and person-centred supports

Generous salary package that reflects the seniority, responsibilities and experience required for this position

Company vehicle provided as part of the employment package

Flexible working arrangements, including opportunities to work from home on suitable days

Genuine leadership position with a real voice within the organisation

Work closely with the Directors and senior management team

Opportunity to contribute to important operational, compliance and strategic decisions

Freedom to introduce new ideas and challenge existing processes constructively

Opportunity to develop policies and systems and strengthen the compliance framework

Professional autonomy and trust to take ownership of responsibilities and lead improvements

Direct access to the Directors

Opportunity for professional growth as the organisation continues to expand

Collaborative workplace culture

Attractive end-of-year bonus based on your performance

About us

Western Compassion Care is a growing NDIS registered provider organisation. We are committed to building a bigger, stronger and better organisation while maintaining the quality, compassion and person-centred approach that should sit at the heart of NDIS service delivery.