Operations Manager - Care Services

Hinchen Recruitment Group; Sydney; On-site; AUD 130,000 - 150,000; Full time

Benefits offered by this job

Hybrid work flexibility

Senior leadership exposure

Career development

Job summary

Hinchen Recruitment Group in Sydney CBD NSW is seeking an experienced Operations Manager to lead a large team of Care/Case Managers and drive performance, customer outcomes and continuous improvement. You will set direction, develop leaders and roll up your sleeves to solve complex problems.

You will oversee care quality, governance, risk and escalation handling, while lifting service levels and engagement across a regulated environment. Hybrid flexibility is offered.

Qualifications

• Proven experience leading leaders and large teams in aged care or care management.
• Experience managing KPIs and lifting operational performance.
• Strong governance, risk and regulatory knowledge in care services.
• Commercial acumen with a customer-first mindset.
• Excellent stakeholder communication and influencing abilities.

Responsibilities

• Lead Team Leaders and build a high-performing, accountable culture.
• Drive customer experience, retention, service levels and productivity.
• Strengthen governance, risk management and care quality oversight.
• Manage escalations involving complex or high-risk customers.
• Improve processes, systems and ways of working using data insights.
• Lead change and collaborate with other business functions.

Skills

People leadership

Team leadership

Coaching

Stakeholder management

Process improvement

Data-driven decisions

Commercial mindset

Communication

Job description

Hinchen Recruitment Group – Sydney CBD NSW

Help shape the future of home care!
Our client is a growing, purpose-led organisation operating within Australia’s care sector, with a strong focus on delivering better experiences and outcomes for its customers.

The organisation is investing in its people, systems and ways of working as it continues to grow and evolve. Innovation, customer experience and continuous improvement are central to its approach.

This is a progressive, fast-paced environment offering the opportunity to be part of an organisation undergoing meaningful growth and transformation, while remaining strongly connected to its broader social purpose.

We are seeking an experienced Operations Manager to lead a large team of Care/Case Managers and help take its people, performance and customer outcomes to the next level.

The opportunity
This is a role for a strong "doer-leader", someone who can set direction, develop leaders and drive accountability, but who is equally comfortable rolling up their sleeves to solve problems, improve processes and navigate complex situations.

You'll be responsible for:

• Leading, coaching and developing Team Leaders and building a highly engaged, accountable culture
• Driving customer experience, retention, package utilisation, service levels, productivity and quality
• Strengthening performance management, role clarity and accountability
• Maintaining oversight of care quality, governance, compliance and risk
• Managing escalations involving complex or high-risk customers
• Improving processes, systems and ways of working
• Using data and insights to identify opportunities and improve performance
• Leading change and bringing people with you
• Building strong relationships across other business functions
• Contributing to broader strategic and operational initiatives

The role provides considerable scope to improve rather than simply maintain the operation – particularly across process improvement, performance, engagement, quality and accountability.

About you
First and foremost, you'll be an accomplished people leader who knows how to lead leaders.
You'll combine empathy and customer focus with strong operational and commercial thinking and be confident making decisions, setting expectations and having difficult conversations when required.

Ideally, you'll bring:

• Leadership experience across aged care, care management or case management
• Experience leading Team Leaders and sizeable or geographically dispersed teams
• Strong knowledge of regulated service environments, governance and risk
• Experience managing KPIs and lifting operational performance
• Strong change and process-improvement capability
• Confidence managing complex customer escalations
• Commercial acumen alongside a genuine customer-first mindset
• Strong stakeholder influencing and communication skills
• A practical, resilient and solutions-focused leadership style

Aged care experience is strongly preferred; however, high-calibre leaders from NDIS, disability, health tech or another highly regulated service environment may also be considered.

You don't need to be a clinician, this role is about leadership, care-management operations, performance, customer outcomes and continuous improvement.

Why join?
This is an exciting opportunity to join a growing organisation undergoing investment and evolution, with a continued focus on strengthening its technology, capability and operating model.
The culture is contemporary, collaborative and relaxed, with genuine hybrid flexibility

You'll also enjoy:

• From $130,000 plus + super
• A substantial leadership remit where you can make a visible impact
• Exposure to senior leadership and strategic initiatives
• The opportunity to influence systems, processes and future ways of working
• Ongoing career development and potential progression into other Management or broader operational leadership roles
• The rare combination of purpose, technology, growth and care