Operations Manager

About the role

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

Benefits

• 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.