OPERATIONS MANAGER
Location: Caringbah, NSW
This is a full-time, office-based leadership position. Due to the operational, workforce
management, compliance and stakeholder responsibilities associated with the role, the
successful candidate will be required to work from the organisation's Sydney office on a full-time basis.
Employment Type: Full-Time
Salary: Competitive remuneration package commensurate with experience.
Salary Range: $130,000 – $150,000 plus superannuation, dependent on qualifications and
experience.
About Us
Empowered Living Care is a growing registered NDIS provider delivering Supported
Independent Living (SIL), Respite, Community Access and Day Program services across
Sydney. We are committed to empowering people with disabilities to live fulfilling,
independent lives through high-quality, person-centred supports.
As our organisation continues to grow, we are seeking an experienced Operations Manager
to provide executive leadership across service delivery, workforce management,
compliance, governance, quality assurance and organisational development.
About the Role
Reporting directly to the Director, the Operations Manager is the organisation's second-in-
command and is responsible for the executive leadership, strategic direction and operational management of Empowered Living Care.
This role has responsibility across service delivery, workforce leadership, human resources,
finance, compliance, governance, quality, administration and organisational performance
while leading a workforce of approximately 135 employees.
The successful candidate will oversee multiple service streams, drive operational excellence, maintain regulatory compliance, support organisational growth and sustainability, and ensure the delivery of exceptional outcomes for participants, employees and stakeholders.
This position requires a highly capable leader with extensive disability sector knowledge,
exceptional operational management capability, sound commercial judgement and the ability to lead a large, multidisciplinary workforce in a complex and highly regulated environment.
Key Responsibilities
Strategic Leadership & Organisational Management
● Provide executive leadership across the organisation and act as the Director's delegate when required.
● Lead the day-to-day operational management of disability services, administration and corporate functions.
● Develop, implement and monitor organisational objectives, operational policies, procedures and strategic initiatives.
● Contribute to organisational strategy, business planning, growth and long-term sustainability.
● Lead organisational change initiatives and drive a culture of accountability, innovation and continuous improvement.
● Provide leadership, direction and support to managers, coordinators and administrative leaders.
● Analyse complex operational issues and implement effective organisational solutions.
● Consult with senior managers regarding operational, financial, workforce and resource planning.
● Oversee organisational reporting, governance frameworks and executive decision-
making processes.
● Implement senior management decisions and organisational priorities.
Service Delivery & Quality Management
● Provide executive oversight of Supported Independent Living (SIL), Respite,
Community Access and Day Program services.
● Ensure high-quality, person-centred service delivery and positive participant
outcomes across all service streams.
● Oversee participant support programs, service continuity and operational
performance.
● Develop, implement and monitor service standards, operational procedures and
quality systems.
● Monitor participant outcomes and identify opportunities to improve service quality and
operational efficiency.
● Resolve complex participant, family and service delivery matters.
● Ensure disability support services are delivered safely, effectively and in accordance with participant goals and NDIS requirements.
● Lead organisational programs, special projects and service improvement initiatives.
Workforce Leadership & Human Resources
● Lead workforce planning across a workforce of approximately 135 employees.
● Oversee recruitment, selection, onboarding, induction and workforce allocation.
● Lead performance management, coaching, disciplinary processes, workplace
investigations and employee relations.
● Develop leadership capability across managers and coordinators.
● Identify workforce capability requirements and oversee training, competency
assessment and professional development programs.
● Ensure compliance with Fair Work legislation, the SCHADS Award and
organisational employment policies.
● Promote a positive, high-performing organisational culture focused on accountability,
collaboration and service excellence.
● Monitor workforce utilisation, staffing levels and operational resourcing across
multiple service streams.
● Oversee payroll-related workforce administration, personnel systems and
employment records.
Governance, Compliance & Risk Management
● Maintain organisational compliance with the NDIS Practice Standards and NDIS
Quality and Safeguards Commission requirements.
● Lead organisational compliance programs, internal audits, external audits and
registration activities.
● Oversee safeguarding systems, incident management, restrictive practice
compliance and organisational risk management.
● Ensure compliance with Fair Work, SCHADS Award, WHS and all relevant legislative
and regulatory requirements.
● Lead corrective action programs and continuous improvement initiatives following
audits and compliance reviews.
● Monitor legislative changes and provide guidance to managers regarding regulatory
obligations.
● Maintain organisational governance systems, quality management frameworks and
compliance reporting.
Financial & Commercial Management
● Lead organisational budgeting, financial planning and operational expenditure
monitoring.
● Prepare and oversee budgets, forecasts and organisational performance reporting.
● Monitor workforce costs, resource allocation, productivity and operational efficiency.
● Support sustainable organisational growth and financial sustainability.
● Identify opportunities to improve operational performance, commercial outcomes and
service delivery efficiency.
● Oversee administration, rostering and organisational support functions.
Stakeholder Engagement
● Build and maintain strong relationships with participants, families, guardians, allied
health professionals, support coordinators, funding bodies, government agencies and
community organisations.
● Represent the organisation during audits, negotiations, stakeholder meetings,
regulatory engagements and sector forums.
● Collaborate with internal and external stakeholders to achieve organisational and
participant outcomes.
● Manage complex stakeholder matters with professionalism and sound judgement.
Systems, Reporting & Continuous Improvement
● Oversee organisational reporting systems, business systems and operational data.
● Prepare executive reports, submissions and organisational performance reports.
● Collect, analyse and report on operational, workforce and service performance data.
● Lead continuous improvement initiatives that strengthen quality, compliance and
organisational effectiveness.
● Develop and maintain organisational documentation, procedures, records and
reporting frameworks.
● Coordinate organisational projects and cross-functional initiatives to achieve strategic
objectives.
Essential Skills & Experience
● Demonstrated experience in a senior operational or executive management role within disability, community services, health, aged care or a related sector.
● Extensive experience leading large multidisciplinary teams, including workforce planning, recruitment, employee relations, performance management and organisational development.
● Comprehensive knowledge of the NDIS Practice Standards, NDIS Quality and
Safeguards Commission requirements, safeguarding obligations and regulatory
compliance frameworks.
● Demonstrated experience leading internal and external audits, quality assurance
systems, governance frameworks and continuous improvement initiatives.
● Strong commercial and financial management capability, including budgeting,
forecasting, workforce utilisation, resource allocation and operational performance
management.
● Exceptional leadership, coaching and mentoring skills with the ability to develop
managers and build high-performing teams.
● Highly developed stakeholder engagement, communication, negotiation and
relationship management skills.
● Demonstrated ability to manage complex participant matters, organisational
escalations and competing operational priorities.
● Sound knowledge of Fair Work legislation, the SCHADS Award, workplace
investigations and employee relations.
● Strong understanding of WHS legislation, organisational governance and risk
management principles.
● Proven experience managing registered NDIS disability services, including
compliance, safeguarding, quality systems and workforce management.
● Highly developed analytical, decision-making and problem-solving skills.
Highly Regarded
● Experience leading operations within a registered NDIS provider.
● Experience managing Supported Independent Living (SIL), Respite, Community
Access and Day Program services.
● Experience preparing organisations for NDIS audits, registration assessments and
compliance reviews.
● Experience implementing operational, workforce or compliance systems that improve
organisational performance.
● Tertiary qualifications in Community Services, Disability, Human Services, Health,
Business Management, Human Resources or a related discipline.
● Experience contributing to organisational growth, strategic planning and service
expansion.
Why Join Us
This is an exciting opportunity to join a growing and progressive organisation where you will play a key leadership role in shaping service excellence, workforce capability, operational performance and strategic growth.
Working closely with the Director, you will have genuine influence over the future direction of the organisation while leading a passionate team committed to improving the lives of people living with disability.
We offer a collaborative and supportive workplace culture, genuine opportunities to make a meaningful impact, and the chance to help drive the continued growth and success of
Empowered Living Care. Applications should include a current resume and a cover letter addressing the essential requirements of the role.
Pay: $130,000.00 – $150,000.00 per year
Work Location: In person
