Service Delivery and Operations Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Guarantee complete support coverage for scheduled participants and promptly address cancellations, late arrivals, and absences.

• Perform daily morning roster assessments to verify staff deployment, participant-to-worker matching, and credential checks.

• Oversee after-hours and on-call escalation processes.

• Enhance roster efficiency and manage labor costs, including overtime and unauthorized staffing expenses, within budget constraints.

• Ensure the delivery of person-centered, respectful, and safe services in accordance with participant support plans.

• Address participant or family complaints within one business day, or immediately for urgent matters.

• Maintain ongoing communication with families, guardians, and Support Coordinators.

• Collaborate with sales and Business Development Managers to evaluate capacity and safely onboard new participants.

• Supervise, mentor, and guide Team Leaders and frontline support workers across all operational divisions.

• Monitor attendance, punctuality, and performance metrics, taking action to address underperformance.

• Ensure proper onboarding and induction for new support workers, while identifying training and supervision requirements.

• Maintain compliance with NDIS Practice Standards and ensure audit-ready client documentation.

• Verify that staff screening, mandatory certifications, and worker credentials are in accordance with requirements prior to shift deployment.

• Review daily progress notes and medication administration records, achieving at least 98% documentation completion.

• Lead incident management processes, including identification, documentation, investigation, and immediate escalation.

• Provide weekly operations performance reports to the Managing Director every Monday by 10:00 AM.

• Chair weekly operations meetings with Team Leaders.

• Conduct monthly evaluations of labor utilization, gross margins, participant retention, and compliance trends.

• Present monthly operational improvement strategies aimed at reducing process waste and overhead while enhancing profitability.

⛳️ Requirements

• At least 2 years of direct operational management experience in the Australian NDIS / Disability or Community Care sector.

• Comprehensive understanding of the NDIS Quality and Safeguards Commission regulations, NDIS Practice Standards, and mandatory reporting frameworks.

• Proven experience in managing high-volume rosters, shift-fill rates, and frontline care staff across multiple locations.

• Strong knowledge of Australian worker screening databases, including NDIS Worker Screening Check, Working with Children Check, and First Aid/CPR.

• Preferred experience in managing operations across multi-entity or federated organizational structures.

• Familiarity with ShiftCare, CareLink+, Deputy, or Employment Hero is desirable.

• Relevant tertiary qualifications in Business Administration, Healthcare Management, Human Services, or related fields are preferred.

• Background in collaborating with BDM/sales functions to align sales pipelines with operational onboarding capabilities is advantageous.

• A proactive self-starter who identifies operational gaps, implements solutions, and achieves results without waiting for executive direction.

• Ability to balance person-centered care with operational efficiency, budget objectives, and labor cost management.

• High ethical standards concerning participant safety, dignity, choice, and regulatory compliance.

• Capable of decisive problem-solving under pressure during emergencies, staffing shortages, and operational challenges.

• Strong verbal and written communication skills for reporting to executive leadership, participants, families, and regulatory agencies.

🏝️ Benefits

• AU working hours and holidays.