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Senior Operations Manager

3 months ago

Brisbane, Queensland, Australia McMillan Shakespeare Limited Full time

At MMS, our purpose is crystal clear: To positively impact people's lives. Guided by this dedication, we provide customized solutions to clients and customers in Australia and New Zealand. Our vision is to become your reliable partner, simplifying complexities and transforming challenges into possibilities. Our wide array of services – spanning from salary packaging and fleet management to disability support – are designed to boost your financial wellness and empower your ambitions.

Within our group of companies, we offer a diverse range of services and expertise aimed at delivering long-term value responsibly to our clients, including Federal and State governments, and some of the largest public and private sector health and charitable organizations.

Your Senior Operations Manager position is currently available within our Plan & Support Services (PSS) division, focusing on collaborating with Plan Partners and Plan Tracker – both esteemed allies in overseeing NDIS (National Disability Insurance Scheme) plans and support coordination.

The Role:

Leadership and Strategy

  • Provide leadership and guidance to the Operations Managers, ensuring the delivery of top-notch service to customers and providers.
  • Develop and implement operational strategies that foster business growth and align with the company's goals.
  • Oversee financial budgets, monitor revenue, margin, and expense performance, and take corrective actions when necessary.
  • Ensure compliance with legislative, regulatory, and company policy requirements.
  • Cultivate a customer-centric culture, delivering exceptional value and outstanding execution to surpass customer expectations.
  • Lead the Operations leadership team, investing in their management and development to drive business outcomes and contribute to talent and succession planning.
  • Cultivate strong relationships with key stakeholders, both internal and external, to support business goals.
  • Drive continuous improvement initiatives in collaboration with the Senior Leadership Team, focusing on synergies across functions.
  • Collaborate closely with Workforce Planning and the Business Analyst, utilizing data and insights to make informed decisions and execute operational plans aligned with the strategy.
  • Promote a culture of evidence-based decision-making, enhancing data literacy and informed decision-making across the team.

Customer Focus

  • Deliver exceptional value to the customer through outstanding execution, as well as establish and reinforce performance standards and operational processes to meet customer expectations.
  • With proven leadership performance, provide high-quality customer experiences for participants and providers.
  • Champion customer advocacy and achieve a Net Promoter Score consistently meeting or exceeding the set standard.

People and Culture Leadership

  • Provide continuous leadership, empowerment, supervision, coaching, support, and feedback to nurture potential and address capability gaps within individuals and the team.
  • Build effective teams by implementing strategies to optimize individual and collective performance of employees in fostering a high-performance culture.
  • Actively invest personal time in the management and development of the Operations leadership team by enhancing their comprehension and effective utilization of service and commercial levers, at a tactical level, to drive necessary business outcomes and contribute to talent and succession planning pools.

You will bring:

  • A minimum of 8 years' experience in leading and managing large operational teams, optimizing operations for efficiency, quality, and customer satisfaction.
  • Demonstrated expertise in coaching and developing managers to cultivate a high-performance culture.
  • Familiarity with best practices in operational processes and continuous improvement methodologies.
  • Understanding of NDIS, the disability sector, its concepts, trends, legislation, and service delivery framework is advantageous.
  • Tertiary qualifications in Business, Finance, or related disciplines are preferred.

What we can offer you:

  • Our robust people-first culture
  • Flexible/hybrid working arrangements to enhance your work/life balance
  • Novated lease benefits and discounts
  • 12 weeks of Paid Parental Leave and access to our Parents Portal
  • Exempt Employee Share Plan
  • Paid Income Protection Insurance under MMSG default Super plan
  • Access to a wide range of learning and development programs
  • Career break and volunteering opportunities
  • Access to Employee Assistance Program and annual Flu vaccination
  • Lifestyle Rewards program

As advocates of Diversity, Equity & Inclusion, we are committed to cultivating an environment where all diversities are appreciated and respected. We welcome applications from Aboriginal and Torres Strait Islander individuals, individuals from diverse backgrounds, including those caring for and living with disability.

Please note that only shortlisted candidates will be contacted, and all successful applicants will undergo a National Police check as well as credit checks and must provide a valid Working with Children check.