General Manager

4 weeks ago

Doncaster East, Australia Onemda Full time

**Position**

**Description**

**OVERVIEW**

Position Title General Manager Customer Engagement

Department General Services

Reports To Chief Executive Officer

Location Primary location - Doncaster East

Date Prepared February 2024

**PURPOSE**

The General Manager - Customer Engagement is responsible for providing the strategic direction and
leadership for the operational delivery of the Customer Services portfolio. The role is a key driver in
ensuring all Group and Therapy Services are delivering outstanding and impactful outcomes for people with
a disability.

This role will report to the CEO and will mentor, coach, and organise the Customer Services portfolio by
providing leadership and oversight of service process and operations, clinical practice, diversity and
inclusion and lifting the overall participant experience.***

Key Internal Stakeholders
- People with a disability
- Board of Directors
- CEO
- Executive Leadership Team
- Business Stream Managers
- Customer Service Teams

Key External Stakeholders
- Participants and Family and Care Givers of Onemda
- Disability Community
- Local Community Members
- Federal, State and Local Government
- National Disability Insurance Agency
- Other Governing Bodies
- Other Community Groups and Support Networks

**QUALIFICATIONS AND REGISTRATIONS
**_Educational Qualifications: _**
- Relevant tertiary level qualifications in disability, social services, health care and executive

management
- Relevant senior experience in managing service provision for people with a disability and or people

service industry is highly desirable
- Current Drivers Licence

**_Professional Certifications: _**
- Relevant associations and membership is highly desirable

**KNOWLEDGE AND EXPERIENCE**

**General Skills and Experience**
- Strong experience in providing strategic leadership, influencing and leading change
- Strong organising, operational and execution skills
- Knowledge and understanding of relevant disability and human rights legislation, the principles of

the National Disability Insurance Scheme, Fair Work Act and other significant industrial, safety and
social welfare legislation.
- Demonstrated experience in effectively managing broad organisational service delivery functions
- Extensive understanding of the people service industry
- Strong report preparation and presentation skills
- Proficient analytical, financial and business acumen skills to ensure effective and high-quality
- service delivery- Proven record of work, health, safety and risk management principles and practices
- Demonstrated ability to manage, motivate and inspire staff and teams in the performance of their

duties

**Specialist Skills and Experience**
- Ability to work with and for people with a disability
- Possess high level expertise with strategic, service development and government lobbying skills
- Well -developed stakeholder engagement skills
- Ability to influence and mentor people to achieve positive outcomes
- Demonstrated experience in managing and driving outstanding service provision
- Ability to drive innovation, quality improvement and practice standards across a broad service

portfolio

**Management Skills and Experience**
- Highly experienced in driving service growth initiatives
- Demonstrated ability to work at an executive level
- Demonstrated ability to manage, plan and monitor budgets
- Demonstrated ability in managing time, setting priorities and planning administrative work effectively
- Ability to inspire, ensure accountability and set agreed performance objectives with teams
- Strong analytical skills to monitor organisational performance
- Ability to demonstrate project management skills and capabilities

**Interpersonal Skills and Experience**
- Demonstrated ability to communicate effectively and exercise persuasive skills with key

stakeholders
- High level of interpersonal and communication skills (both written and verbal), including an ability to

represent and negotiate on behalf of the organisation
- An ability to work in a team environment
- Demonstrated ability to communicate effectively with participants, families, staff and relevant people

in the community with general knowledge of the disability sector

**MUTUAL COMMITMENTS**

**Equal Opportunity.** Onemda is committed to being an equal opportunity employer, aiming to provide every
employee with fair access to all workplace opportunities and benefits. In return, employees will treat each
other fairly, without discrimination.

**Diversity.** Onemda welcomes and embraces diversity through providing safe, positive, and nurturing
environment which celebrates the rich dimensions and contributions of diversity contained within each
individual.

**Safety Screening. **An offer of employment cannot be confirmed until the safety screening requirements
have been conducted, assessed and clearance has been given.

The safety screening process incorporates the completion of the following:

- NDIS Worker Screening Check

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