Quality & Service Improvement Manager

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- Location: Perth WA, Geelong VIC or Hobart TAS (can be located in either)
- Classification: Permanent Full time
- Work Schedule: 5 Days Per week (Monday – Friday)
- Salary Band: $134,008 - $149,889 TRP (Full time equivalent inclusive of 12% super)

Here at genU we're agroup of passionate, driven people who want everyone's lives to be happier and healthier, especially people with disabilities, the ageing and those experiencing disadvantage. We operate solely for community benefit and invest back into the same communities in which our services are delivered.

genU welcomes diversity, including diversity of race, culture, spirituality, gender, age, identity,ability, and sexuality. We are committed to providing a welcoming, innovative, safe, empowering and respectful environment for all and living these values each and every day.

About the Role

We are seeking an experienced and passionate Quality and Service Improvement Manager to lead and drive quality, compliance, and service excellence across our organisation. This role plays a key part in ensuring that our services not only meet but exceed regulatory standards while continually improving outcomes for the people we support.

The successful candidate will be responsible for identifying opportunities for improvement, developing strategies to enhance service delivery, and leading change initiatives that support a culture of continuous learning and high-quality care.

Key Responsibilities

- Lead the development and implementation of organisation-wide service improvement strategies.
- Identify, monitor and measure service quality, client outcomes, and compliance and align service improvement plans with client needs, organisational goals, and relevant regulations.
- Collaborate on solutions to non-compliance findings and quality issues.
- Coordinate continuous improvement initiatives across systems, processes, and culture.
- Analyse workflows and recommend process enhancements in line with aged care and disability service standards.
- Lead change initiatives to improve service delivery, using structured implementation frameworks.
- Support and drive operational risk management to ensure client safety and regulatory compliance.
- Foster a culture of innovation, learning, and client-led practice.
- Engage with clients, families, operational teams, and external partners to support service excellence.
- Provide expert guidance on quality, audits, and compliance to internal stakeholders.

About You

You will be a dynamic and collaborative leader with a strong background in quality assurance, compliance, and continuous improvement within a human services, aged care or disability sector environment. Your ability to drive change, manage risk, and improve service outcomes will be key to your success in this role.

- Demonstrated experience in quality and service improvement roles.
- Strong understanding of aged care and/or disability standards.
- Proven experience in leading change and driving cultural and operational improvements.
- Excellent communication, leadership, and stakeholder engagement skills.
- Analytical mindset with a focus on practical outcomes and risk mitigation.

For You

genU staff have access to a range of benefits, including but not limited to the following:

- Commitment to Staff Health & Wellbeing:24/7 access to an innovative, holistic employee assistance program that supports your emotional, mental, financial, and physical health.
- Increase your Take Home Pay:Non-for-Profit Salary package up to $15,900per annum each FBT year plus further meals and entertainment benefits.
- Employee Discount Program:save money with employee discounts and savings at over 450 of Australia's most loved retailers and service providers including Coles, Woolworths & JB HI-FI.
- Discount Study Scholarship:all genU employees are eligible for a 25% scholarship towards undergraduate and postgraduate courses at Torrens University.
- Employee Referral Program:refer someone to work at genU and receive a generous bonus once that person completes their 6-month qualifying period
- Increased Leave Benefit: 15 personal leave days per annum

You will need the following or be willing to get:

- Working with Vulnerable People Card with NDIS endorsement and child related activity;
- NDIS Worker Orientation Module Certificate;
- Reliable Car with Driver's License and Comprehensive Insurance.

Ready to Make a Difference?

We are committed to supporting individuals throughout the recruitment and selection process, ensuring accessibility for all applicants. If you require adjustments or an alternate application format, please contactSam atrecruitment@genu.org.au (quoting the job title and number).

For further details about the role, reach out toLisa Wickson on 0475 230 912 or lisa.wickson@genu.org.au.

If you're ready to make an impact and grow with us, apply now

Note: Current genU staff should apply via the staff intranet.

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