Strategic Operations Leader for Plan and Support Services

4 days ago

Brisbane, Queensland, Australia McMillan Shakespeare Limited Full time

At McMillan Shakespeare Limited, our purpose is to make a meaningful difference in people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across Australia and New Zealand.

Our vision is to be a trusted partner, simplifying complexities and turning challenges into opportunities. We strive to enhance financial wellbeing and empower aspirations through our diverse services, including salary packaging, fleet management, and disability support.

We seek an exceptional Strategic Operations Leader to join our Plan and Support Services (PSS) business. This role involves working across Plan Partners and Plan Tracker, both trusted partners in the management of NDIS plans and support coordination.

The successful candidate will have accountability for key strategic initiatives focused on operational excellence and efficiency, including automation and process simplification. You will lead all operational teams, including Customer Care and Plan Management, contributing to PSS and MML Group's success.

Key responsibilities include providing strategic direction, leading operational activities, and creating a high-quality service experience that drives customer advocacy and long-term value. The role involves setting service and commercial KPIs through people and process optimisation, ensuring high NPS, employee engagement, productivity, and retention.

This is an opportunity to transform current operational ways of working, enabling workforce and process optimisation, automation, and business growth. The voice of our participants reinforces everything we do.

Role Responsibilities:

  • Provide exceptional service to customers and providers, supporting business growth.
  • Develop and execute a comprehensive strategic plan aligning with MML and PSS strategy and long-term objectives.
  • Collaborate with cross-functional teams to integrate strategic initiatives into PSS plans and operations.
  • BUILD AND MAINTAIN STRONG COLLABORATIVE RELATIONSHIPS WITH KEY INTERNAL AND EXTERNAL STAKEHOLDERS, PARTNERING TO EFFECTIVELY INFLUENCE AND REALISE BUSINESS GROWTH AND RETENTION OBJECTIVES
  • Drive the translation of strategic goals into actionable and quantitative plans, ensuring clear communication and understanding at all levels within Operations.
  • Monitor and evaluate the effectiveness of strategic initiatives, making data-driven adjustments based on historical trends and performance to strategies and plans as necessary in line with service level metrics.
  • Develop regular executive and board-level strategic updates as to progress of strategic initiatives and business performance against the strategy.
  • LEAD THE OPERATIONS TEAM WITH A FORWARD-THINKING APPROACH, ANTICIPATING FUTURE CHALLENGES AND OPPORTUNITIES, AND PREPARING THE ORGANISATION TO ADAPT AND THRIVE.
  • Accountable for financial budgets, monitoring revenue, margin, and expense performance and initiating corrective action where required.
  • Ensure compliance with legislative, regulatory, and employer policy requirements.

What We Offer:

  • A competitive estimated annual salary of $180,000 - $220,000 AUD.
  • An excellent benefits package, including novated lease benefits and discounts.
  • A flexible/hybrid working arrangement to enhance work-life balance.
  • 12 weeks Paid Parental leave and access to our Parents Portal.
  • Exempt Employee Share Plan.
  • Paid Income Protection Insurance under MML default Super plan.
  • Access to a broad range of learning and development programs.
  • Career break and volunteering leave.
  • Access to Employee Assistance Program and annual Flu vaccination.
  • Lifestyle Rewards program.

We are committed to fostering a culture of diversity, equity, and inclusion. We encourage applications from Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability.

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