Strategic Operations Manager

4 days ago

Melbourne, Victoria, Australia Mable Full time

About Mable

Mable is a leading health-tech company that specializes in transforming home care in Australia through its innovative approach. As a related entity of Mable, HomeMade operates as a separate business, sharing a common vision for self-management.

Job Summary

We are seeking a highly skilled Coordinator Manager to play a key leadership role in supporting internal and independent coordinators across Australia in delivering quality services to Home Care Package recipients with HomeMade.

Key Responsibilities

  • Leadership
    • Supervise, develop, and coach internal and independent coordinators by setting clear performance and service delivery expectations, conducting regular performance evaluations, and providing timely feedback.
    • Engage with and collaborate with cross-functional teams to achieve customer and organization goals.
  • Operational Management
    • Maintain a deep understanding of customer and coordinator needs and experiences across the end-to-end lifecycle.
    • Responsible for the timely and accurate completion of customer service delivery activities completed by coordinators, including onboarding service providers, organizing services for customers in line with their support plan, scheduling reviews with the customer's Support Partner and/or Clinical Nurse, and responding to customer requests/calls.
    • Responsible for ensuring coordinators engage with HomeMade teams in a timely and constructive manner.
    • Responsible for the management and escalation of complex or high-risk customers through the process, including managing the timely resolution and ensuring risks are escalated to the appropriate forums.
    • Responsible for ensuring appropriate support is provided to the Incidents and Complaints team to resolve customer or coordinator feedback and complaints, and incidents.
    • Provide clear and timely communication to coordinators on any changes to processes or procedures.
  • Compliance
    • Responsible for adherence of coordinators to HomeMade policies and procedures as well as Aged Care regulatory requirements.
    • Ensure quality and risk management practices are embedded in the service delivery by coordinators through managing adherence to policies and standard operating procedures.
    • Responsible for embedding a consistent quality assurance program.
  • Strategic Projects and Process Improvement
    • Demonstrate a strong understanding of HomeMade's strategic priorities and how they link to coordinator goals and objectives.
    • Ability to support, engage, and collaborate with multiple stakeholders across the organization to identify and lead the delivery of strategic initiatives.
    • Collaborate with senior management to establish and implement coordinator processes, policies, and objectives.
    • Work with operational and management teams to translate strategies into practical procedures and documents, and train coordinators to deliver accordingly.

Requirements

  • An enthusiastic 'can-do' attitude and the desire to learn.
  • Experience engaging and working with external service providers (vendors).
  • Experience working collaboratively with various internal and external stakeholders to achieve business and service level outcomes.
  • Excellent communication skills and an ability to influence change.
  • Strong problem-solving and decision-making skills.
  • Excellent time-management and organizational skills.
  • Meticulous attention to detail and the ability to spot errors.
  • Confidence using tech systems such as Google Suite, Salesforce, or ability to learn.
  • Reliable and enjoy working autonomously but also as part of a small team.
  • You are resolution-focused.
  • Experience in Aged Care or Home Care Packages is desirable but not essential.

About the Team

You will be joining a team of dedicated professionals who are passionate about making a difference in the lives of our customers. We are a supportive, family-friendly working environment that values diversity and welcomes all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity.

What We Offer

  • A hybrid set-up, allowing you to work from home or in the office, depending on your preference.
  • A supportive, family-friendly working environment.
  • Ongoing career development opportunities.
  • Floating Public Holidays.
  • Volunteer day.
  • Flexi Leave Days.
  • Employee Assistance Program.
  • Improved parental leave.

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