Senior Operations Manager

2 months ago

Chatswood, Australia McMillan Shakespeare Limited Full time
About the Role

We are seeking an experienced Senior Operations Manager to join our Plan & Support Services (PSS) business. As a key member of our leadership team, you will be responsible for overseeing the strategic direction and operational execution of the Customer Care and Accounts Teams.

Key Responsibilities
  • Leadership and Strategy
    • Provide leadership and direction to the Operations Managers, ensuring the delivery of high-quality service to customers and providers.
    • Develop and implement operational strategies that support business growth and align with the company's objectives.
    • Oversee financial budgets, monitor revenue, margin, and expense performance, and initiate corrective actions as required.
    • Ensure compliance with legislative, regulatory, and company policy requirements.
    • Foster a customer-centric culture, delivering unmatched value and extraordinary execution to meet and exceed customer expectations.
    • Lead the Operations leadership team, investing in their management and development to drive business outcomes and contribute to organisational talent and succession planning.
    • Build and maintain strong relationships with key stakeholders, both internal and external, to support business objectives.
    • Drive continuous improvement initiatives in collaboration with the Senior Leadership Team, focusing on synergies across functions.
    • Working closely with Workforce Planning and the Business Analyst, utilise data and insights to inform decisions and execute operational plans in line with strategy.
    • Champion a culture of evidence-based decision making, promoting data literacy and informed decision-making across the team.
  • Customer Focus
    • Deliver unmatched value to the customer through extraordinary execution, as well as define and reinforce performance standards and operational process standards to ensure customer expectations are met.
    • With demonstrated leadership performance, deliver high quality customer experiences for participants and providers.
    • Customer advocacy and results in a Net Promoter Score consistently at or above the set standard.
  • People and Culture Leadership
    • Provide ongoing leadership, empowerment, supervision, coaching, support, and feedback to grow potential and address capability gaps (both with individuals and your team).
    • Build effective teams by implementing actions to leverage individual and collective performance of employees in the achievement of a high performing culture.
    • Actively invest personal time into the management and development of the Operations leadership team by building their understanding and effective use of service and commercial levers, at a tactical level, to drive the necessary business outcomes and to ultimately feed into organisational talent and succession planning pools.
    Requirements
    • A minimum 8 years' experience in leading and managing large operational teams, optimising operations to drive efficiency, quality and customer satisfaction.
    • Demonstrated experience coaching and developing managers, to foster a high-performance culture.
    • Knowledge of best practices in operational processes and continuous improvement methodologies.
    • Knowledge and understanding of NDIS and the disability sector its concepts, trends, legislation and service delivery framework is desirable, but not essential.
    • Tertiary qualifications in Business, Finance or other related discipline preferred, but not essential.
    What We Offer
    • A strong people-first culture.
    • Flexible/hybrid working to enhance your work/life balance.
    • Novated lease benefits and discounts.
    • 12 weeks 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 broad range of learning and development programs.
    • Career break and volunteering leave.
    • Access to Employee Assistance Program and annual Flu vaccination.
    • Lifestyle Rewards program.

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