Head of Plan Management

Since signing up our first customer in October 2016 Plan and Support Services (PSS) (part of the McMillan Shakespeare Group) has rapidly grown to become Australia’s leading expert in NDIS Plan Management and Support Coordination. At the core of who we are, are our values: We put people first; We demonstrate integrity; We own it; We’re one team.
In your **Head of Plan Management (HOPM) **role, you will be responsible for leading a well-established team and together create a best-in-class invoice acceptance, administration, and disbursement capability within the National Disability Insurance Scheme (NDIS) sector.

Your will lead the PSS payment functions and focus on building a high quality, efficient and compliant invoice processing capability that will see PSS recognised by all stakeholders as the leading Plan Manager within the sector. This includes recognition for payment speed and accuracy, fraud and integrity controls, compliance with the NDIS Quality and Safeguards framework and data management.

Your role will work closely with all areas of the PSS business to deliver optimal outcomes for all customers and business partners of the business.

You will lead a team of 6 direct reports including 99 staff consisting of Plan Supporters, Plan Specialists, accounts, and shared services staff.

**Key responsibilities**:
**Payment Speed and Accuracy**
- Ownership of PSS invoice processing capability to ensure invoices are accepted, administered and disbursed as accurately, efficiently and quickly as possible. This includes the adoption of technology to achieve as close to real time payments as the NDIS system allows. This role will see approximately 3 million invoices processed each financial year within the next 2 years.
- Identify, design and implement improvements through technology and innovation to drive scalability of the PSS platform (salesforce.) This includes leading process redesign activities and developing implementation plans.
- Customer and business partner satisfaction with PSS brands measured by quarterly CSAT and NPS survey results.
- Achieving business efficiency targets built into PSS budgets, including the management of invoice processing. Identifying bottlenecks and resolving them.

**Fraud and Internal Controls**
- Developing anti-fraud strategies and policies and creating a high level of awareness within PSS.
- Reporting identified suspected fraudulent behaviour to the QSC and working with the QSC as required to ensure action taken is appropriate.
- Maintaining a corrective action system to ensure problems are recorded and preventative and corrective actions are identified and implemented effectively and quickly.

**Compliance and the QSC (alongside the Quality and Compliance Team)**
- Liaise with the quality and compliance team to develop, document, and implement policies and procedures in line with the Quality and Safeguards Commission (QSC) framework. Ensure that these policies and business procedures are established, implemented, and understood by all stakeholders.
- Manage the risk and compliance obligations of the PSS payment’s function. Identify and mitigate customer service implications and escalate to SLT Team Members accordingly.
- Maintaining effective relationships with internal and external stakeholders such as the NDIA and QSC.
- Ensuring that all procedures comply with PSS’ QSC obligations, including close monitoring of NDIA and QSC requirements.

**Data Management**
- The collection of important data to demonstrate attainment of PSS key strategic priorities.
- Ensuring management reporting is focused on key strategic priorities of PSS, with a specific focus on gaining increased leverage from the PSS platform.
- Preparing and analysing operational and management reports monitoring the delivery of PSS KPIs.

**Team**
- Key member of the SLT Team - develop, design, and execute service delivery according to the PSS business objectives. This includes building and maintaining effective working relationships with all internal stakeholders, particularly the customer support teams to ensure adequate support.
- Ensure all customer enquiries are resolved in a timeframe that meets customer demands.
- Work in close partnership with all SLT to contribute to meeting business targets and operational deliverables.
- Contribute to business forecasting, budget management and performance with P&L responsibility.

You will bring:

- Proven success in a fast-paced environment
- Previous experience in Service Delivery and Project Management initiatives/activities
- Tertiary qualifications in one of the following: IT, Commerce, Sales, Marketing Management or other technology or business-related discipline is essential.
- CPA or CA - advantageous but not essential
- A strong sense of urgency and decision-making
- Strong commercial acumen
- Exceptional written and verbal communication skills, including strong attention to detail
- Analytical thinking and advanced problem-solving skills
- Ab