Operations Lead

Company Description
- ** Welcome to Ability Action Australia**

We are a national therapy services provider. Every day and in many ways, we are here to help NDIS participants - children, adolescents and adults - get more out of life. Our work is much needed, vitally important and life-changing for our clients and their families.

**Job Description**:
This position is a pivotal senior role, leading our Customer Care business, focused on delivering effective and efficient, customer focused service to all stakeholders, and to support Ability Action Australia achieve its purpose to help NDIS participants to get more out of life today.

We are looking for someone to work with us to help us achieve our vision of a streamlined and high value, customer centric team that ensures we deliver service excellence for our participants at every step in their Journey with Ability Action Australia.

On a daily basis, you will:

- Work closely and collaboratively with the Ability Action Australia leadership team to ensure business KPI’s are met
- Support team leaders to develop teams with a high performance and service excellence culture, that demonstrates accountability, independence, and a true partnership approach in all their activity
- Establish, implement and drive a business strategy focused on positive staff engagement, performance outcomes and participant centricity
- Deliver visible daily outputs and results that ensures a positive participant experience from intake through to service delivery
- Provide strong people management support and develop strategies to proactively manage performance against KPIs

Build and manage relationships with internal and external stakeholders to promote repeat and cross referrals

**Qualifications**:
To be able to deliver on our vision we are looking for individuals with the following skills and experience
- Background in a health business or related role
- A sound understanding of person-centred thinking, the principles of the NDIS and the National Disability Service Standards, with experience working within the NDIS and/or disability sector (Desirable)
- Experience in delivery of similar services in a like role
- Experience leading fast paced, process driven businesses that deliver quality outputs in line with customer requirements
- Track record for successfully driving change in a rapidly growing environment
- Ability to drive business objectives in a collaborative and time efficient manner
- Strong commercial acumen and experience achieving business outcomes
- Demonstrated experience leading successful teams
- Customer service focused with experience building and managing strategic partnerships
- Demonstrated high level verbal and written communication skills - capacity to liaise with multiple external and internal stakeholders, negotiating and understanding requirements and converting into deliverables

Additional Information

In joining our team you will benefit from a competitive remuneration package, fantastic career growth opportunities across Ability Action Australia and our parent company MedHealth, Flexibility and the opportunity to work from home. We also offer a supportive and collaborative culture designed to foster flexible thinking and initiative with the ability to contribute and shape the future of our organisation.

We are an Equal Opportunity Employer, proudly welcoming people living with a disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.

When you join MedHealth, we want you to bring your whole self to work - and we value your unique contribution. MedHealth is committed to providing a safe and healthy work environment for all staff. As a result, all commencing workers are required to be up to date with COVID-19 vaccinations or have a valid contraindication medical certificate in accordance with the ‘Public Health (COVID-19 Vaccination of Healthcare Workers) Order 2021’._ When you join Ability Action Australia, we want you to bring your whole self to work - and we value your unique contribution._