NDIS Operations Manager

About Us:

At Expert Care Services (ECS), we are dedicated to empowering people with disability to live with dignity, independence, and choice. For over 6 years, we have proudly delivered high-quality NDIS supports across Sydney and regional NSW, guided by compassion, respect, and professionalism.

Position Overview

The NDIS Operations Manager oversees the day-to-day operations of NDIS services, ensuring compliance with the NDIS Quality and Safeguards Commission, maintaining high standards of participant care, and leading a team of managers and staff. This role requires strong leadership, operational management skills, and a deep commitment to person-centred practice. NDIS experience is mandatory.

Key Responsibilities

1. Service Delivery & Compliance

• Ensure services are delivered in line with NDIS Practice Standards and Code of Conduct.
• Lead the managers to make sure all KPIs are met, high quality service delivery,  compliance activities including audits, reporting, and restrictive practice oversight.

2. Leadership & Workforce Management

• Manage, mentor, and supervise service managers, team leaders, and frontline support staff.
• Drive recruitment, induction, training, and performance management processes.
• Develop efficient master rosters and workforce strategies that balance participant needs and staff wellbeing. Support Roster Manager to implement staff and participant compatibility.

3. Participant & Stakeholder Engagement

• Build strong relationships with participants, families, guardians, advocates, and external allied health providers.
• Act as the escalation point for complex issues, complaints, and incidents.
• Promote participant choice, control, and safeguarding in all decision-making.

4. Business, Finance & Reporting

• Oversee budgets, resourcing, and service viability.
• Report operational outcomes and risks to the executive team.
• Identify service growth opportunities and contribute to strategic planning.
• Oversea remote NSW operation and guide, make sure all service delivery has been preformed according to the company standard.

5. Risk Management & Safeguarding

• Ensure participant safety and wellbeing by embedding safeguarding practices.
• Lead reportable incident investigations, risk assessments, and continuous improvement initiatives.
• Make sure reporting team is adhered to report restricted practices weekly.
• Monitor and report compliance breaches to relevant authorities.
• Handle operational crises and develop risk management strategies.

What We're Looking For:

Strong leadership and people management skills – proven ability to inspire, motivate, and guide diverse teams.

Comprehensive knowledge of NDIS standards, compliance, and safeguarding – especially SIL, SDA, restrictive practices, and complex behaviour supports.

High-level communication skills – ability to engage with participants, families, staff, and external stakeholders effectively.

Operational excellence – strong business acumen with skills in rostering, budgeting, and resource management.

Resilience and adaptability – able to remain calm under pressure and manage complex participant and workforce issues.

Ethics and integrity – demonstrated commitment to participant rights, confidentiality, and professional boundaries.

Education: Relevant degree in health services, disability, social work, human services, or business. MBA qualification is preferred.

Experience: Minimum of 5 years in operations management, must be within the NDIS sector.

Skills: Strong leadership, supervisory, coordination, communication, and problem-solving skills. Experience in managing service schedules, rosters, budgets and financial resources.

Attributes: Ability to handle high-stress situations, manage multiple priorities, and maintain compliance and quality standards.

Ability to develop and implement operational policies and procedures.