Business Operations Support Lead

Behind every customer whose life is transformed, there is infrastructure that works with systems that support, processes that enable, and financial mechanisms that flow seamlessly. This is where operational excellence meets human impact.

This position sits at the intersection of financial coordination, systems optimisation, customer service excellence, and property management. Working alongside the CEO and Senior Service Coordinator, this role shapes how the organisation functions, grows, and delivers on its mission.

The scope is broad by design: NDIS funding management, process improvement, project delivery, team leadership, and the coordination of property matters that ensure participants have quality homes.

About the Role

This role exists in the dynamic environment of NDIS service delivery, where policy shifts, funding frameworks evolve, and customer needs require adaptive and innovative thinking. The work demands someone who can manage NDIS budgets and invoicing with precision, optimise software platforms and data systems, lead process improvement initiatives, coordinate property sourcing and tenancy matters, and guide a small team of reception and service administration staff, all while maintaining the human focus that defines community disability support.

NDIS funding management requires both technical accuracy and strategic thinking. Systems coordination involves working across multiple platforms to identify inefficiencies and design more effective solutions. Property management adds another dimension: managing rental applications, overseeing tenancy agreements, coordinating maintenance and inspections, and ensuring compliance. Customer service threads through everything, supporting participants, liaising with stakeholders in explaining funding eligibility, and ensuring that operational excellence translates to positive participant experiences.

This is problem-solving work that requires analytical capability and breaking down complex situations, identifying root causes and using data to inform decisions, as well as developing solutions that are both ideal and practical within real-world constraints of budget, timeline, and resources.

What makes the role attractive

• Variety: Financial, systems, project, and leadership responsibilities
• Impact: Direct influence on organisational efficiency and participant outcomes
• Autonomy: High degree of ownership over systems and processes
• Growth: Broad skill development across operations, finance, systems, and leadership
• Challenge: Complex problem-solving requiring both technical and interpersonal skills
• Stability: Critical infrastructure role, essential to ongoing operations
• Values alignment: Supporting MWCLA's mission through operational excellence
• Team: work with a collaborative multi-disciplinary team that prides itself on its values-driven culture

Who will succeed

• Define and manage work priorities within business-critical parameters and follow through with action.
• Work autonomously on complex problems while knowing when to escalate.
• Partner effectively with the MWCLA Senior Service Coordinator and the broader team.
• Coordinate across multiple internal and external stakeholders with clarity, respect, and accountability.
• Maintain accuracy and compliance in all financial and administrative processes.
• Bring calm, considered judgment to ambiguous or high-pressure situations.
• Navigate and adapt to ongoing NDIS policy changes with agility and openness.
• Continuously learn as systems, requirements, and contexts evolve.
• Demonstrate a high level of curiosity and desire to develop a deep understanding in all aspects of the role

Analytical and decision-making skills

• Break down complex problems into manageable components.
• Identify root causes rather than treating symptoms.
• Use data to inform decisions, validate hypotheses, and recognise patterns and trends.
• Develop and assess multiple solution options with pros and cons.
• Balance ideal outcomes with practical constraints of budget, time, and resources.
• Consider stakeholder impacts and potential unintended consequences.
• Make informed decisions even with incomplete information and escalate where CEO input is required.
• Take initiative and ownership of decisions, document rationale, and learn from outcomes.
• Adjust approaches when results differ from expectations, learning quickly from experience.

The technical expertise you bring

• Certificate IV Business or equivalent or significant experience (5-7 years) in a similar/related role.
• Demonstrated knowledge and understanding of the disability sector and NDIS
• Knowledge of NDIS Quality and Safeguarding Commission Standards and/or commitment to undertake relevant training and research
• Commitment to continuous quality improvement, always seeking more effective and efficient ways to deliver services and support, and improve on customer and worker experience.
• Highly developed information technology skills
• Deep NDIS knowledge - expertise in funding management, interpreting plans and understanding funding categories, pricing guidelines, and compliance requirements. Someone who understands how the scheme works and how it changes.
• Financial administration capability - comfortable with budgets, invoicing, fund allocation, financial tracking, and the reconciliation work that ensures funds are accounted for and correctly applied.
• IT systems and technology fluency - able to learn new platforms quickly, optimise existing systems, manage databases, extract meaningful reports, and identify where technology can eliminate inefficiency.
• Analytical and process improvement mindset - capable of examining how things work, spotting what could work better, designing solutions, and implementing change while bringing people along.
• Commercial and operational acumen - understanding business fundamentals, recognising priorities, managing competing demands, and making sound decisions with available information.
• People and communication skills - able to supervise a small team, collaborating across the organisation, engaging with participants and families, communicating with external providers, and representing MWCLA professionally.
• Property coordination capability - managing the practical realities of managing rental applications and tenancy agreements, coordinating inspections and maintenance, updating property registers, managing insurance claims, and ensuring compliance.

Who will love working with us?

MWCLA is a local, community-focused organisation with a values-driven culture. The team is collaborative. Communication is direct across all levels. People who put their hand up are valued. Those who can balance operational efficiency with human impact will find their home here.

The Invitation

Please click the 'Apply' button and include the following in your application:

1. A Current Resume
2. A Cover Letter addressing Key Selection Criteria. Please be specific about your experience, using the STAR method, to demonstrate your capability across the key objectives of the role. Please note that applications that do not address all selection criteria will not be progressed. A maximum of 4 pages.

Key Selection Criteria

1. Describe a complex NDIS funding scenario you have managed that required both technical accuracy and problem-solving capability.
2. Provide an example of a significant process improvement of a systems optimisation project you have led or substantially contributed to.
3. Describe a situation where you had to solve a complex problem relating to a data error that affected billing or payroll. How did you identify the root cause and resolve the issue.
4. Provide an example of a challenging customer service situation in an NDIS services context where you had to balance technical requirements (such as funding constraints, compliance, or policy limitations) with customer needs and expectations.
5. Describe your experience with property management and coordination, tenancy issues, and navigating the complexities in the disability services or community housing context.
6. The NDIS policy landscape, technology platforms, and operational requirements evolve constantly. Provide a detailed example of how you have adapted to changes in policy, systems, and organisational direction.
7. Describe your experience leading a small team. Explain your leadership approach and philosophy, and how you create a values-led, positive team culture whilst maintaining accountability and high delivery standards.
8. Explain what draws you to this role and our organisation specifically.

This role will be advertised for up to 30 days, unless a suitable candidate is appointed prior. We reserve the right to close the ad at any time.

Role available immediately.

Candidates progressing to the next stage will be contacted.

An appointment is subject to having full working rights and undertaking or having valid mandatory checks and certificates, such as NDIS Worker Screening Check, Working with Children's Check, National Police Clearance, and NDIS Worker Orientation Module. Where possible, we encourage you to gather these before your interview, should you progress through the phone screen stage.

We are committed to diversity and inclusion. We encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, and people from all backgrounds.