Operations Manager

About the role
We are seeking an experienced and driven Operations Manager to join our team at Bowen Flexi Care in Bowen, Queensland. As the Operations Manager, you will play a pivotal role in overseeing the day-to-day operations of our Disability organisation, ensuring the smooth and efficient delivery of high-quality services to our participants. This full-time position requires strong leadership, strategic thinking, and a passion for disability management.
What you'll be doing The main objectives of Operations Manager are:
Responsibility for working across the organisation to contribute to operational excellence, efficiencies and growth. Responsibility for overseeing the delivery of NDIS services, ensuring that all participants receive high-quality, person-centred care in line with their NDIS plans. Manage a team of Support Workers, House Leaders, Service Delivery Coordinators, Support Coordinators and Rostering ensuring compliance with NDIS standards and regulations. Play a pivotal role in the success of the organisation by ensuring participant satisfaction, staff performance, and operational efficiency. You will also be responsible for:
Contribution to the strategic planning and development of the organisation, particularly in relation to service delivery and participant care. Develop and implement service delivery strategies that enhance participant outcomes and satisfaction. Work closely with the General Manager to align service delivery with organisational goals. Ensure Senior Leaders of BFC understand the customer service risks that might impact their team and ensure individual staff members understand their own accountability for customer service risks. Ensure all services comply with NDIS guidelines, relevant legislation, and organisational policies. Implement and maintain quality assurance processes, including regular audits and reviews of service delivery. Prepare and submit reports as required, including NDIS compliance documentation and internal performance reports. Engage with external stakeholders, including partner organisations, service providers, and regulatory bodies, to coordinate services, share information, and address any issues. Maintain a professional and collaborative approach in all interactions. Ensure organisational processes, procedures and work instructions in respect of participant services delivery are documented, controlled and communicated effectively. Develop and embed policies, procedures, standards and similar guidance documentation to address day to day operational requirements that support the development and continual improvement of mentors and team leaders. Develop and maintain currency of participant services delivery Register/s for ensuring continuous quality improvement, risk management and compliance. Maintain strong relationships with participants, their families, and other stakeholders to ensure their needs are met and expectations are exceeded. Conduct regular participant reviews and feedback sessions to monitor satisfaction and service effectiveness. Handle complaints and concerns from participants and families, ensuring timely and effective resolution. Maintain clear communication channels with on-call coordinators and other staff to ensure continuity of service delivery outside of regular business hours. Provide updates and handovers as necessary. Lead, mentor, and manage a team of support workers, ensuring they deliver high-quality services that meet organisational and NDIS standards. Conduct regular performance reviews and provide ongoing training and development opportunities for staff. Address and resolve any staffing issues, including performance management and conflict resolution. Oversee the day-to-day delivery of services to NDIS participants, ensuring they are in line with each participant's NDIS plan and goals. Coordinate and allocate resources efficiently to meet participant needs, including rostering and staffing. Participate in the On Call roster if needed. What we're looking for Qualification in human services service delivery or a related field is desirable. Experience in a similar role, implementing, managing and optimising participant services delivery strategies, systems and processes to support organisational objectives, improvement and strategy. A deep awareness and understanding of issues confronting people with disabilities in a home or community setting. Excellent interpersonal and communication skills and the ability to work effectively as a team member. Proven track record of leading and managing teams, particularly in a service-oriented context. Experience in performance management, including conducting appraisals, providing feedback, and addressing performance issues. Proven experience in prioritising and organising workload and a highly organised approach to completing tasks within strict time frames. Analytical skills and conceptual thinking balanced with an eye for detail. Commercial awareness and ability to understand broader business issues. Understanding of budgeting, financial planning, and cost management. Ability to manage resources effectively to achieve financial targets. Ability to demonstrate a high degree of confidentiality and context specific discretion regarding individual privacy. Proven ability to make decisions and work independently and innovatively. Demonstrated experience in writing high level reports, policies and procedures, and correspondence in a timely and effective manner. Excellent knowledge of the National Disability Insurance Scheme Act 2013 and prescribed requirements. Maintaining a current Working with Children Check and a Working with People with a Disability Check as prescribed by the Disability Services Act 2006 and the National Insurance Scheme Act 2013. Experience in using Visual Care (preferred) or willingness to learn. Experience with the latest Microsoft Office Suite, including Microsoft Word, Excel, Access and Outlook. Ability to obtain mandatory requirements e.g. NDIS Worker Screening check/ Blue Card, First Aid and CPR, Drivers Licence, NDIS New worker orientation, NDIS Worker orientation module. What we offer
At Bowen Flexi Care, we are committed to providing our employees with a supportive and rewarding work environment. As the Operations Manager, you will have the opportunity to help shape the future of our organisation and make a meaningful impact on the lives of our participants. We offer a competitive salary, generous benefits, and opportunities for professional development and career advancement. Join our team and be part of a dynamic and innovative healthcare provider.
About us
Bowen Flexi Care is a leading provider of Disability services in the Bowen region. Our mission is to deliver exceptional care and support to our local community, empowering individuals to live their best lives. With a strong focus on innovation and client-centric service, we are committed to staying at the forefront of the Disability industry. As an employer of choice, we value our employees and strive to create a positive and inclusive work culture.
Apply now for this exciting opportunity to become the Operations Manager at Bowen Flexi Care.
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