Senior Operations Manager

Melbourne Central Towers - Level 19

Operations - Plan Partners


Full time

Posting Date: 24/05/2024

At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand. Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.

Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which includes Federal and State governments and some of the largest public and private sector health and charitable organisations.

An exciting leadership role has arisen in our Plan & Support Services (PSS) business to work across Plan Partners and Plan Tracker - both trusted partners in the management of NDIS (National Disability Insurance Scheme) plans and support coordination.

Your Senior Operations Manager role can be conducted from Melbourne, Brisbane or Sydney.

Your Senior Operations Manager role will be responsible for overseeing the strategic direction and operational execution of the Customer Care and Accounts Teams and have direct accountability for leading Operational Managers to drive operational efficiency and service excellence aligned to NDIS participant goals.

The Role:

Leadership and Strategy

  • Provide leadership and direction to the Operations Managers, ensuring the delivery of high-quality service to customers and providers.
  • Develop and implement operational strategies that support business growth and align with the company’s objectives.
  • Oversee financial budgets, monitor revenue, margin, and expense performance, and initiate corrective actions as required.
  • Ensure compliance with legislative, regulatory, and company policy requirements.
  • Foster a customer-centric culture, delivering unmatched value and extraordinary execution to meet and exceed customer expectations.
  • Lead the Operations leadership team, investing in their management and development to drive business outcomes and contribute to organisational talent and succession planning.
  • Build and maintain strong relationships with key stakeholders, both internal and external, to support business objectives.
  • Drive continuous improvement initiatives in collaboration with the Senior Leadership Team, focusing on synergies across functions.
  • Working closely with Workforce Planning and the Business Analyst, utilise data and insights to inform decisions and execute operational plans in line with strategy.
  • Champion a culture of evidence-based decision making, promoting data literacy and informed decision-making across the team.

Customer Focus

  • Deliver unmatched value to the customer through extraordinary execution, as well as define and reinforce performance standards and operational process standards to ensure customer expectations are met.
  • With demonstrated leadership performance, deliver high quality customer experiences for participants and providers.
  • Customer advocacy and results in a Net Promoter Score consistently at or above the set standard.

People and Culture Leadership

  • Provide ongoing leadership, empowerment, supervision, coaching, support, and feedback to grow potential and address capability gaps (both with individuals and your team).
  • Build effective teams by implementing actions to leverage individual and collective performance of employees in the achievement of a high performing culture.
  • Actively invest personal time into the management and development of the Operations leadership team by building their understanding and effective use of service and commercial levers, at a tactical level, to drive the necessary business outcomes and to ultimately feed into organisational talent and succession planning pools.

You will bring:

  • A minimum 8 years’ experience in leading and managing large operational teams, optimising operations to drive efficiency, quality and customer satisfaction.
  • Demonstrated experience coaching and developing managers, to foster a high-performance culture.
  • Knowledge of best practices in operational processes and continuous improvement methodologies.
  • Knowledge and understanding of NDIS and the disability sector its concepts, trends, legislation and service delivery framework is desirable, but not essential.
  • Tertiary qualifications in Business, Finance or other related discipline preferred, but not essential.

What we can offer you:

  • Our strong people-first culture

  • Flexible/hybrid working to enhance your work/life balance

  • Novated lease benefits and discounts

  • 12 weeks Paid Parental leave and access to our Parents Portal

  • Exempt Employee Share Plan

  • Paid Income Protection Insurance under MMSG default Super plan

  • Access to a broad range of learning and development programs

  • Career break and volunteering leave

  • Access to Employee Assistance Program and annual Flu vaccination

  • Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected.  We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Please note only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks and must provide a valid Working with Children check.

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