General Manager – NDIS | Ballarat & Bendigo

The Support People is seeking an experienced General Manager to lead the day-to-day operations, performance and sustainable growth of our organisation.

This is a senior leadership role reporting directly to the CEO, with responsibility for leading our Support Coordination, Client Services, Human Resources and Administration functions.

The successful candidate can be based from either our Ballarat or Bendigo office, with regular travel between locations as required.

About the Role

As General Manager, you will be accountable for ensuring each operational department performs to agreed standards, achieves its KPIs and delivers high-quality outcomes for participants.

You will lead and develop our Team Leaders and HR & People Coordinator, drive accountability across the organisation and work closely with the CEO to implement the strategic direction of The Support People.

Key responsibilities include:

• Lead the day-to-day operations of the organisation.
• Ensure Support Coordination, Client Services and HR teams achieve agreed KPIs and organisational performance targets.
• Lead, coach and develop Team Leaders and senior staff.
• Build a positive, accountable and high-performing workplace culture.
• Monitor organisational performance and implement corrective actions where targets are not achieved.
• Drive workforce utilisation, participant retention, referral conversion and service quality.
• Ensure operational systems, documentation and processes support accurate and timely billing.
• Lead recruitment, workforce planning and employee performance management.
• Oversee complaints, incidents, operational risks and continuous improvement activities.
• Maintain audit readiness and support compliance with the NDIS Practice Standards.
• Prepare and present operational performance reports, KPI outcomes and organisational risks to the Committee of Management.
• Identify opportunities for participant growth, new services, referral partnerships and operational efficiencies.
• Develop and implement operational and departmental plans aligned with the organisation’s Strategic Plan.
• Work closely with the CEO on the long-term growth and direction of the business.

About You

You will be an experienced operational leader who is comfortable managing people, performance and change.

You will bring:

• Proven experience in a senior operational management, General Manager or similar leadership role.
• Demonstrated experience leading multidisciplinary teams and developing high-performing leaders.
• Strong understanding of operational performance management and organisational KPIs.
• Excellent leadership, coaching and decision-making skills.
• Strong communication and stakeholder management capabilities.
• Experience managing change and implementing continuous improvement.
• Strong analytical and problem-solving skills.
• Knowledge of the NDIS, disability, health or community services sector will be highly regarded.
• Tertiary qualifications in Business, Management, Health, Human Services or a related discipline are desirable.

What We Offer

• Full-time General Manager position.
• $65.00 per hour plus superannuation.
• Executive Performance Reward Program linked to organisational performance and profit growth.
• Genuine operational autonomy within an established governance structure.
• Direct working relationship with the CEO.
• Participation in Committee of Management meetings.
• Opportunity to lead and strengthen an established team across Ballarat and Bendigo.
• The opportunity to play a key role in the continued growth of a regional NDIS provider.

If you are an experienced leader who enjoys developing people, improving operational performance and building strong services, we would like to hear from you.