Operational Manager

About the Role

Reporting directly to the CEO, you will be responsible for managing the day-to-day operations of the organisation while leading business development initiatives to increase referrals, onboard new NDIS participants and expand service delivery.

This role requires someone who is equally comfortable solving operational challenges, building relationships with stakeholders, and identifying new growth opportunities.

Key Responsibilities

Operations Management

• Manage daily NDIS operations and service delivery.

• Ensure compliance with the NDIS Practice Standards and Quality & Safeguards Commission requirements.

• Oversee participant onboarding, service agreements, care planning and service delivery.

• Supervise Support Coordinators, Support Workers and Administration staff.

• Monitor participant outcomes and service quality.

• Develop and implement operational policies and procedures.

• Manage incidents, complaints and risk management processes.

• Prepare operational reports for management.

• Improve systems, workflows and business processes.

• Ensure compliance with privacy, WHS and safeguarding requirements.

Business Development

• Develop and implement strategies to grow the participant base.

• Build strong referral networks with:

  • Hospitals

  • Rehabilitation facilities

  • Allied Health Professionals

  • Support Coordinators

  • Local Area Coordinators (LACs)

  • Plan Managers

  • Community Organisations

  • Government agencies

• Generate new business opportunities.

• Identify market opportunities for new NDIS services.

• Conduct presentations and networking events.

• Manage digital marketing initiatives.

• Develop strategic partnerships.

• Increase brand awareness across NSW.

• Prepare business development plans and growth forecasts.

Client Acquisition & Onboarding

You will take ownership of participant growth by:

• Meeting referral targets.

• Conducting intake interviews.

• Preparing service agreements.

• Coordinating onboarding.

• Building relationships with participants and families.

• Managing enquiries from referral partners.

• Maintaining a high conversion rate from enquiry to active participant.

Leadership

• Lead and mentor multidisciplinary teams.

• Foster a positive organisational culture.

• Recruit, train and develop staff.

• Conduct performance reviews.

• Promote continuous improvement.

Essential Selection Criteria

Applicants must demonstrate:

• Minimum 3 years' experience in NDIS operations.

• Proven experience in business development within the disability sector.

• Demonstrated success in onboarding NDIS participants.

• Strong knowledge of:

  • NDIS legislation

  • NDIS Practice Standards

  • NDIS Quality & Safeguards Commission requirements

  • Support Coordination

  • SIL

  • Community Participation

  • Capacity Building supports

• Excellent stakeholder engagement skills.

• Strong leadership and people management experience.

• Excellent communication and negotiation skills.

• Ability to develop business strategies and achieve growth targets.

• High level organisational and problem-solving skills.

• Strong report writing and analytical skills.

Desirable

• Existing referral network within the disability sector.

• Experience with CRM preferably Shift care and NDIS management systems.

• Marketing and digital business development experience.

• Experience establishing new NDIS services.

• Qualifications in Business, Health, Community Services, Social Work, Nursing or a related discipline.

Key Performance Indicators (KPIs)

The successful applicant will be expected to achieve measurable outcomes, including:

• Growth in active NDIS participants.

• Number of new participants onboarded each month.

• Increase in referral partnerships.

• Revenue growth.

• High participant satisfaction.

• Compliance with NDIS Practice Standards.

• Staff retention and engagement.

• Operational efficiency improvements.

Why Join NWC?

• Opportunity to lead a growing NDIS organisation.

• Genuine influence over organisational strategy.

• Supportive executive leadership.

• Career progression opportunities.

• Performance-based incentives.

• Professional development.

• Flexible working arrangements.

• Make a meaningful difference in people's lives.

How to Apply

Please submit:

• Cover Letter

• Resume

• Two professional referees

In your cover letter, please include examples of:

• The number of NDIS participants you have successfully onboarded.

• Business development initiatives you have led.

• Referral partnerships you have established.

• Revenue growth you have achieved.

• Operational improvements you have implemented.

• Your experience managing NDIS compliance.