National Care Centre Operations Manager

35 hour working week

Motor vehicle provided

5 weeks’ annual leave

30% staff discount on health insurance

About the role

The National Care Centre Operations Manager is responsible for leading the strategic and operational performance across Westfund's 12 Care Centre locations, ensuring the consistent delivery of exceptional member experiences, operational excellence and commercial outcomes across all locations.

The role provides leadership to Care Centre Team Leaders, driving workforce planning, operational consistency, service quality, employee capability and continuous improvement. Working collaboratively across the organisation, developing and implementing strategies that improve productivity, strengthen leadership capability, optimise resources and support sustainable business growth.

As a visible and values-led leader, the role fosters a high-performing culture built on accountability, coaching, collaboration and member-centric service, while ensuring compliance, governance and workplace safety standards are maintained. The position also represents Westfund through community engagement, corporate partnerships and stakeholder relationships, strengthening the organisation's presence within the communities it serves.

Responsibilities include:

• Drive operational performance by monitoring key performance indicators, identifying trends and implementing improvement initiatives
• Develop and maintain consistent operational policies, procedures and service standards
• Lead workforce planning, resource allocation and capacity management to optimise productivity and meet member demand
• Monitor utilisation, staffing levels and operational performance to ensure resources are effectively aligned with business needs
• Drive continuous improvement initiatives to enhance operational efficiency, member experience and employee effectiveness
• Collaborate with internal stakeholders to implement organisational projects, operational changes and business improvement initiatives
• Ensure compliance with legislative, regulatory and organisational requirements, including workplace health and safety obligations
• Support the development of annual operational plans, budgets and business objectives
• Represent Westfund through corporate partnerships, community engagement activities and stakeholder meetings where required.
• Regular travel across NSW and Queensland Care Centre locations to provide leadership support, drive operational consistency, strengthen stakeholder relationships and maintain a strong on-site presence.

Skills & experience

• Minimum of 10 years leadership experience
• Demonstrated ability to lead, coach and develop high-performing, geographically dispersed teams.
• Proven experience leading multi-site frontline operations and driving operational excellence.
• Strong understanding of operational performance, productivity measures and service delivery frameworks.
• Proven ability to lead organisational change and continuous improvement initiatives.
• Excellent analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
• Strong commercial acumen and the ability to balance operational performance with member outcomes.
• Exceptional communication, presentation and interpersonal skills.
• Highly developed stakeholder management skills, with the ability to influence and collaborate across all levels of the organisation.
• Sound understanding of governance, risk management, compliance and workplace health and safety requirements.
• High level of initiative, resilience and adaptability in a dynamic operational environment.
• Commitment to delivering exceptional member experiences and achieving organisational objectives.

Values & benefits

• 5 weeks annual leave + 17.5% leave loading
• Staff discount on health insurance
• Modern office environment
• Fitness passport available

About us

Westfund is changing the way Australians see private health insurance. We helped to found the industry way back in 1953 and have since grown to become one of the leading not-for-profit private health insurers in the country. Today, we have over 200 employees and locations across NSW and Queensland. We are one of the fastest-growing health insurers in the country, with over 110,000 people trusting us to manage their health.

We’ve got big ideas for the future and are looking for talented and driven people that can help us achieve them.

We’d love to hear from you!

If you are interested, please apply for the position by COB 17 August 2026, or call Fiona Van Der Velden, Human Resources Manager on 0448 839 *** for a confidential discussion.