Head of Quality & Service Improvement

Head of Quality and Service Improvement

*Sydney CBD | Senior Leadership Opportunity | Customer, Risk & Governance

*Lead the quality agenda for one of Australia's largest not-for-profit organisations.

Closing date for applications Friday, August 21st, COB

At Uniting NSW.ACT, quality is about far more than compliance. It's about creating safer services, better experiences, and lasting outcomes for the thousands of people who rely on us every day.

We are seeking an exceptional Head of Quality and Service Improvement to lead our enterprise quality function, shaping organisational strategy, influencing executive decision-making, and embedding a culture of continuous improvement across a complex organisation of more than 12,000 employees.

Reporting to the Chief Customer, Risk & Governance Officer, this is a rare opportunity to lead an experienced team, influence enterprise-wide priorities, and ensure quality remains at the heart of everything we do.

About Uniting

Every day, our people work alongside individuals, families, and communities to create positive change. We believe quality is fundamental to delivering safe, respectful, and person-centred services, and we're looking for an outstanding leader to help shape what excellence looks like across our organisation.

The opportunity

As Head of Quality and Service Improvement, you will provide strategic leadership for Uniting's enterprise quality agenda, developing the frameworks, governance, and improvement systems that support safe, high-quality services across the organisation.

Leading and developing a high-performing team of six quality and service improvement professionals, you will build capability within the team and work across Uniting to foster collaboration and strengthen a culture of continuous improvement.

Working closely with Executive leaders and operational teams, you'll ensure quality is embedded into decision-making and translate organisational insights into practical action that improves services for the people we serve.

This is a role for a leader who can think strategically, influence confidently, and deliver meaningful organisational change.

What you'll be responsible for

You'll lead the development and ongoing evolution of Uniting's enterprise Quality Management Framework, ensuring quality systems remain contemporary, effective, and focused on continuous improvement.

Your responsibilities will include:

• Providing strategic leadership for the Quality and Service Improvement function.

• Leading and developing a high-performing team of six professionals, strengthening leadership and technical expertise within the team while building quality improvement capability across the organisation.

• Driving a culture of continuous improvement across multiple service streams.

• Overseeing enterprise continuous improvement registers and governance processes.

• Drawing together insights from complaints, incidents, customer feedback, audit findings and regulatory recommendations to identify systemic trends, emerging risks and improvement priorities, and translate these into practical action at both service and enterprise levels.

• Partnering with Executive and senior leaders to identify opportunities to improve quality, safety, and customer outcomes.

• Strengthening accreditation, licensing, and audit readiness across the organisation.

• Monitoring organisational performance through meaningful quality metrics, reporting, and assurance activities.

• Leading strategic projects and operational improvement initiatives that strengthen governance, improve organisational effectiveness and efficiency.

About you

You are an accomplished senior leader who understands that quality outcomes are achieved by bringing people together around a shared vision.

You combine strategic thinking with practical delivery, build trusted relationships by partnering with teams to resolve quality issues while identifying broader patterns, systemic causes, and priorities. You use evidence to target improvement where it will have the greatest impact, translating insight into practical, efficient, and lasting change.

You'll bring:

• Significant senior leadership experience within a large and complex organisation.

• Extensive experience leading enterprise quality, governance, and continuous improvement function.

• Effective understanding of quality management systems, assurance frameworks, and organisational governance.

• Experience leading accreditation, regulatory compliance, and audit preparedness.

• Strong stakeholder engagement and influencing skills, with the ability to work confidently alongside Executive and senior leader teams.

• Demonstrated success leading organisational change and continuous improvement initiatives.

• Proven experience developing high-performing teams and building organisational capability.

• Strong business acumen and strategic judgement, with the ability to assess matters in the context of the organisation’s strategy, priorities, and operating environment.

• A genuine commitment to improving outcomes for people and the communities we serve.

Experience within healthcare, aged care, disability, community services or another highly regulated environment will be highly regarded.

PDHeadofQualityandServiceImprovement

Why join Uniting?

This is more than a senior leadership position.

It is an opportunity to influence the quality of services delivered to thousands of people across NSW and the ACT while helping shape the future of one of Australia's largest not-for-profit organisations.

Join more than 12,000 employees working together to inspire people, enliven communities, and confront injustice.

 In return, you’ll enjoy:

• A competitive executive salary package aligned to the seniority and impact of the role.

• Access to not-for-profit salary packaging, helping you pay less tax and take home more of your income. Better still, your full annual benefit is available from 1 April 2026, allowing you to maximise your tax savings from the start of the FBT year.

• Fitness Passport, providing discounted access to hundreds of gyms, pools, and fitness facilities across Australia to help you live your best life.

• Additional paid leave options, including the opportunity to purchase extra annual leave.

• Exclusive employee discounts through our U Rewards program.

• Opportunities to strengthen leadership capability and experience and broaden enterprise perspective.

• The chance to do meaningful work every day for an organisation committed to inspiring people, enlivening communities, and confronting injustice.

• A collaborative executive leadership team.

How to apply

Please submit:

• Your current CV.

• A cover letter outlining why this opportunity interests you, what you’ll bring to the role, and why you’d like to contribute to Uniting’s purpose.

If you’d like to have a confidential discussion about the role before applying, please contact Louise Massie, Senior Talent Acquisition Specialist, at *******@uniting.org. 

To ensure every application is managed fairly and consistently, all applications must be submitted through our online careers’ portal. Unfortunately, we cannot accept applications sent directly via email.

Our Commitment

Uniting NSW.ACT contributes to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services, and spiritual care. We provide care and support for people through all ages and stages of life, with a focus on people experiencing disadvantage and vulnerability. Our purpose is to inspire people, enliven communities, and confront injustice.

Uniting is a Child Safe Organisation committed to promoting the safety, wellbeing and inclusion of children and young people.

Empowered by diversity

At Uniting, inclusion isn’t just something we value, it’s how we work. We welcome people from all backgrounds, experiences, and identities and encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, people of all ages, cultural backgrounds, faiths, genders, and sexual orientations.

If you require adjustments to participate in our recruitment process, please let us know.