As the Operations Director, you will take a senior role in overseeing the day-to-day operations, compliance framework, service delivery systems and ongoing development of Western Compassion Care.
You will provide leadership across the organisation and assist in ensuring our services, staff, documentation, systems and operational practices align with the NDIS Practice Standards, NDIS Code of Conduct, organisational policies and procedures, relevant legislation and regulatory requirements.
This position requires someone who can confidently move between strategic leadership and practical operational management.
You will be expected to identify areas requiring improvement, implement solutions, strengthen systems and support managers and staff to maintain high standards across the organisation.
You will also play an important role in preparing the organisation for NDIS audits, responding to compliance requirements and supporting the continued expansion of our services.Key responsibilitiesMaintain a strong understanding of the NDIS Practice Standards, NDIS Code of Conduct and relevant regulatory requirementsEnsure organisational policies, procedures and operational practices remain compliant and currentMonitor compliance across service delivery and operational departmentsIdentify compliance gaps and implement corrective actionsSupport the organisation to maintain appropriate records and evidence of complianceEnsure participant rights, privacy, dignity, choice and control are embedded throughout service deliveryMonitor organisational risks and support effective risk management strategiesLead preparation for NDIS certification and surveillance auditsConduct internal compliance reviews and mock auditsReview participant files, employee files, registers,



policies and operational documentationCoordinate evidence required by NDIS auditors and work with management to implement corrective actionsOversee service delivery operations and support operational managers and team leadersMonitor participant service requirements and ensure appropriate communication between management, support workers, participants and stakeholdersReview operational processes and identify opportunities for improvementEstablish clear responsibilities and accountability across teamsMonitor service quality and operational performanceSupport the resolution of complex operational mattersEnsure participant needs, preferences, goals and support requirements are understood and appropriately documentedEnsure participant feedback is incorporated into continuous improvementProvide leadership and direction to managers and operational staffSupport recruitment and workforce planning and monitor employee compliance requirementsEnsure staff onboarding processes are effective and support staff training and professional developmentDevelop management capability within the organisationEstablish clear expectations regarding performance and accountabilityMaintain and develop the organisation's continuous improvement systemsAnalyse incidents, complaints, feedback and operational trendsIdentify recurring issues and implement preventative strategiesContribute to organisational growth strategies and identify opportunities to strengthen or expand NDIS servicesAssess operational capacity before service expansion and develop scalable systems and processesBuild professional relationships with Support Coordinators,



allied health professionals and other sector stakeholdersDevelop and maintain operational reporting systems and monitor key performance indicatorsProvide regular operational reports to the DirectorsMaintain oversight of incidents, complaints, risks and continuous improvement actionsAbout youPrevious management experience within an NDIS registered providerStrong understanding of NDIS operations, compliance, quality management, audits, service delivery and organisational developmentUnderstanding that operating a successful NDIS organisation requires solid leadership, robust systems, regulatory knowledge, accountability, continuous improvement and an unwavering commitment to delivering safe, high-quality and person-centred supportsGenerous salary package that reflects the seniority, responsibilities and experience required for this positionCompany vehicle provided as part of the employment packageFlexible working arrangements, including opportunities to work from home on suitable daysGenuine leadership position with a real voice within the organisationWork closely with the Directors and senior management teamOpportunity to contribute to important operational, compliance and strategic decisionsFreedom to introduce new ideas and challenge existing processes constructivelyOpportunity to develop policies and systems and strengthen the compliance frameworkProfessional autonomy and trust to take ownership of responsibilities and lead improvementsDirect access to the DirectorsOpportunity for professional growth as the organisation continues to expandCollaborative workplace cultureAttractive end-of-year bonus based on your performanceAbout usWestern Compassion Care is a growing NDIS registered provider organisation.
We are committed to building a bigger, stronger and better organisation while maintaining the quality, compassion and person-centred approach that should sit at the heart of NDIS service delivery.
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📌 Operations Manager (Melbourne)
🏢 Western compassion care
📍 Melbourne