Job Description

Hinchen Recruitment Group – Sydney CBD NSW

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Help shape the future of home care!
n Our client is a growing, purpose-led organisation operating within Australia's care sector, with a strong focus on delivering better experiences and outcomes for its customers.

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The organisation is investing in its people, systems and ways of working as it continues to grow and evolve. Innovation, customer experience and continuous improvement are central to its approach.

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This is a progressive, fast-paced environment offering the opportunity to be part of an organisation undergoing meaningful growth and transformation, while remaining strongly connected to its broader social purpose.

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We are seeking an experienced Operations Manager to lead a large team of Care/Case Managers and help take its people, performance and customer outcomes to the next level.

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The opportunity
n This is a role for a strong "doer-leader", someone who can set direction, develop leaders and drive accountability, but who is equally comfortable rolling up their sleeves to solve problems, improve processes and navigate complex situations.

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You'll be responsible for:

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- Leading, coaching and developing Team Leaders and building a highly engaged, accountable culture
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- Driving customer experience, retention, package utilisation, service levels, productivity and quality
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- Strengthening performance management, role clarity and accountability
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- Maintaining oversight of care quality, governance, compliance and risk
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- Managing escalations involving complex or high-risk customers
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- Improving processes, systems and ways of working
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- Using data and insights to identify opportunities and improve performance
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- Leading change and bringing people with you
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- Building strong relationships across other business functions
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- Contributing to broader strategic and operational initiatives
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The role provides considerable scope to improve rather than simply maintain the operation – particularly across process improvement,



performance, engagement, quality and accountability.

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About you
n First and foremost, you'll be an accomplished people leader who knows how to lead leaders.
n You'll combine empathy and customer focus with strong operational and commercial thinking and be confident making decisions, setting expectations and having difficult conversations when required.

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Ideally, you'll bring:

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- Leadership experience across aged care, care management or case management
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- Experience leading Team Leaders and sizeable or geographically dispersed teams
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- Robust knowledge of regulated service environments, governance and risk
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- Experience managing KPIs and lifting operational performance
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- Strong change and process-improvement capability
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- Confidence managing complex customer escalations
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- Commercial acumen alongside a genuine customer-first mindset
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- Strong stakeholder influencing and communication skills
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- A practical, resilient and solutions-focused leadership style
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Aged care experience is strongly preferred; however, high-calibre leaders from NDIS, disability, health tech or another highly regulated service environment may also be considered.

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You don't need to be a clinician, this role is about leadership, care-management operations, performance, customer outcomes and continuous improvement.

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Why join?
n This is an exciting opportunity to join a growing organisation undergoing investment and evolution, with a continued focus on strengthening its technology, capability and operating model.
n The culture is contemporary, collaborative and relaxed, with genuine hybrid flexibility

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You'll also enjoy:

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- From $130,000 plus + super
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- A substantial leadership remit where you can make a visible impact
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- Exposure to senior leadership and strategic initiatives
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- The opportunity to influence systems, processes and future ways of working
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- Ongoing career development and potential progression into other Management or broader operational leadership roles
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- The rare combination of purpose, technology, growth and care
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📌 Operations Manager - Care Services (New South Wales)
🏢 Hinchen Recruitment Group
📍 New South Wales