NDIS Operations & Business Development Lead Position Overview The NDIS Operations & Business Development Leader is responsible for overseeing the efficient delivery of NDIS services while driving business growth, operational performance, participant satisfaction, workforce capability, and continuous improvement.

The role provides leadership across day-to-day operations, participant service coordination, rostering, workforce management, stakeholder engagement, business development, compliance, and quality improvement. The position works closely with participants, families, support workers, allied health professionals, referral partners, and senior management to ensure high-quality, person-centred services.

Key ResponsibilitiesOperations Leadership

- Lead and oversee day-to-day NDIS service operations and service delivery.
- Develop and implement efficient operational processes, systems, and procedures.
- Monitor service performance, productivity, utilisation, and operational KPIs.
- Identify operational risks, service gaps, and opportunities for improvement.
- Ensure effective coordination between participants, support workers, management, and external providers.
- Manage operational issues and escalate complex matters appropriately.
- Support the organisation to deliver consistent, high-quality participant services.

Rostering & Workforce Management
- Lead and oversee staff rostering and workforce coordination.
- Develop efficient rosters based on participant needs, staff availability, skills, qualifications, and service requirements.
- Ensure adequate coverage of participant supports and minimise service disruptions.
- Manage staff leave, cancellations, shift changes, replacements, and urgent staffing requirements.
- Monitor staff attendance, timesheets, shift confirmations, and service delivery.
- Identify workforce shortages and develop strategies to improve staff capacity and retention.
- Support recruitment, onboarding, induction, and workforce planning.
- Monitor staff performance and support a positive workplace culture.
- Ensure appropriate matching of support workers to participant needs and preferences.

Participant & Service Management
- Maintain a strong focus on participant experience, choice, control, dignity, and independence.
- Oversee participant onboarding and commencement of services.
- Monitor participant satisfaction, feedback, complaints, and service outcomes.




- Ensure participant needs and changing circumstances are communicated effectively to relevant teams.
- Support service reviews and identify opportunities to expand or adjust supports.
- Build strong relationships with participants, families, carers, and representatives.

Business Development & Growth
- Develop and implement business development strategies aligned with organisational objectives.
- Identify new business opportunities within the NDIS and disability services sector.
- Build and maintain relationships with referral partners, support coordinators, plan managers, allied health professionals, community organisations, and other stakeholders.
- Develop referral networks and strategic partnerships.
- Identify opportunities to expand participant services and improve market presence.
- Support preparation of proposals, capability statements, presentations, and business development materials.
- Monitor market trends, competitor activity, participant needs, and emerging opportunities.
- Contribute to revenue growth while maintaining a strong focus on quality and participant outcomes.
- Represent the organisation at networking events, industry meetings, community events, and stakeholder forums.

Compliance, Quality & Risk
- Promote compliance with NDIS requirements, organisational policies, procedures, and quality standards.
- Monitor operational compliance and identify areas requiring improvement.
- Support incident, complaint, risk, and safeguarding management.
- Maintain appropriate participant and staff documentation.
- Participate in audits, quality reviews, and continuous improvement activities.
- Ensure operational practices support participant safety, rights, privacy, and dignity.
- Develop and monitor corrective and preventative actions where required.

Financial & Performance Management
- Monitor operational budgets, service utilisation, staffing costs, and financial performance.
- Track key business and operational indicators.
- Identify opportunities to improve efficiency and resource utilisation.
- Monitor service capacity and workforce utilisation.




- Work with senior management on budgeting, forecasting, and business planning.
- Contribute to sustainable business growth and financial performance.

Leadership & Team Management
- Provide leadership, guidance, and support to coordinators, rostering teams, support workers, and administrative staff.
- Establish clear performance expectations and operational priorities.
- Conduct regular team meetings and performance reviews.
- Identify staff training and development needs.
- Encourage accountability, collaboration, communication, and continuous improvement.
- Lead by example and promote a participant-centred organisational culture.

Key Skills & Experience
- Significant experience in NDIS, disability services, community services, healthcare, or a related sector.
- Proven experience in operations management, service coordination, workforce management, or business development.
- Strong understanding of the NDIS environment and participant-centred service delivery.
- Demonstrated experience managing staff rostering and workforce capacity.
- Experience developing referral networks and building strategic stakeholder relationships.
- Strong leadership, communication, negotiation, and relationship-management skills.
- Solid commercial awareness and understanding of business growth.
- Excellent organisational and problem-solving skills.
- Ability to analyse operational and financial data and make informed business decisions.
- Experience with CRM, rostering, client management, payroll, or business management systems.
- Strong understanding of quality, compliance, risk, and safeguarding requirements.

Key Performance Indicators
- Participant satisfaction and service continuity
- Staff utilisation and roster efficiency
- Reduction in unfilled and cancelled shifts
- Participant and service growth
- Referral and partnership development
- Revenue and operational performance
- Staff retention and workforce capacity
- Compliance and audit outcomes
- Incident and complaint management
- Quality improvement and service outcomes

Key Personal Attributes
- Strategic and commercially minded
- Strong people leader
- Participant-focused
- Results-oriented
- Highly organised
- Proactive and solutions-focused
- Excellent communicator
- Strong relationship builder
- Adaptable and resilient
- High level of integrity and accountability

Pay: $67,044.93 – $90,000.00 per year

Work Location: In person

📌 NDIS Operations & Business Development Lead (Harris Park)
🏢 Altido Consulting Services
📍 Harris Park