About the Role

Good Shepherd Support Services is a growing NDIS provider seeking an experienced Operations Manager to lead the operational engine of our organisation. This is a newly created role that combines strategic operational leadership with hands-on people management — sitting at the intersection of service delivery, workforce management, compliance, and organisational performance.

You will be providing end-to-end oversight of how our team is recruited, onboarded, rostered, supported, and retained — while keeping our systems, compliance registers, and NDIS obligations running smoothly. This is a role for someone who thinks like a leader but isn't afraid to roll up their sleeves.

Key Responsibilities

We're being upfront about the challenges this role exists to solve. If these sound familiar, you're probably exactly who we need.

• Rostering ownership — Master rosters need to be published on time, every time, aligned to participant plans and budgets before they go live. You'll set the standards, own the timelines, and build the accountability structures so this runs consistently — including clear on-call protocols that stop last-minute changes derailing the team.

• NDIS funding & budget oversight — Move the organisation from reactive monthly reconciliation to proactive daily oversight. Ensure funding categories — including SIL and irregular supports — are applied correctly and consistently, and that participant budgets are monitored before problems occur, not after.

• Billing accuracy — Own the billing cycle end-to-end and close the gap between rostering and billing. Ensure claims are accurate, compliant and submitted on time, with clear handover processes between functions.

• Processes & SOPs — Right now, too much operational knowledge lives in people's heads. You'll document how things should work, create clear escalation pathways, and build a team that knows exactly what to do and who to go to — no more mysteries.

• Frontend & backend alignment — Bridge the communication gap between service delivery and back-office operations. Ensure funding changes, roster updates and operational decisions flow clearly between teams without information falling through the cracks.

• Team capability & reducing key-person risk — Train Team Leaders and rostering staff so operational knowledge is shared across the team. The business shouldn't rely on any one person to hold things together — you'll fix that.

• Compliance — Keep the organisation audit-ready across NDIS Practice Standards, incident management and Commission requirements.

Operational Leadership & Strategy

• Lead and continuously improve operational systems, workflows, and internal processes

• Act as the primary liaison between the Service Manager, Team Leaders, Scheduling, and Accounts — ensuring seamless cross-functional communication

• Identify operational risks and inefficiencies and drive solutions before they escalate

• Monitor KPIs and operational metrics, reporting insights to senior leadership

• Oversee the implementation of policies and procedures across the organisation

Workforce Planning & Scheduling

• Apply SCHADS Award knowledge to guide rostering decisions, resolve Award interpretation queries, and support scheduling accuracy

• Collaborate with the Scheduling team to ensure adequate, compliant, and cost-effective staffing coverage

• Monitor leave, availability, and workforce capacity to prevent service disruption

NDIS Compliance & Quality

• Ensure organisational compliance with the NDIS Practice Standards and NDIS Code of Conduct

• Lead preparation for NDIS audits — collating evidence portfolios, identifying compliance gaps, and coordinating corrective actions

• Maintain operational and compliance registers, ensuring accuracy and currency

• Support incident management processes and reportable incident obligations

• Keep abreast of NDIS legislative and regulatory changes and update internal practice accordingly

Finance & Administration Oversight

• Liaise with Accounts to support budget monitoring, payroll accuracy, and financial reporting

• Oversee procurement and office/operational resource management

• Manage contracts, service agreements, and supplier relationships relevant to operations

What We're Looking For

Essential Requirements

• Trustworthy, ethical and empathetic is our number 1 requirements for the role.

• Ready to grow with a medium-sized business.

• Fresh and open-minded to new ideas to better our service delivery and NDIS sector

• Team player

• Demonstrated experience in an Operations Manager, Senior Coordinator, or similar leadership role

• Solid, working knowledge of the SCHADS Award — non-negotiable

• Background in disability services, aged care, or the broader community services sector

• Proven ability to lead, develop, and motivate a team

• Experience maintaining compliance frameworks in a regulated environment

• Confident, warm communicator who can connect people, resolve conflict, and build trust

• Detail-oriented with exceptional follow-through and accountability

Highly Regarded

• NDIS framework knowledge and direct experience in audit preparation

• Experience with rostering, scheduling systems, or workforce planning tools

• Payroll support or data management experience

• Relevant qualifications in Business Administration, Human Resources, or Management

The Person You Are

• A calm, grounded leader — you don't rattle easily under pressure

• Energising and positive — you raise the team without needing a title to do it

• Consistent and reliable — you do what you say you'll do, every time

• Deeply values-driven — you care about the people we support and the staff who support them

• A problem-solver who can see the big picture and manage the details simultaneously

What We Offer

• A newly created senior role with genuine influence over how the organisation operates

• A supportive, purpose-led team who will back you

• Genuine work-life balance with hybrid WFH flexibility

• A role where your leadership is visible, valued, and recognised every day

• Real opportunity to grow with an expanding NDIS provider

Qualifications & Experience

• Bachelor's degree in Human Resources, Business Administration, Management, or a related field (or equivalent experience)

• Minimum 3 years' experience in operations, HR, or service coordination — with at least 2 years in a leadership or management capacity

• Demonstrated knowledge of the SCHADS Award and relevant employment legislation

• Experience in the disability, aged care, or community services sector

• Proficiency in Microsoft Office Suite; experience with HR or scheduling platforms advantageous

• Current NDIS Worker Screening Clearance (or willingness to obtain)

How to Apply

Click Apply and send us your resume along with a cover letter telling us:

• Why this role and why Good Shepherd Support Services

• Your experience with the SCHADS Award and NDIS compliance

• How you lead a team and what your management style looks like in practice

We review applications as they come in — don't wait.

Good Shepherd Support Services – People. Purpose. Progress.