Franchise Support Manager jobs

About the Role

We are seeking an experienced and highly motivated Operations Manager to oversee the day-to-day operations of our disability services. This leadership role is responsible for ensuring operational excellence, regulatory compliance, staff performance, participant satisfaction, and sustainable business growth.

The successful candidate will work closely with senior management to develop and implement operational strategies, manage service delivery, support workforce development, and ensure the organisation consistently meets NDIS requirements and participant expectations.

Key Responsibilities

• Oversee daily operations across all disability support programs and services.
• Ensure compliance with NDIS Practice Standards, NDIS Code of Conduct, and relevant legislation.
• Lead, mentor, and manage support coordinators, team leaders, support workers, and administrative staff.
• Develop and implement operational policies, procedures, and systems.
• Monitor service quality, participant outcomes, and organisational performance.
• Manage participant onboarding, service agreements, incident reporting, and risk management processes.
• Support workforce planning, recruitment, onboarding, training, and staff retention initiatives.
• Conduct performance reviews and implement continuous improvement strategies.
• Ensure accurate documentation, reporting, and record-keeping requirements are maintained.
• Collaborate with participants, families, stakeholders, and external service providers.
• Manage budgets, operational costs, and resource allocation effectively.
• Identify opportunities for business growth, service expansion, and operational efficiencies.
• Lead audits, quality assurance activities, and NDIS Commission compliance requirements.
• Monitor participant satisfaction and implement service improvement initiatives.

Skills & ExperienceEssential

• Minimum 3 years' experience in an Operations Manager, Service Manager, or Senior Leadership role within the disability, community services, aged care, or health sector.
• Strong understanding of the NDIS, NDIS Practice Standards, and NDIS Quality and Safeguards Commission requirements.
• Demonstrated experience managing teams and leading operational functions.
• Knowledge of participant-centred service delivery models.
• Experience managing compliance, risk, incidents, and quality systems.
• Strong financial management and budgeting skills.
• Excellent communication, leadership, and stakeholder engagement abilities.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• High-level organisational and time management skills.

Desirable

• Qualifications in Business Management, Community Services, Disability Services, Health Management, or a related field.
• Experience working within a registered NDIS provider environment.
• Knowledge of SCHADS Award and workforce management practices.
• Experience with NDIS software systems and CRM platforms.
• Understanding of Supported Independent Living (SIL), Community Participation, Support Coordination, and other NDIS-funded supports.

Requirements

• Current National Police Check.
• NDIS Worker Screening Clearance.
• Current Working with Children Check (where applicable).
• Current Driver's Licence.
• Full Australian working rights.

What We Offer

• Competitive salary package.
• Career progression opportunities within a growing organisation.
• Supportive leadership team and positive workplace culture.
• Opportunity to make a meaningful impact in the lives of people living with disability.
• Ongoing professional development and leadership training.
• Flexible working arrangements where applicable.

If you are a driven and experienced leader who is passionate about delivering exceptional disability services and driving operational excellence, we encourage you to apply.

Pay: $65,371.76 – $110,622.92 per year

Benefits:

• Visa sponsorship
• Work from home

Work Location: In person