Service Delivery and Operations Manager - Dayshift Remote

14 hours, 10 minutes ago
Contract
Lead
Operations
D2B

D2B

D2B specializes in connecting Australian businesses with top offshore talent, facilitating the hiring process to help companies scale efficiently and effectively.

Professional Services

Description

  • Ensure full support coverage for scheduled participants and resolve staffing disruptions promptly.
  • Review daily rosters to verify staff deployment, worker-participant matching, and credentials.
  • Manage after-hours and on-call escalation processes to maintain service continuity.
  • Optimize rosters, labour costs, overtime, and staffing expenses within budget.
  • Maintain person-centred, safe service delivery aligned with participant support plans.
  • Resolve participant and family complaints and maintain communication with families, guardians, and Support Coordinators.
  • Partner with sales and business development teams to assess capacity and onboard new participants safely.
  • Lead, mentor, performance-manage, and train Team Leaders and frontline support workers.
  • Maintain NDIS compliance, audit-ready records, staff screening, certifications, and worker credentials.
  • Lead incident management, operational reporting, performance analysis, and improvement planning.

Requirements

  • At least 2 years of operational management experience in the Australian NDIS, disability, or community care sector.
  • Working knowledge of NDIS Quality and Safeguards Commission rules, NDIS Practice Standards, and mandatory reporting requirements.
  • Experience managing high-volume rosters, shift-fill rates, and distributed frontline care teams.
  • Knowledge of NDIS Worker Screening Checks, Working with Children Checks, and First Aid/CPR requirements.
  • Ability to balance person-centred care with budget targets, labour-cost control, and operational efficiency.
  • Demonstrated ability to proactively identify and resolve operational issues independently.
  • Strong judgment when managing incidents, coverage shortages, and operational bottlenecks under pressure.
  • Clear written and verbal communication skills for reporting to executives, participants, families, and regulators.
  • Experience managing multi-entity or federated operations (preferred).
  • Familiarity with ShiftCare, CareLink+, Deputy, Employment Hero, or similar care management and rostering software (preferred).

Benefits

  • Salary of Php 80,000 to Php 100,000 per month.
  • Australian working hours and holidays.
  • Full-time independent contractor arrangement.

Interested in this position?

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