Head of Operations

Position Description: Head of Operations

Reporting To

Executive General Manager, PeopleSense

Duties/ Responsibilities

Day to Day Operations

· Translate business goals into national operating plans, capacity models, and service level commitments.

· Own frameworks, targets, dashboards, and cadence reviews; proactively address bottlenecks and variance.

· Oversee the administration function in conjunction with the National Administration Manager; including intake, scheduling, reception, and billing coordination to agreed standards and service level agreeements (SLAs).

· Own management workflows, data integrity, and change; drive automation and standardisation.

· Own national utilisation and capacity management across room, customer, and consultant utilisation, working in close partnership with Sales, Account Management, and Clinical leadership to balance commercial performance, access, and clinician sustainability.

· Oversee KPI suites (available slots, utilisation, wait times,

DNAs/cancellations, time‑to‑first‑appointment, referral conversion) and

drive action.

· Identify operational risks; ensure business continuity, data privacy controls, and vendor/service resilience.

· Partner with Finance on forecasting, capacity to demand alignment, and revenue/cost optimisation.

· Meet operational SLAs for EAP and private services; support tenders and renewals with operational models and transition plans.

· Build capability and engagement across operational teams; clarify roles,

succession, and performance expectations.

Compliance & Quality

· Own operational compliance frameworks nationally, ensuring service delivery processes meet regulatory, contractual, and organisational requirements while supporting clinical safety and business continuity.

· Oversee the National Quality Manager in the design and operation of quality systems, audits, assurance activities, and continuous improvement initiatives.

· Ensure quality and compliance processes are embedded into operational workflows and supported by clear governance, reporting, and escalation mechanisms.

· Partner with the Head of Clinical to ensure operational compliance

activities align with agreed clinical standards and governance frameworks.

Change Management & Delivery

· Provide executive sponsorship and oversight of national operational change initiatives, ensuring disciplined delivery, appropriate resourcing, and alignment with business priorities.

· Lead national operational change initiatives through structured change management approaches that support clear communication, stakeholder engagement, and minimal disruption to service delivery.

· Oversee the National Project Lead to ensure projects are delivered on time, within scope, and with clear ownership for benefits realisation and operational adoption.

· Ensure operational changes are supported by appropriate training, documentation, and readiness activities so teams are equipped to adopt new systems, processes, and ways of working.

· Monitor adoption and effectiveness of changes, and address resistance, risks, or unintended impacts on utilisation, access, quality, or client

experience.

Other duties

· Undertake special projects as required in support of organisational

priorities and leadership decision‑making.

· Undertake other duties as required that are consistent with the scope, seniority, and responsibilities of the role.

Role Requirements

Qualifications, Registrations & Checks

· Relevant tertiary qualification in business, operations, health administration or related discipline (or equivalent experience).

· Compliance with contractual or statutory checks as applicable (e.g., National Police Check, where required).

Experience

· Demonstrated senior leadership of multi‑site operations in health,

psychology, or professional services.

· Comfort with compliance contexts (privacy, information security, client contractual obligations).

· Proven utilisation and capacity management in a service‑based

environment.

· Experience leading national administration/intake/scheduling functions to measurable SLAs.

· Implementing or optimising practice management or scheduling systems at scale.

· Building and executing dashboards and performance rhythms that change behaviour.

· Demonstarted experience executing complex operational change across dispersed teams.

Technical Skills

· Advanced data literacy: cohort analysis, variance analysis, demand/supply modelling.

· Process design and continuous improvement.

· Strong grasp of privacy and data handling standards in healthcare contexts.

Personal Attributes

· Execution‑orientation; brings clarity, cadence, and accountability.

· Influential and collaborative; balances pace with stakeholder buy‑in.

· Commercially astute; manages trade‑offs without compromising client experience or clinician safety.

· Structured problem‑solver; thrives in ambiguity and complexity.