Operations Manager

SHINE ON SUPPORT SERVICES

We're hiring — Operations Manager

LOCATION

Sandgate NSW

HOURS

38 hours per week

SECTOR

NDIS / Disability

START

Negotiable

About the role

Shine On Support Services is a NSW based NDIS provider delivering Supported Independent Living (SIL), community participation and respite services. We're looking for an experienced Operations Manager to lead the operational, compliance and quality functions of the organisation and act as second in charge to the Director.

This is a senior, hands-on role. You will own the operational systems, audit-readiness, HR and continuous improvement of the business, and you will be the operational backbone during a meaningful period of growth.

What you'll be doing

• Leading day-to-day operations, claiming, rostering oversight and operational systems

• Driving NDIS compliance and audit readiness — internal audits, incident management, restrictive practice oversight, policy and procedure development as well as other operational requirements of stakeholders.

• Supporting NDIS Commission recertification audits, including evidence preparation and audit-day participation.

• Leading the operational team — Team Leader(s), Key Worker(s), Roster Coordinator/Administration, accounts and sales/business development— with structured supervision, performance management and coaching.

• Managing the people function: recruitment, onboarding, employment contracts, SCHADS Award interpretation, and workers' compensation.

• Conducting monthly internal audits at our SIL properties, with documented findings and corrective actions.

• Acting up as senior operational leader during the Director's absence, including in-person presence at the level required by the situation.

• Working in close partnership with the Director and leadership on business development, strategic planning and continuous improvement.

Who we're looking forEssential

• Significant senior operational, quality or compliance leadership experience in disability services, NDIS provision or a comparable regulated sector.

• Strong working knowledge of the NDIS Act, NDIS Practice Standards, NDIS Code of Conduct and Commission expectations.

• Demonstrated experience managing audits, incident response and reportable incidents.

• Sound understanding of the SCHADS Award, National Employment Standards and broader workplace law.

• Excellent written and verbal communication skills; high level of IT proficiency.

• Demonstrated people leadership, including performance management.

• Current NDIS Worker Screening Check, NSW Working with Children Check (where applicable) and driver licence.

• Eligibility to be approved by the NDIS Quality and Safeguards Commission as Key Personnel under s 11A of the NDIS Act.

Highly desirable

• Direct SIL, SDA, in-home support or community participation experience.

• Hands-on experience configuring or administering Astalty (or a similar disability CRM).

• Experience supporting or leading an NDIS recertification audit.

• Familiarity with behaviour support and restrictive practice frameworks.

• Policy and procedure development experience.

• Recruitment, onboarding and traineeship knowledge.

What's on offer

• Senior leadership role with genuine ownership of the operational function.

• Five day per week, office based arrangement

• Direct involvement in the strategic direction of the business through a meaningful growth period.

• Collaborative leadership team and supportive working environment.

• Acting-up uplift during periods of Director absence.

• Remuneration commensurate with experience and the Key Personnel scope of the role.

How to apply

Please submit your CV and a brief cover letter outlining your interest in the role and your experience against the essential criteria to ***email_hidden*** or [email protected]

Applications will be reviewed as they are received. Shortlisted candidates will be contacted for an initial conversation, followed by formal interview rounds. The successful candidate will be subject to reference checks and NDIS Worker Screening verification, and will be notified to the NDIS Quality and Safeguards Commission as Key Personnel prior to commencement.

Shine On Support Services is an equal opportunity employer and welcomes applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander people and people with lived experience of disability.