About Us:

At Expert Care Services (ECS), we are dedicated to empowering people with disability to live with dignity, independence, and choice. For over 6 years, we have proudly delivered high-quality NDIS supports across Sydney and regional NSW, guided by compassion, respect, and professionalism.

Position Overview

The NDIS Operations Manager oversees the day-to-day operations of NDIS services, ensuring compliance with the NDIS Quality and Safeguards Commission, maintaining high standards of participant care, and leading a team of managers and staff. This role requires strong leadership, operational management skills, and a deep commitment to person-centred practice. NDIS experience is mandatory.

Key Responsibilities

1. Service Delivery & Compliance

Ensure services are delivered in line with NDIS Practice Standards and Code of Conduct.

Lead the managers to make sure all KPIs are met, high quality service delivery, compliance activities including audits, reporting, and restrictive practice oversight.

2. Leadership & Workforce Management

Manage, mentor, and supervise service managers, team leaders, and frontline support staff.

Drive recruitment, induction, training, and performance management processes.

Develop efficient master rosters and workforce strategies that balance participant needs and staff wellbeing. Support Roster Manager to implement staff and participant compatibility.

3. Participant & Stakeholder Engagement

Build strong relationships with participants, families, guardians, advocates, and external allied health providers.

Act as the escalation point for complex issues, complaints, and incidents.

Promote participant choice, control, and safeguarding in all decision-making.

4. Business, Finance & Reporting

Oversee budgets, resourcing, and service viability.

Report operational outcomes and risks to the executive team.

Identify service growth opportunities and contribute to strategic planning.

Oversea remote NSW operation and guide, make sure all service delivery has been preformed according to the company standard.

5. Risk Management & Safeguarding

Ensure participant safety and wellbeing by embedding safeguarding practices.

Lead reportable incident investigations, risk assessments, and continuous improvement initiatives.

Make sure reporting team is adhered to report restricted practices weekly.

Monitor and report compliance breaches to relevant authorities.

Handle operational crises and develop risk management strategies.

What We’re Looking For:

Strong leadership and people management skills – proven ability to inspire, motivate, and guide diverse teams.
Comprehensive knowledge of NDIS standards, compliance, and safeguarding – especially SIL, SDA, restrictive practices, and complex behaviour supports.
High-level communication skills – ability to engage with participants, families, staff, and external stakeholders effectively.
Operational excellence – strong business acumen with skills in rostering, budgeting, and resource management.
Resilience and adaptability – able to remain calm under pressure and manage complex participant and workforce issues.
Ethics and integrity – demonstrated commitment to participant rights, confidentiality, and professional boundaries.

Education: Relevant degree in health services, disability, social work, human services, or business. MBA qualification is preferred.

Experience: Minimum of 5 years in operations management, must be within the NDIS sector.

Skills: Strong leadership, supervisory, coordination, communication, and problem-solving skills. Experience in managing service schedules, rosters, budgets and financial resources.

Attributes: Ability to handle high-stress situations, manage multiple priorities, and maintain compliance and quality standards.

Ability to develop and implement operational policies and procedures.