AddressAt MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand. Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.
Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which includes Federal and State governments and some of the largest public and private sector health and charitable organisations.
A senior leadership position has arisen in our Plan & Support Services (PSS) business to work across Plan Partners and Plan Tracker - both trusted partners in the management of NDIS (National Disability Insurance Scheme) plans and support coordination.
Your Head of Operations role can be conducted from Melbourne, Sydney or Brisbane.
The Head of Operations has accountability for key strategic initiatives focused on operational and process excellence and efficiency, including implementation of automation and the simplification of activity. You will lead all operational teams including Customer Care and Plan Management, contributing towards the PSS and the MMS Group’s success, influencing customer service direction and capabilities at a national level.
Provide strategic direction, lead and manage operational activities to create a high-quality service experience that is scalable, drives customer advocacy and long-term value for both customers and the business. The role will set service and commercial KPIs through people and process optimisation that can be evidenced though the maintenance of high NPS, employee engagement, productivity and retention and expense management.
This is an opportunity to proactively transform current operational ways of working to enable workforce and process optimisation, including automation to support business growth, which in turn will enhance operational effectiveness and drive participant satisfaction. The voice of our participants reinforces everything we do.
The Role:
Business Unit Delivery and Strategic Planning
- Provide exceptional service to customers and providers, supporting business growth.
- Develop and execute a comprehensive strategic plan that aligns with the MMS and PSS strategy and long-term objectives.
- Collaborate with cross-functional teams to ensure strategic initiatives are integrated into PSS plans and operations.
- Build and maintain strong collaborative relationships with key internal and external stakeholders, partnering to effectively influence and realise business growth and retention objectives that have mutual long-term value.
- Drive the translation of strategic goals into actionable and quantitative plans, ensuring clear communication and understanding at all levels within Operations.
- Monitor and evaluate the effectiveness of strategic initiatives, making data-driven adjustments based on historical trends and performance to strategies and plans as necessary in line with service level metrics.
- Develop regular executive and board level strategic updates as to progress of strategic initiatives and business performance against the strategy. Support delivery of these updates in relevant forums.
- Lead the Operations team with a forward-thinking approach, anticipating future challenges and opportunities, and preparing the organisation to adapt and thrive.
- Accountable for financial budgets, monitoring revenue, margin and expense performance and initiating corrective action where required.
- Ensure compliance with legislative, regulatory and employer policy requirements.
Customer Focus
- Deliver unmatched value to the customer through extraordinary execution, as well as define and reinforce performance standards and operational process standards to ensure customer expectations are met.
- With demonstrated leadership performance, deliver high quality customer experiences that enhances customer advocacy and results in a Net Promoter Score consistently at or above the set standard.
People and Culture Leadership
- Provide ongoing leadership, empowerment, supervision, coaching, support, and feedback to grow potential and address capability gaps (both individual and team).
- Build effective teams by implementing actions to leverage individual and collective performance of employees in the achievement of a high performing culture.
- Actively invest personal time into the management and development of the Operations leadership team by building their understanding and effective use of service and commercial levers, at a tactical level, to drive the necessary business outcomes and to ultimately feed into organisational talent and succession planning pools.
Continuous Improvement and Data Analytics and Insights
- In collaboration with the Senior Leadership Team and cross functional teams, drive business improvement outcomes with a focus on building synergies across the various functions.
- Leverage data analytics and insights to inform strategic decisions, ensuring alignment with business objectives and growth targets.
- Utilise advanced data tools and methodologies to analyse trends, forecast outcomes, and drive operational excellence.
- Champion a culture of evidence-based decision making, encouraging the use of data to support hypotheses and validate business initiatives.
- Ensure decisions are supported by robust data analysis, providing transparency and accountability in the decision-making process.
- Foster continuous learning and development in data literacy across the team, empowering them to make informed decisions.
You will bring:
- Minimum 10 years’ experience in all aspects of Customer Service/ Contact Centre management, with a key focus on workforce planning, customer experience and driving operational efficiencies in a fast paced, high-volume environment.
- Proven ability to lead large successful teams to achieve key operational results whilst achieving high levels of engagement.
- In depth knowledge of call centre metrics and customer service strategy, and analysis of related data to inform decisions.
- Experience in project management, budgeting and planning.
- Ability to co-ordinate business process change from strategy through to implementation.
- Strong leadership and change management skills through workforce and process improvements’.
- Proven experience in transformation and integration of processes.
- Experience in implementing continuous improvement initiatives.
- Knowledge and understanding of NDIS and the disability sector its concepts, trends, legislation and service delivery framework is desirable but not essential.
- Tertiary qualifications in Business, Finance or other related discipline preferred.
What we can offer you:
- Our strong people-first culture
- Flexible/hybrid working to enhance your work/life balance
- Novated lease benefits and discounts
- 12 weeks Paid Parental leave and access to our Parents Portal
- Exempt Employee Share Plan
- Paid Income Protection Insurance under MMSG default Super plan
- Access to a broad range of learning and development programs
- Career break and volunteering leave
- Access to Employee Assistance Program and annual Flu vaccination
- Lifestyle Rewards program
Plan Group is an equal opportunity employer and is committed to ensuring a safe environment for children and young people. We encourage individuals of diverse backgrounds including but not limited to those from the Aboriginal and Torres Strait Islander, Culturally and Linguistically Diverse, the LGBTIQ community and people with a disability to apply.
Please note only shortlisted applicants will be contacted and all successful candidates that join the Plan Group will undergo background checks.
