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Service Agreement Manager - NDIS / Disability

Multicap

  • Eight Mile Plains
  • Permanent, Full-time
  • High needs disability organisation
  • Opportunity to work for one of the top not-for-profit organisations throughout Queensland and Northern New South Wales
  • Supportive team environment

About Multicap

Operating for almost 60 years, Multicap is one of the most highly regarded disability service providers in Queensland and northern New South Wales offering individual and group activities, supported employment, short- term accommodation (respite), social support and much more. Our sole purpose is to ensure that the quality of life of people living with disability and their families is enhanced by our support.

At Multicap we believe everyone deserves to live life to the full. Our highly skilled and diverse team of over 900 skilled professionals are dedicated to helping our customers get the most out of life.

With each new home, social experience, activity, community hub and job, Multicap is an organisation that is here for our customers in all ways, always.

About the role

The Service Agreement Manager provides strategic and operational leadership of a team of Service Agreement Officers, and within the broader organisation. This role plays a key strategic role in creating better ways of working for our service agreement obligations at an organisational level. This role also has a high level of accountability for their work and the work of their team. The successful person would be highly collaborative as they will work extensively with the NDIS Finance and rostering teams.

Role requirements may include, but are not limited to, the following:

  • Build tools and ways of working to ensure high-quality customer service to ensure customer service agreement compliance
  • Develop and maintain exceptional service agreement compliance through the creation and strengthening of strategic alliances and partnerships both internally and externally and at all levels
  • Ensure service agreement compliance for clients using our services, and in alignment with our values, strategic priorities, and our ways of working
  • Develop and maintain a high performing team through setting expectations, developing a results-oriented culture, and developing the team
  • Manage services and align resources to ensure efficient service delivery
  • Manage organisational and regional reporting to monitor and improve performance across the service agreement life cycle
  • Ensure relevant service data management is maintained accurately as appropriate with our ways of working

About you

The successful applicant will:

  • Previous experience in developing strategic priorities, translating those priorities to objectives and driving a team to realise those objectives in a results-oriented driven environment
  • Proven leadership capability in a high volume transactional business environment
  • Previous experience in developing and implementing more efficient ways of delivering outcomes (process improvement identification – scoping, building new improvements, and launching new ways of working)
  • Previous experience in leading a team to transform what they do and how they do it. This includes planning, executing and reinforcing change
  • Experience in shaping a team culture which is high performing and stakeholder centric. This includes creating an environment which empowers and engages the team
  • An ability to navigate complex working environments and drive better outcomes
  • Demonstrated experience working in complex relationships, whilst having an ability to influence others
  • Experience in aged care or disability service highly desirable

Mandatory requirement

Please note that the successful applicant will be required to hold or be willing to obtain a current QLD Driver’s Licence, Positive Notice Card from Disability Services (Yellow Card), Working with Children Check (Blue card) and in some circumstances National Criminal History check. You must also have NDIS Worker Orientation certificate completed and please login to https://training.ndiscommission.gov.au/ if you haven't obtained the certificate already. 

Salary sacrifice + Meal entertainment

Attractive Salary packaging including $15,900 packaging limit per FBT year (1 April- 31 March) and $2,550 per year for meals and entertainment expenses.

To find out more visit www.multicap.org.au

How to apply

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