About My Guardian My Guardian is a leading Aged and Disability Care service provider dedicated to delivering compassionate, high-quality, and person-centred care. We are growing rapidly and remain deeply committed to empowering individuals to live independently and with dignity. We are now seeking an experienced and dynamic Operations Manager to join our team and lead the operational excellence of our organisation. This is an on-site permanent role based in Sydney Olympic Park. About the Role As the Operations Manager, you will play a pivotal role in shaping the future of My Guardian’s services. You will lead all aspects of operational delivery, ensuring strategic alignment, service quality, compliance, and sustainable growth. You will oversee performance across multiple portfolios, driving innovation, efficiency, and exceptional outcomes for clients and employees alike. This role requires strong operational leadership across high-volume service environments, including oversight of rostering, workforce coordination, and call centre operations to ensure responsive, client-focused service delivery. Key Responsibilities Operational Leadership Manage and oversee the Operations department to ensure rostering and scheduling of staff is completed to the required standard. Ensure rostering and scheduling is completed in accordance with client needs and requirements. Ensure care staff allocated to high/complex care clients are qualified and appropriately trained to perform such duties. Oversee and optimise call centre operations, ensuring high service levels, timely response to client and staff enquiries, and strong performance metrics (SLAs, response times, quality assurance). Monitor and manage team efficiencies in day-to-day tasks including rostering, scheduling, call handling, and email management. Recognise gaps in services provided and make recommendations and improvements accordingly. Champion a culture of engagement, learning, and cross-functional collaboration. Manage resource planning, procurement, and vendor relationships to ensure efficient operations. Lead and oversee all customer service operations, ensuring timely, professional, and effective resolution of customer inquiries and complaints. Work Health & Safety Drive a proactive WHS culture with robust systems, policies, and processes. Embed risk mitigation, incident reporting, and safety consultation across all teams. People & Culture Model values-based leadership and inspire high performance across all levels. Lead and develop both operational and call centre teams, ensuring consistent coaching, accountability, and performance management. Build a cohesive, motivated team through clear expectations, coaching, and professional development. Foster a culture of transparency, accountability, and inclusion. Promote a safe and respectful workplace aligned with My Guardian’s values. About You You are a strategic and hands-on leader with proven success in operational management within aged care, disability, health, or high-volume service environments. You bring strong experience leading call centre or customer service teams and understand the importance of responsiveness, service quality, and workforce coordination in delivering exceptional client outcomes. You combine strong commercial acumen with a deep commitment to quality and client outcomes. You thrive in a fast-paced, people-centred environment and lead with empathy, integrity, and vision. Skills and experience include: Senior leadership experience in aged care, disability, health, or related sectors. Demonstrated experience managing or overseeing a call centre or high-volume customer service environment. Strong understanding of call centre KPIs, workforce planning, service levels, and performance management. Strong commercial and financial management skills. Demonstrated ability to lead large, diverse teams and drive organisational performance. Proven experience balancing strategic priorities with operational demands. Skilled relationship builder and communicator across all levels. Track record of innovation, service design, and transformational leadership. High integrity, resilience, and a passion for making a difference. To apply online, please click on the appropriate link below. Alternatively, for a confidential discussion, please contact Ruba Sawaqed on , quoting Ref No. 1270782.
