About Us

PosAbility Australia is a not-for-profit organisation and registered charity that aims to maximise a child’s ability to LEARN to their potential, LIVE to the fullest and GROW to be all they can be. PosAbility is a unique place to work where all staff members are able to draw on their interests, passions and strengths to contribute positively to not only making a difference in the lives of children and their families, but in contributing to changing the landscape for children with learning difficulties and helping PosAbility become the best multidisciplinary assessment and intervention service for children with learning difficulties in Australia. As part of our growth, we are offering an exciting new opportunity for an experienced manager to assume the role of Client Services and Operation Manager, currently incorporated within the CEO’s role.

Overriding Role: To be responsible to the CEO for the leadership of the administration and management teams to drive and manage the operational and quality outcomes of the organisation, working collaboratively with allied health staff to develop and implement systems and procedures to ensure the efficiency and quality of service provision.

About You?

Are you passionate about the PosAbility Australia Vision, Mission and Values, including helping children and young people with learning difficulties, developmental delays and other neurodiversity? Are you looking for a challenge in a management role that makes a meaningful difference to the lives of children and their families. We are seeking a self-starter with a proactive and innovative mindset. Someone who is compassionate and client-focused with a dedication to delivering and improving the optimal client experience. This role would suit someone who is flexible and adaptable, with a continuous improvement mindset. Someone who is willing to go above and beyond when necessary to meet the organisational objectives and mission.

We are looking for an excellent oral and written communicator with a bright, caring and compassionate nature with proven history of leadership and customer services skills. A creative and ingenious problem solver that also presents with strong attention to detail and highly developed data and numerical skills. Someone who is innovative, inspired and productive in generating, communicating and implementing new systems and procedures to improve efficiency and service quality. Someone with a proven history of leadership and success in change management with a logical approach to developing and implementing systems and procedures to improve efficiency and increase service quality.

About the Role

• Make a Meaningful Impact: Play a key leadership role in an organisation that makes a difference to the lives of children and their families, including children and young people with learning difficulties, developmental delays and neurodiversity. Directly contribute to improving the lives of children and their families by ensuring high-quality service-delivery and client experience. Work for a mission-driven not-for-profit organisation that values compassion, inclusion and innovation.
• Leadership & Growth Opportunity: Be a key leader in a growing organisation and help shape its future. Work closely with the CEO and have a strategic voice in company direction, policy development, and operational improvements. Lead a diverse, multidisciplinary team across administration, education, and allied health. Take ownership of a varied and dynamic role in a supportive environment with friendly and passionate staff, where no two days are the same.
• Collaborative and Supportive Work Environment: Work within a close-knit, supportive team that values collaboration and innovation. Be part of a multidisciplinary environment, working alongside educators, allied health professionals, and administration teams to deliver holistic services to clients. A workplace culture that prioritises well-being, continuous learning, and professional growth.
• Competitive Salary Package with Opportunities for Career Progression: A permanent, stable role in an organisation that is committed to making a real difference. This role offers a competitive salary with salary packaging benefits and opportunities for career progression. This dynamic role allows you to see the direct results of your leadership and contributions.

Key Responsibilities

• Management of administration and services teams.
• Develop and implement systems to manage and improve intake, onboarding and client management processes.
• Develop and lead a quality assurance plan related to all aspect of the organisation, including customer service and the client experience
• Support CEO in development and implementation of policies and strategic plan
• Conducting of regular analysis and reporting (to the CEO) on the efficiency and effectiveness (from a client and financial perspective) of systems and procedures
• Support the CEO in development and implementation of marketing and development of procedures and systems for implementation of new products and services
• Lead development and implementation of new services, projects and products

Essential Criteria

Experience & Qualifications

• Proven experience in operational and administrative management, preferably within an allied health, healthcare, or service-based organisation.
• A proven track record of achieving measurable outcomes, particularly in service delivery and management.
• Strong leadership and team management experience, including the ability to oversee administrative and service teams.
• Experience in client management processes, including intake, onboarding, scheduling, and cancellations.
• Demonstrated ability to develop and implement systems and procedures to enhance operational efficiency.
• Strong financial acumen, including experience in reading financial reports and managing cash flow, receivables, and reporting.
• Experience in quality assurance, compliance, and governance, particularly in regulated environments such as healthcare or disability services.

Skills & Competencies

• Strong leadership skills, with the ability to inspire and guide teams through change management.
• Excellent oral and written communication skills, with the ability to communicate effectively with clients, staff, and stakeholders.
• Analytical and problem-solving skills, including the ability to interpret data and implement evidence-based improvements.
• High-level attention to detail and ability to manage complex policy and procedure development.
• Strong technology skills, including the ability to introduce and manage new technologies to streamline operations.
• Ability to work autonomously while also collaborating with the CEO and multidisciplinary teams.
• Understanding of legal and regulatory frameworks, including workplace health and safety (WHS), child protection, safeguarding, and staff well-being.
• Ability to handle high-pressure environments while maintaining a positive and solutions-focused approach.

Personal Attributes

• Passionate about PosAbility Australia’s Vision, Mission, and Values.
• A self-starter with a proactive and innovative mindset.
• Compassionate and client-focused, with a dedication to improving the client experience.
• Flexible and adaptable, with a continuous improvement mindset.
• Willingness to work additional hours as needed to meet business objectives.

Desirable Criteria

• Experience in marketing and business development, including implementing new products and services.
• Prior experience in strategic planning and working with CEOs and Boards on policy and business direction.
• Background in allied health, healthcare, or disability services.
• Knowledge of NDIS regulations and requirements.
• Experience in managing customer feedback systems to inform service improvements.
• Familiarity with HR management, including staff well-being initiatives.

For a more detailed role description, please email [email protected] using the subject line: Client Services and Operations Manager enquiry via EthicalJobs.