Service Delivery and Operations Manager

Job not on LinkedIn

🔥 14 hours ago

🇵🇭 Philippines – Remote

💵 ₱80k - ₱100k / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Pear Tree.

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Pear Tree is a Melbourne‑born offshore recruitment and hiring services company that connects Australian, US, and UK businesses directly with skilled offshore professionals (primarily from the Philippines) without agency markups. They provide end-to-end hiring support — sourcing, screening, skills assessments, video interviews, reference checks — and offer payroll, Employer‑of‑Record, and compliance assistance plus a six‑month replacement guarantee. Pear Tree recruits across IT, sales & marketing, finance, creative, admin and operations roles, emphasizing cost savings, direct pay to talent, and secure onboarding workflows.

📋 Description

• Ensure 100% required support coverage for scheduled participants and immediately resolve cancellations, late arrivals, and absences • Conduct daily morning roster reviews to confirm staff deployment, worker-to-participant matching, and credential verification • Manage after-hours and on-call escalation frameworks • Optimize roster efficiency and control labour costs, overtime, and unapproved staffing expenses within budget • Safeguard person-centred, respectful, and safe service delivery in line with participant support plans • Resolve participant or family complaints within one business day, or immediately if urgent • Maintain communication with families, guardians, and Support Coordinators • Coordinate with sales and Business Development Managers to assess capacity and onboard new participants safely • Supervise, mentor, and direct Team Leaders and frontline support workers across all operational entities • Oversee attendance, punctuality, and performance standards, addressing underperformance • Ensure onboarding and induction for new support workers and identify training and supervision needs • Maintain alignment with NDIS Practice Standards and audit-ready client documentation • Ensure staff screening, mandatory certifications, and worker credentials are compliant before shift deployment • Review daily progress notes and medication administration records, maintaining at least 98% documentation completion • Lead incident management workflows, including identification, recording, investigation, and immediate escalation • Deliver weekly operations performance reports to the Managing Director every Monday by 10:00 AM • Chair weekly operations meetings with Team Leaders • Conduct monthly analyses of labour utilisation, gross margins, participant retention, and compliance trends • Present monthly operational improvement plans to reduce process waste and overhead and improve profitability

🎯 Requirements

• Minimum of 2 years of direct operational management experience within the Australian NDIS / Disability or Community Care sector • Thorough working knowledge of the NDIS Quality and Safeguards Commission rules, NDIS Practice Standards, and mandatory reporting frameworks • Demonstrated track record managing high-volume rosters, shift-fill rates, and frontline care staff across distributed locations • In-depth understanding of Australian worker screening databases, including NDIS Worker Screening Check, Working with Children Check, and First Aid/CPR • Experience managing operations across multi-entity or federated organisational structures preferred • Familiarity with ShiftCare, CareLink+, Deputy, or Employment Hero preferred • Relevant tertiary qualifications in Business Administration, Healthcare Management, Human Services, or related disciplines preferred • Background collaborating with BDM/sales functions to align sales pipelines with operational onboarding capacity preferred • Proactive self-starter who identifies operational gaps, implements solutions, and delivers results without waiting for executive instruction • Ability to balance person-centred care with operational efficiency, budget targets, and labour cost management • High ethical standards regarding participant safety, dignity, choice, and regulatory compliance • Decisive problem-solving under pressure during emergencies, coverage shortages, and operational bottlenecks • Clear verbal and written reporting skills for executive leadership, participants, families, and regulatory bodies

🏖️ Benefits

• AU working hours and holidays

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