Operations Manager

The Audit Branch is responsible for auditing aged care providers to assess whether they can conform with the Aged Care Quality Standards and deliver safe and high-quality care. Audits help inform decisions about registration, renewal of registration or variation of registration for aged care providers who want to deliver Australian Government-funded aged care services. 

Audits gather information about an aged care provider’s governance arrangements, systems, and processes. To test whether these have been embedded and consistently applied, quality auditors attend the provider’s residential care homes or community service delivery locations to understand the experience of older people receiving aged care services. Operations staff schedule audits and provide administrative support to quality auditors to enable those audits.

The Audit Branch also engages extensively with stakeholders and collaborates internally across the Regulatory Operations Division and broader Commission to ensure any identified risks are appropriately escalated and managed.

The Operations Manager provides high-level support to the Assistant Director, Operations within the Audit Operations team. The role oversees the daily operations of the team and leads and coordinates team activities to ensure effective scheduling, planning and delivery of administrative support across the audit section. 

Working with the Assistant Director, Operations, the Operations Manager collaborates with the Assistant Director, Operations Officer, Operations Support Officer and other operations teams within both the Audit section and the Regulatory Operations Division to ensure operational efficiency and alignment. 

• Manage operation functions to support the delivery and implementation of the audit program at section level.
• Manage the day-to-day operational activities in alignment with business priorities, working closely with the Assistant Director to ensure delivery and accountability.  
• Manage and oversee the service delivery functions including scheduling, travel booking, administrative coordination and team supervision.
• Plan, develop, coordinate, and maintain operational schedules, anticipating and resolving scheduling challenges to support timely delivery of section priorities. 
• Monitor quality assurance practices, ensuring regulatory information is accurately uploaded, stored and shared through Commission systems. 
• Manage team workflows and priorities to meet operational objectives and support effective delivery of audit operations.
• Support system integrity and reporting by maintaining effective tools, procedures and controls that promote accurate, timely and transparent regulatory operations. 
• Establish and maintain collaborative stakeholder relationships to support strategic outcomes, enhance team cohesion and enable effective coordination of initiatives. 
• Lead and facilitate operational initiatives, projects and continuous improvement to support the team, build capability and achieve the groups priorities.

• Demonstrated experience within operations, administrative management and/or project/service delivery roles within an identified framework to deliver outcomes.
• Demonstrated ability to apply judgement, intelligence and common sense to identify and respond appropriately to risk. Strong analytical skills and the ability to make sound operational decisions.
• Excellent interpersonal, oral and written communication skills and the ability to establish and maintain professional relationships with key stakeholders.
• Demonstrated organisational capability and ability to manage own and team’s evolving work in a high-pressure environment whilst supporting the shared purpose and direction of the team.
• Provide support to a team and introduce and respond to change and uncertainty in a positive manner, value individual differences and diversity.
• Capability to work in a busy environment, working with competing priorities and ability to effectively manage and prioritise workload among a team to deliver agreed outcomes.
• Proactively anticipate needs and priorities in managing work functions to achieve results and reliably respond to urgent requests.
• Ability to understand and apply principles of contemporary risk-based regulation reflected in the Commission’s Regulatory Operating Model.
• Ability to mentor, train and upskill both new and existing employees.
• Experience and proficiency in the MS Office Suite of tools.
• Be an effective representative of the organisation, acting professionally including adhering to APS Values & Code of Conduct.

Desirable experience

• Understanding of the Australian aged care system.
• Experience working in a contemporary regulatory environment.

• Be an Australian citizen. For more information, please visit www.apsc.gov.au/citizenship-aps
• Satisfy a National Coordinated Criminal History Check
• Satisfy a pre-existing medical condition declaration