Operations Manager – NDIS Audit & Certification

• Own and build a newly created leadership role
• Join a respected, growing organisation with real impact
• Enjoy flexibility, autonomy and career growth

Our client is currently recruiting for a Operations Manager to support them in their centrally located office in North Sydney.

This is not a routine business-as-usual role. It is a newly created leadership position with the mandate to bring a growing operational footprint under one accountable leader. You will have the opportunity to shape the function, establish its systems and service standards, and create the controls and reporting needed to support continued growth at pace.

My client is a JASANZ and ANAB accredited certification body established in 2014. Headquartered in North Sydney, and an international presence in California, Malaysia and Japan.

This role will suit a commercially aware and highly organised operations leader who is comfortable working in a regulated environment and can balance client service, internal efficiency and non-negotiable compliance obligations.

As the Ops Manager, you will be:

• Leading and developing the Scheduling Team, setting priorities, allocating workloads and establishing clear service standards
• Owning the master audit calendar across schemes and regions, ensuring audits are scheduled and completed within mandatory timeframes.
• Forecasting audit demand and auditor capacity, identifying constraints before they affect clients or regulatory obligations.
• Managing the post-sales client experience throughout the certification lifecycle.
• Establishing clear response, escalation and resolution standards for client enquiries and complaints.
• Managing the contractor auditor panel, including sourcing, onboarding, contracting, allocation, performance and ongoing development.
• Working closely with the Compliance Manager to ensure operational practices meet applicable accreditation, certification and NDIS requirements.
• Improving workflows, controls, management reporting and the effective use of systems, including Salesforce and automation tools.
• Building a capable, accountable and cross-skilled operations team.

To be successful, you will bring:

• Operational management experience gained in a certification body, accreditation body, RTO, audit practice, professional services firm or another regulated service environment.
• Demonstrated success leading a scheduling, coordination, account management or service delivery team.
• Experience managing contractors, subcontractors or a panel of external professionals.
• Knowledge of the NDIS regulatory environment and Practice Standards, or strongly transferable regulatory experience.
• Exceptional planning and prioritisation skills, with the ability to manage high volumes of work against firm external deadlines.
• Strong client relationship, stakeholder management and complaint-resolution capabilities.
• High standards of accuracy, documentation and record discipline.
• Strong CRM and business systems capability, with Salesforce experience highly regarded.
• Confidence using Microsoft 365 and Excel, together with an interest in AI, automation and process improvement.
• The judgement and professional integrity to protect quality and impartiality, including when faced with commercial pressure.

Why join my client:

• Take ownership of a newly created and business-critical leadership role.
• Join an established and respected certification organisation with Australian and international operations.
• Make a measurable contribution to the quality and reliability of services delivered to NDIS providers and other certified organisations.
• Work with an experienced office team and an extensive national panel of professional auditors.
• Enjoy autonomy to improve systems, processes and service standards.
• Access structured onboarding, mentoring and professional development.
• Work flexibly, with three days based in the North Sydney office and two days working from home, subject to operational requirements.
• Be part of a collaborative organisation known for high retention, professional integrity and support for ongoing learning.

abrs is Australia’s only charity-owned, not-for-profit recruitment agency, with 100% of our net revenue returned to fund programs that support children, youth, and families.
When you work with abrs, you’re engaging in an ethical recruitment process that directly funds vital programs in the community.

Our Commitment to Reconciliation abrs acknowledges Aboriginal and Torres Strait Islander peoples as the First Australians and Traditional Custodians of the land. We are committed to working respectfully and in partnership with Aboriginal and Torres Strait Islander communities, guided by the principles of self-determination. We support the rights of children to remain connected to family, culture, and Country.

How to Apply To apply, hit “Apply Now” and submit your application
For a confidential discussion about the role, contact Banjeet at bboro@abrs.net.au


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