Partner with the CEO to develop and shape the organisation’s strategic priorities and objectives, setting clear targets, priority initiatives and accountabilities across service delivery areas.

Translate strategic objectives into clear operational plans, priorities and measurable deliverables across all service delivery areas.

Identify emerging operational challenges, risks and opportunities and implement practical strategies to address them.

Work in collaboration with the CEO and Head of Growth to identify growth opportunities, including new service offerings, geographic expansion and partnerships, ensuring initiatives are operationally feasible and safeguard client and participant outcomes.

Provide regular and accurate reporting to the CEO and Board on progress against strategic and operational plans, performance, emerging risks and opportunities for growth.

Provide executive leadership across all service delivery portfolios, ensuring services are delivered effectively, consistently and in alignment with organisational strategy, service and quality standards and client needs.

Lead and support operational leaders to drive accountability, service performance and consistent execution across the organisation.

Establish and maintain clear operating frameworks, robust performance reporting, management rhythms and operational review processes to support informed decision making and accountability across each service area.

Promote an integrated operating model that supports collaboration across service lines and improves the experience for clients and stakeholders.

Maintain oversight of operational priorities and service delivery risks to ensure continuity, responsiveness and effective execution.

Use operational data, trends and stakeholder feedback to identify improvement opportunities and inform service delivery decisions.

Lead continuous improvement initiatives to strengthen operational efficiency, service consistency and organisational effectiveness.

Build, develop and lead a strong operational leadership team, and manage the performance and development of team members, fostering a collaborative, inclusive and performance-driven culture.

Clearly communicate operational objectives and priorities and inspire collective ownership across Operations and the wider organisation.

Ensure operational leaders and frontline teams are supported with the tools, guidance, training and clarity required to perform effectively.

Contribute to a culture of accountability and continuous improvement by coaching members of the Operations leadership team.

Oversee operational workforce planning to ensure service areas are appropriately structured and resourced to meet current and future needs.

Work in partnership with Human Resources to support workforce strategy, recruitment priorities, leadership capability, succession planning and organisational development initiatives.

Role model the organisation’s culture, values and expected leadership behaviours, fostering a culture of accountability, collaboration and continuous improvement.

Work with the Executive Leadership Team to develop and build organisational capability and performance and to retain and attract talent across all levels of the business.

Drive awareness of workplace health and safety and risk management across Operations.

Oversee the operational performance of service areas against budget, utilisation targets and broader commercial expectations.

Work closely with the CEO and finance function to manage operational expenditure, service viability and performance against funding or contractual requirements.

Identify opportunities to improve productivity, efficiency and sustainability while maintaining service quality and client outcomes.

Support the operational mobilisation of new services, program growth and expansion initiatives.

Ensure operational teams implement and adhere to organisational policies, procedures, service and clinical governance standards.

Work in close partnership with the risk, compliance and governance function to embed required standards and improvement initiatives across service delivery.

Ensure operational leaders respond appropriately and in a timely manner to audit findings, compliance issues, incident trends, complaints and recommendations.

Promote strong operational risk management practices, including effective escalation, accountability and follow through on identified issues.

Build, develop and maintain strong relationships with the executive and senior leadership team.

Contribute as a key member of the executive team to whole-of-organisation leadership, planning, decision making and performance.

Identify and engage relevant industry and sector stakeholders, networks and organisations, and establish and foster productive and sustainable relationships that support operational delivery.