Workforce Service Delivery Manager – Home Care and Community
At ACH Group, we believe in supporting older people to live good lives. For over 70 years, ACH Group a leading not-for-profit in aged care, has enriched the lives of older South Australians. With over 1,900 dedicated individuals working together, we're able to create good lives for our customers. With purpose led roles across residential care, retirement living, home and community care, health and wellness, social experiences and corporate teams, our workforce deliver impact for our residents and customers.
About the Role
This is a significant leadership opportunity responsible for leading and overseeing a large, community-based workforce of approximately 300–450 employees, including support workers and cleaners delivering services in customers' homes.
You will directly lead up to 10 Service Delivery Team Leaders, ensuring effective frontline performance partnering, workforce planning, and operational excellence.
The role is pivotal in:
* Designing and maintaining a responsive, sustainable workforce model
* Ensuring safe, high-quality, customer-centred care and cleaning service delivery
* Driving operational efficiency and continuous improvement
* Contributing to financial performance and commercial outcomes
Key Responsibilities Customer-Centred Service Delivery
* Drive a culture where customers are at the heart of decision-making
* Ensure dignity, respect, privacy, choice and continuity of care
* Oversee effective complaint resolution within KPI's
Workforce Planning & Operational Excellence
* Develop and implement workforce models aligned to customer demand and care requirements
* Lead forecasting, reporting and monitor resource allocation effectiveness
* Design and embed standardised, efficient workflows
* Lead continuous improvement initiatives informed by data and feedback
* Contribute to budget development and forecasting
* Monitor and manage unit costs and agency partnerships
* Ensure services meet Aged Care Quality Standards
* Manage incidents and risk (including SIRS) in line with policy
* Support audit requirements and regulatory compliance
* Embed quality systems and reporting frameworks
Leadership & Team Development
* Lead, mentor and develop Service Delivery Team Leaders
* Build a high-performing, learning-oriented culture
* Drive recruitment, succession planning and workforce capability
* Establish team KPIs aligned to organisational goals
About You
You are a commercially astute, values-driven leader with demonstrated experience managing large, operational workforces in complex environments.
Essential Qualifications
* Postgraduate/Degree qualifications in Health (AHPRA registered, preferably nursing qualification).
* Will consider Postgraduate/Degree qualifications in Leadership, Management or Business with relevant experience.
* National Criminal History Check (within 12 months)
* DCSI Disability Services Employment Screening (provided by ACH Group)
Essential Experience & Skills
* Proven experience in senior commercial leadership roles
* Demonstrated ability to lead large teams and implement transformative change
* Expertise in workforce model design and planning
* Outstanding communication and stakeholder engagement skills
* Experience in quality management systems and continuous improvement
* Strong problem-solving and root cause analysis capability
* Intermediate to advanced MS Office skills (Excel, Word, PowerPoint)
* Ability to quickly learn workforce and operational systems
* Aged Care experience
* Not-for-Profit sector experience
Applications
If you are an experienced workforce leader ready to influence strategy, drive performance, and lead large-scale service delivery operations — we would love to hear from you.
Apply now and help us support older people to live good lives.
As the Workforce Service Delivery Manager, you will join an organised and supportive team who are invested in your growth from day one.
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