position description: operations manager

Autism Camp Australia Ltd. ACN: 635 944 400 Tel: 02 6684 9304 Registered Address Office: Office 2/85 Wyrallah Road, Girards Hill, NSW 2482. Mailing Address: PO Box 31, Federal, NSW 2480

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Position Description: Operations Manager Position Objective The Operations Manager is responsible for the strategic planning, implementation, and management of daily operational activities and resourcing for ACA. Relationships

Contact Position Purpose of Relationship REPORTS TO The position this position directly reports to – not the incumbent’s name.

Chief Executive Officer (CEO)

• Provision of support, updated information and

advice on Operations Planning & Policy & broader NFP business matters

• Feedback and discussion for continual improvement to systems & processes

• Escalation of matters of concern • Information on latest research impacting

organisational operations of ACA

DIRECT REPORTS Include position titles and number of incumbents that directly report to this position.

State Managers Enrolment Managers Camp Leaders

• Provision of ACA training, leadership, support and

general guidance • Discussion and information regarding ACAs activity

requirements, logistics & operations • Feedback and discussion on continual improvement

to individual performance, systems, or strategies • Performance Review of Direct Reports

INTERNAL: State all other positions / departments regularly contacted, including frequency, nature and method as appropriate (i.e. in person, by telephone, etc)

CEO Board of Directors State Managers Enrolment Managers Fundraising Manager

Colleagues, including but not limited to: • Reporting against Operations Plan • Logistical & operational matters requiring funding

EXTERNAL: State all external organisations / agencies regularly contacted, include frequency, nature and method as appropriate (i.e. in person, by telephone, etc)

Various external providers assisting with Operations activities including general suppliers, ICT, WHSE, camp service suppliers & providers, including accommodation partners, special programs and logistics Regulatory bodies i.e. re WHSE, Quality, Governance, NDIA and other legal requirement associated entities and Govt Agencies Accountant/Bookkeeper

• Management & review of contracts • Provision of Operation proposals, requests from

service & reports • Relationship development and management


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Main Responsibilities List major responsibilities of the position, not specific tasks and % or time spent in each area.

1. Strategic planning and review of all operational activities to ensure ACA is efficient and financially sustainable now and scalable for future growth.

30%

2. Develop, execute, and continuously improve the operations activities of ACA to ensure

best-practice consistent systems, policy and procedures. 50%

3. Leadership and human resource management of direct reports 20%

Main Activities/Tasks The role must be undertaken in a way that promotes independence, empowerment and involvement of persons with disability in line with ACA’s Person-Centred Policy. • Ensure all operations are carried on in an appropriate, cost-effective and efficient manner; • Measure efficiency of current operational processes for delivery of immediate requirements and

scalability; • Analyse process workflow, employee and space requirements, technology and equipment requirements;

implement change developments to provide information for strategic and operational goals; • Research and analyse Industry developments to inform strategic and operational planning; • Improve and develop operational management systems, processes, and best practices, including the

development of a universal operations manuals for ACA activities; • Formulate Operational Plan (in conjunction with the CEO) with strategic and operational objectives, in

line with annual budget; • Research and advise any physical building requirements eg. Head Office rental, a flagship Camp

property and other more permanent facility requirements; • Develop and implement Risk Register and review bi-annually with CEO; • Develop and manage an Asset Register, ensuring assets are well maintained through a system of audits

and maintenance plans as required; • Manage ICT and ICT Service Manager organisation; • Prepare and complete Action Plans for specific operational requirements; • Continuously improve on ACA infrastructure (physical and people resourcing) to ensure ACA scalability

and growth in accordance with ACA vision and strategic plan; • Purchase materials and equipment at the national level and oversee storage and logistics for use in a

cost-effective and efficient manner; • Ensure the organisation’s processes remain legally compliant, ensuring a safe and healthy work

environment by following and enforcing standards and procedures; • Work collaboratively with the Bookkeeper & Accountant to obtain regular financial reporting to analyse

financial data and use it to improve financial performance and sustainability of ACA; • Manage budgets ensuring operational activities remain on-time and within financial parameters; • Undertake quality control audits and identify trends, including monitoring quality systems for client

service, WHSE and organisational KPIs and governance matters; • Review client feedback and adjust ACA operations as required to constantly improve client service; • Conduct regular 1:1 and group meetings with State Managers, Enrolment Managers, Camp Leaders and

other consultants and contractors to ensure appropriate operational requirements are delivered to meet current and future requirements;


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• Day-to-day responsibility for managing relationships and communications with external parties (from suppliers, Govt bodies to supporters as required);

• Negotiate (in conjunction with CEO) terms of supplier arrangements with accommodation partners, establish and review contracts and pricing ensuring delivery of same as agreed;

• Represent ACA in a positive manner both in person and in the media; • Record, analyse and report on Operations performance to the CEO and as requested, to the Board; • Monitor daily operations and address and resolve issues as they arise. Coordinate with and escalate to

the CEO any operational matters of concern or risk in a timely manner; • Recruit, select, train, assign, schedule, coach, counsel and performance manage direct reports; • Communicate job expectations, planning, monitoring and performance management & review of employees; • Plan and review compensation actions in conjunction with CEO; enforcing policies and procedures; • Manage overall employee levels, wages, hours, contract labour to revenues & funding; • Review and approve all operational invoices and ensure they are submitted for payment; • Serve as primary point of contact when there are issues related to operational matters, from client service

issues to supplier matters etc; • Communicate client service issues with relevant employees/contractors and devise ways of improving the

experience, including resolving problems and complaints when escalated beyond the State Managers; • Work closely with CEO and management team to set and/or implement policies, procedures and systems and

to follow through with implementation; • Other tasks within skill and training as requested from time to time.


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Key Result Areas General performance indicators – how do you know the job is being done well?

Key Result Area (KRA)

KRA % Importance Weighting

Key Performance Indicator (KPI)

Measurement Tool

Operations Plan, Procedures, Policy & Support

40% 1. Review all current operational policy and procedures by end Q2 FY21/22 and identify areas for improvements for efficiency and cost-effectiveness;

2. Prepare Operational Plan including operational budget forecast for 22/23 by end Q3 FY21/22;

3. Develop and implement National ACA standard operating procedures, appropriate manuals, forms and processes to ensure transparency and transfer of activities. Specifically create the ACA Operations Manual by end Q4 FY21/22 as a minimum;

4. Prepare 5-year Operational Plan and operational budget forecast by end Q1 FY22/23;

5. Ensure all Operational Plan targets are met by agreed timeframe in plan, unless otherwise agreed with CEO;

6. Provide monthly reports to CEO on operational activities by 10th each month.

• Executed contracts

• Monthly, Quarterly & Annual Reports

• ACA Operations Manual & ACA SOP

• 5 yr Operational Plan

Operational services provider management

30% 1. Build rapport and relationships with existing suppliers, vendors and operational service providers & establish an account management strategy for each one by end Q2 FY21/22;

2. Complete review of contracts for all operational services providers, suppliers, vendors etc (specifically all current pricing and delivery strategy against agreed terms) by end of Q2 FY21/22;

3. Negotiate improvements for ACA to operational provider arrangements that also cement appropriate long-term relationships by end Q2 FY21/22;

4. Research and provide CEO with viability report for permanent facilities such as a Head Office and a flagship Camp Property by end Q3 FY21/22.

• Supplier feedback

• Contracts

• Operational Reports

• Financial Reports

Leadership & Human Resources Management

10% 1. Lead, mentor and develop employees/contractors in accordance with ACA policy, procedure, values and vision;

2. Complete weekly 1:1 meetings with direct reports;

3. Implement and complete all annual performance reviews with direct reports by 30 September annually;

4. Manage any employee/contractor matters, from grievances to underperformance in a timely and confidential manner;

• 1:1 Mtg notes

• Performance Reviews

• Employee feedback

• Operations Plan


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5. Forecast ACA national human resourcing strategy as part of the Operational Plan/s listed above.

ACA Values 10% Live the ACA values at ALL times 1. Respect – to treat all participants with dignity and respect; 2. Care – our campers’ needs will always come first; 3. Integrity – to be open and transparent in all our dealings with our staff, our contractors, our campers and

their families; 4. Best Practice – to strive for best practice in all aspects of our work and care; 5. Access and Equity – to treat all individuals fairly and equally in all that we do; and 6. Fun – our enthusiasm and energy are contagious, we’ll enjoy camp as much as you.

• Client Feedback

• Colleague Feedback

• Observation

Training & Development

10% 1. Successfully complete ALL professional development activities provided by ACA to ensure on-going improvement and competency;

2. Demonstrate the ability to take on board constructive feedback and make appropriate improvements to your own performance, skills or experience.

• Feedback from provider/trainer

• Certificates of attendance

• Results

100%


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Competencies

Essential Desired SKILLS: (Technical Skills required)

• 3+ years’ experience in a similar Operations Manager role within the Charity/NFP sector

• Experience developing operational plans, with forecasting models and financial targets

• Multiple years’ experience of financial and account reporting

• Demonstrated experience achieving operational system improvement, cost-efficiency, and effectiveness.

• Multiple years’ experience in business negotiation and conflict management

• Experience implementing new policy and procedures with various teams.

• Project management skills • Demonstrated experience analysing and reporting on

outcomes of Operations for CEO, management or Board • Operational project management experience • Proven ability to work remotely and take initiative • Proficiency across the MS Office suite (Word, Excel,

Outlook) • Strong IT skills, including database management, other

general business IT systems and accounting systems such as Xero etc

• Presentation (to groups) skills • Ability to conduct effective meetings via video conference

• Additional experience in a large NFP organisation, managing clearly defined departments

KNOWLEDGE: (Technical knowledge required)

• Knowledge of a variety of negotiation and conflict • management techniques • Knowledge of workflow and efficient management

principles • Understanding of project management principles and

theory • Detailed understanding of financial management • Knowledge of principles for forecasting, budgeting and

scaling • Understanding of performance management principles,

employment laws and other human resources matters • Knowledge of WHSE laws, governance principles,

accounting requirements and other relevant business NFP laws & requirements

• Basic knowledge of the NDIS

QUALIFICATIONS: (Formal qualifications, certificates, memberships, etc)

• Relevant Tertiary qualification i.e. business administration, operations management, finance management or related fields

• Current Drivers Licence • National Police Check • Working with Children Check

• Project Management qualification • Membership with relevant organisation ie

CPA, CA, Institute of Managers & Leaders, Australian Institute of Project Management etc

PERSONAL ATTRIBUTES: Personal qualities required for the job (i.e.

• Exceptional interpersonal skills with the ability to communicate and engage effectively with a diverse range


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management style, team work, etc)

of individuals who may be suppliers, clients, professionals (Accountant) or volunteers

• Approachable with a firm but fair management style • Proactive and able to ‘think on feet’, use initiative, exercise

appropriate judgement and find solutions to problems • Able to work autonomously, as well as the Leader of a team • Excellent organisational skills with ability to multi-task • Ability to delegate • Able to prioritise effectively and work to deadlines • Thorough attention to detail • A passion for access, inclusion & equity • High level of ethics and integrity • Discretion and confidentiality • A commitment to continuous learning • Enthusiam and a sense of humour!

Scope of Authority Authority level allocated to this position (ie capital expenditure approval, employee relations, customer relations, etc) • The Operations Manager MUST advise CEO of all matters of WHSE or other risk concern and proposed actions to

rectify in a timely manner.

Physical/Environmental Requirements On-site as well as remote working (from home) as required General Comments Any further information not contained in any other section.

Manager’s Name:

Manager’s Signature:

Date: ____/_____/____

I verify that this Position Description was discussed with me on _____/_____/_____ and a copy given to me. Employee/Contractors Signature

Employee/Contractors Name:

position description: operations manager

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