About the Role
We are looking for a strong and experienced Service Coordination Manager (SCM) to lead and optimise our service coordination operations. In this role, you will oversee Service coordination, drive operational performance, and implement strategic improvements that strengthen service delivery, team effectiveness, and fulfilment outcomes across the organisation.
You will play a critical role in ensuring care operations run smoothly at scale, while partnering cross-functionally with internal stakeholders to improve workflows, enhance systems, and deliver consistently high service standards. This role is ideal for someone who combines operational leadership, data-driven decision-making, and people management with a strong commitment to continuous improvement.
Key Responsibilities
Team Leadership and Performance Management
- Lead, coach, and provide strategic guidance to Service Coordinators to ensure alignment with organisational priorities and operational goals.
- Set clear expectations and build accountability across teams to drive strong and consistent performance.
- Monitor team performance closely and provide timely support, direction, and intervention where needed to achieve KPIs and OKRs.
- Foster a positive, growth-oriented team culture that encourages ownership, collaboration, and resilience.
Operational Strategy and Fulfilment Excellence
- Drive organisational service fulfilment performance, with a strong focus on achieving and sustaining a 99% fulfilment rate.
- Support teams in delivering attainable outcomes through strong guidance, escalation support, and impactful problem resolution.
- Ensure consistency in execution across teams while maintaining service quality and operational efficiency.
Process Improvement and Workflow Optimisation
- Review current workflows and identify opportunities to improve efficiency, reduce manual effort, and streamline coordination processes.
- Propose and implement process enhancements, including automation opportunities, to improve operational turnaround times and team productivity.
- Develop and refine SOPs, policies, and internal processes to support scalability and service excellence.
Systems and Continuous Improvement
- Work with cross-functional stakeholders to propose and develop new system features and operational improvements.
- Drive continuous improvement initiatives that enhance visibility, reduce bottlenecks, and strengthen day-to-day execution.
- Collect and incorporate feedback from teams to refine strategies and improve implementation effectiveness.
Data-Driven Decision Making and Stakeholder Management
- Use operational data, stakeholder feedback, and performance trends to guide strategic decisions and identify improvement opportunities.
- Support Team Leads in navigating complex, sensitive, or high-impact operational issues with sound judgment and professionalism.
- Balance stakeholder needs with operational realities to deliver practical, sustainable solutions.
Risk Management and Cross-Functional Collaboration
- Proactively identify operational gaps, risks, and opportunities, and work with relevant teams to implement preventive or corrective actions.
- Partner cross-functionally to strengthen processes, improve service outcomes, and support broader organisational goals.
- Ensure changes and initiatives are effectively translated into team execution and measurable operational results.
What Success Looks Like
In this role, success will be measured by:
- Stronger alignment and consistency in execution across service coordination teams
- Improved team accountability and performance against key operational targets
- Higher fulfilment rates and reduced operational bottlenecks
- More efficient workflows with reduced manual intervention
- Better scalability through clearer SOPs, policies, and system enhancements
- Stronger adoption of improvement initiatives through effective leadership and team engagement
Who We're Looking For
Key Skills and Competencies
- Strong leadership and people management skills, with experience leading team leads or supervisory-level staff
- Proven ability to drive operational performance in a fast-paced service environment
- Strong analytical and problem-solving skills, with the ability to translate data into action
- Excellent stakeholder management and communication skills
- Experience in process improvement, workflow design, or operational transformation
- Ability to manage competing priorities while maintaining high service standards
- A proactive, solutions-focused mindset with strong ownership and accountability
Qualifications and Experience
- Minimum 4 to 5 years of relevant experience in service operations, care coordination, customer operations, or related functions
- Prior people management experience, including coaching or leading team leads, is strongly preferred
- Experience in healthcare, home care, community care, or service-based operations will be an advantage
Why Join Us
You will have the opportunity to shape and strengthen a critical function that directly impacts service quality, operational effectiveness, and care outcomes. This role offers the chance to lead meaningful operational improvements, develop high-performing teams, and contribute to a mission-driven organisation focused on delivering impactful care.
