Governance & Risk Lead at Chain IQ responsible for S2C and P2P service delivery excellence. Collaborating closely with internal teams to manage risks and ensure quality compliance.
About the role
- Senior Manager overseeing Incidents & Complaints at HomeMade to drive quality and support for aged care services. Collaborating across business areas to ensure high-quality service experience.
Responsibilities
- Lead, coach, and develop a high-performing Quality team
- Build capability across the business through training and expert guidance
- Foster a collaborative, values-led culture and influence stakeholders
- Oversee end-to-end management of incidents and complaints
- Ensure high-quality investigations, documentation, and timely resolution
- Act as an escalation point for complex or high-risk matters
- Ensure compliance with the Aged Care Act, Quality Standards, and SIRS reporting
- Oversee regulatory reporting and responses to external bodies
- Monitor data to identify trends, risks, and improvement opportunities and communicate these effectively to the business
- Drive process improvements across teams and functions
- Translate insights into practical changes that enhance outcomes
- Partner across the business to strengthen quality and safeguarding practices
Requirements
- 3+ years experience in incident and complaint management, within the aged care sector and familiar with the Strengthened Aged Care Quality Standards.
- Proven ability to guide, influence, and support operational teams in investigating, managing and resolving incidents and complaints effectively and successfully.
- Skilled in investigating, managing, and resolving customer complaints and incidents at a senior level, with the capability to train and mentor others in these practices.
- Demonstrated experience in preparing high-quality, regulatory-compliant responses to complaints and incidents for submission to external bodies.
- Experienced in collaborating across internal and external stakeholders to deliver high quality outcomes in areas of accountability.
- Exceptional communication and leadership skills, with a demonstrated ability to influence positive change across teams.
- Strong problem-solving and decision-making capabilities, ensuring balanced, informed, and timely outcomes.
- Excellent time management and organisational skills and display deep customer empathy, a resolution-focused mindset, and a commitment to continuous improvement.
Benefits
- Power your career ⚡️
- Learn from industry experts, experienced leaders, and on-the-job opportunities.
- Access parental leave 👶
- Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
- Work with flexibility 🏠
- We’re a hybrid workplace, balancing time in the office with remote work.
- Flexi Leave Days 🌴
- Get one extra paid leave day per quarter for what makes you happy.
- Take a floating public holiday 🫶🏾
- Acknowledge a significant day your way with family and friends.
- Be rewarded 🏆
- Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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