General Manager Client Care

About the role

The General Manager – Client Care leads the end‑to‑end client journey for older Australians, ensuring responsive, personalised and high‑quality support from onboarding through ongoing service delivery and engagement.

Key responsibilities

• Oversee the full client lifecycle, from onboarding to retention, driving revenue growth through effective package utilisation.
• Lead high‑performing teams focused on client outcomes, operational excellence and continuous improvement of customer journeys.
• Develop and implement service continuity and retention strategies that strengthen long‑term client relationships.
• Collaborate with Care Delivery and Clinical leaders to align client needs, workforce capacity and service quality.

Required profile

• Significant senior leadership experience in client operations, customer experience or service coordination within a regulated environment.
• Proven track record of leading large‑scale service delivery and client‑facing teams with strong commercial acumen.
• Exceptional stakeholder management skills with the ability to influence operational, clinical and executive teams.