Branch Manager Performance Quality and National Workload

• National Disability Insurance Agency
• Supports the delivery of a high-quality, end-to-end participant experience
• SES Band 1 role; Location flexible

About the NDIA
The National Disability Insurance Agency (NDIA) is an independent statutory agency of the Australian Government. We are implementing the world leading National Disability Insurance Scheme (NDIS). This is one of the biggest social reforms in Australia’s history. The NDIS is designed to enhance the quality of life of, and increase economic and social participation for, people with disability.

About the Division
The National Operations and Performance Division has a critical focus on improving the planning and participant experience across the NDIS, and is responsible for the delivery of services, projects, and reforms that enhance operational performance and frontline capability. The Division plays a key role in shaping strategic and operational direction as part of the Service Delivery Leadership team and contributes to broader Agency reforms.

About the role
The Branch Manager Performance, Quality and National Workload is an SES Band 1 position, reporting to the General Manager, National Operations and Performance. The Branch Manager has 9 direct reports, and responsibility for a Branch of approximately 115 staff located nationwide.
The Performance, Quality and National Workload Branch supports the delivery of a high-quality, end-to-end participant experience through performance management and reporting, quality assurance programs, and workforce planning to inform Service Delivery frontline capability.
This role is accountable for:

• Leading, enabling and motivating a team
• Overseeing performance monitoring and reporting across Service Delivery frontline roles
• Ensuring compliance and quality in decision-making
• Developing strategies and frameworks to embed quality and performance into processes
• Delivering state and national reporting on quality program performance
• Benchmarking and planning delegate workloads to support timely and quality participant outcomes, aligned with the Participant Service Guarantee.

Current priorities
The priorities within the Branch are currently delivering tailored analysis and insights that uncover the story behind the numbers—or provide evidence where data is limited—to inform Agency priorities and reflect the participant experience.
The team is leading the Performance Model and Engagement initiative under the Frontline of the Future program, designing measures and communicating performance priorities through holistic reporting.
Through Performance Reporting and Projections, the Branch provides insights and modelling to support decision-making, drive improvement, and mitigate risk.
The National Workload Management function ensures frontline work is routed to the right staff, at the right time and in the right way, aligned with Agency priorities.
The Branch also supports the NDIA’s Sustainability Strategy, helping ensure participants receive the right plan and budget, spent on the right supports, over the right timeframe.
Quality Assurance and Improvement activities focus on reviewing delegate decisions and working with frontline teams to drive continuous improvement.
Finally, the Branch leads Workforce Planning and Recruitment, offering end-to-end support for staffing needs—from budget alignment and approvals to recruitment coordination and onboarding.

About you
This role is ideal for a leader with strong strategic and operational leadership experience, who thrives in complex environments and is passionate about delivering high-quality outcomes that improve the participant experience. Our ideal candidate will have:

• Senior operational leadership experience and excellent people skills
• A proven track record of building and maintaining effective relationships with a wide range of stakeholders
• The ability to think and act strategically
• Strong judgement and resilience
• A customer-centric mindset
• A collaborative and inclusive leadership style
• Experience in delivering complex programs or reforms.

Eligibility
To be eligible for employment with the NDIA, you must be an Australian citizen and a pre-employment screening process will include a criminal history check and security clearance.

Application Instructions
Closing date for applications is Sunday 3rd August 2025.
Please click the "additional Information" tab below to download a copy of the Candidate Information Pack. A website accessibility menu is available by clicking the icon at the top right-hand corner of the website. Please address your application to Emma Alberici, Principal, Derwent Search.

Your application should include:

• A current resume
• A succinct pitch (maximum 500 words) quoting Job reference 2162_07/25_EXT

Your pitch is your opportunity to tell us why you are the right candidate, why you want to work in the position and what you can contribute. Make sure to highlight relevant examples and accomplishments that show your ability to deliver. Your pitch needs to demonstrate that you have the capabilities, skills and attributes as stated in the ‘About you’ section.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you. Further information can be found at https://www.apsc.gov.au/recruitability

If you would like help understanding this document, would like to receive it in another format or would like to discuss the provision of reasonable adjustments please contact Emma Alberici by email publicsector@derwentsearch.com.au or 0419 683 660 using the National Relay Service 133 677 if required https://www.accesshub.gov.au/about-the-nrs