The General Manager is primarily responsible for ensuring excellent business performance and growth across the Home and Community division. Key focus areas include:

• Excellence in operational service performance.
• Consumer growth and national expansion of service.
• Client and stakeholder engagement.
• Developing and leading high-performing, integrated clinical and non-clinical teams.
• Ensuring effective budgetary management including developing, delivering and managing Budgets.

Operational excellence

• Oversee business operations across various locations, with a focus on client retention and employee engagement.
• Collaborate with team leaders and/or direct reports to optimise clinician utilisation through regular performance analysis and targeted improvements to enhance overall productivity.
• Ensure daily operations are aligned with organisational policies and run efficiently.
• Play a key role in maintaining the organisation’s leadership within its industry by working cross-functionally to support core business initiatives.
• Achieve financial targets and performance objectives within your division.
• Provide clear, timely, and accurate management reports against the approved Business Plan.
• Act as a representative of the company in all dealings with external stakeholders and internal team members.
• Ensure contract compliance across the division, as well as necessary reporting to funders and client contract holders as required
• Uphold and champion the organisation’s values and behavioural standards.

Stakeholder engagement

• Track client satisfaction levels and use feedback insights to pinpoint and implement opportunities for service improvement.
• Manage client complaints promptly and effectively, following established procedures to reduce risk and ensure appropriate resolution.
• Provide team members with training and skill development as needed to support performance and service quality.
• Build and sustain strong client relationships through direct engagement and the application of effective negotiation and communication strategies.
• Oversee the performance of external service providers to ensure they meet client expectations and handle complaints in a timely and appropriate manner.
• Identify key stakeholders—including cultural leaders and community representatives—and develop tailored engagement strategies to incorporate consumer perspectives into service design and delivery.

Business development and planning

• Collaborate closely with the executive team, senior leaders, and support services to roll out strategic initiatives that improve service delivery for clients in the home and community care sector.
• Partner with the Chief Operating Officer to proactively pursue and secure major new business opportunities that align with the organisation’s long-term growth objectives.
• Implement approved business development strategies and track performance against agreed goals and key metrics.
• Build and nurture strong, trust-based relationships with funding bodies and key stakeholders, ensuring we remain responsive to their needs and expectations for service delivery.
• Proactively connect with local, regional, and national funding partners to strengthen our position in existing contracts and actively pursue extensions or renewals as opportunities arise.

Safety and compliance

• Meet established service delivery standards, maintain high data accuracy, and achieve key quality performance indicators for the home and community care division.
• Oversee service quality and risk metrics to ensure consistent performance and ongoing compliance.
• Collaborate with both internal and external auditors to support and embed continuous improvement across services.
• Integrate quality of care and overall wellbeing into the heart of service delivery.
• Manage the end-to-end process for complaints, incidents, and adverse events, ensuring resolution aligns with organisational procedures.
• Adhere to all company policies, procedures, and operational guidelines.
• Conduct yourself in alignment with the organisation’s values and expected standards of behaviour.
• Foster and support an inclusive workplace that respects and celebrates cultural diversity.
• Encourage and participate in initiatives aimed at creating a healthy, safe work environment for employees, clients, contractors, and visitors.
• Ensure full compliance with workplace health and safety protocols, including hazard identification, incident reporting and investigation, staff induction, and contractor/visitor management.
• Identify and manage significant risks within your area, taking action to minimise or eliminate them.
• Stay informed of, and comply with, all employment laws and health and safety regulations relevant to your role.
• Confirm that your team understands and follows emergency procedures specific to your division.
• Lead by example and support your team in promoting a strong health and safety culture to protect both staff and service users.
• Carry out additional tasks as required by your manager, provided they align with your skills and capabilities.

Financial management

• Take full accountability for the financial outcomes of your area, including the creation, execution, and oversight of budgets in collaboration with operational, clinical, and finance teams.
• Achieve or surpass annual targets related to profit and return on investment.
• Follow established procurement guidelines to ensure cost-effective purchasing and value optimisation.
• Consistently seek opportunities to enhance the financial efficiency and performance of your division.
• Guide and mentor direct reports to strengthen their skills in effective budget management.
• Be responsible for reporting as necessary to funders and contract holders

Desirable Criteria

• Understanding of Nga Paerewa Health and Disability services standard NZS 8134:2021
• Understanding of interRAI principles and bulk funded contracting models
• Understanding of the Employment Relations Act 2000, Holidays Act 2003, Health & Safety legislation and Health & Disability Sector Standards

Other Essential Attributes

• Ability to work in detail but also think strategically
• Sound judgement and a high level of integrity
• Strong all round ability with exceptional standard of professionalism and well developed emotional intelligence skills and personal maturity

For further details on the role requirements, see the position description

• Regional or national experience in a service delivery or operations role, preferably within the health/disability or community services sectors
• Sound commercial acumen, with an ability to balance this with the people requirements of the role
• Experience creating, developing, leading, and motivating high-performing large teams who work collaboratively to deliver high-level objectives
• Excellent interpersonal, communication and influencing skills with the ability to communicate with a culturally diverse range of people
• A love of problem solving combined with resilience to cope with the unexpected or difficult, whilst maintaining focus and composure
• Excellent planning and organisational skills, along with project management experience
• Demonstrable understanding and commitment to Te Tiriti o Waitangi
• Ability to work in detail but also think strategically

The General Manager, Home and Community Services reports to the Chief Operating Officer

• Direct Reports: Service Manager/s
• Indirect Reports: Co-ordination team leader; District Co-ordinator team members; Support Workers

Internal

• Phoenix Healthcare staff, Executive team and Board, Service Delivery
• Clinical and non-clinical colleagues; Rostering teams, enabling service teams (HR, Finance, Marketing & Communications, Quality etc.

External

• Ministry of Health (MoH), Department of Corrections, Justice
• Department, Accident Compensation Corporation (ACC), Needs
• Assessment and Service Coordinators (NASCs), Te Whatu Ora/ Health
• NZ and other government and non-government funding agencies and
• Disability advocates; Suppliers; Unions; and Industry bodies

To be discussed with HardyGroup Principal Consultant

Service Location: Head office based In Christchurch, however travel
​ across sites will be required.

Annual Budget: To be Discussed with HG Principal Consultant

Staffing: To be Discussed with HG Principal Consultant

Role Description

Phoenix Healthcare Website

Organisational Chart

Board and Executive Team

The closing date for applications is Friday, 20 June 2025

The reference number to include in your application is H25_5164

Note: Please use the online platform to submit your application. It will not be accepted via email.

If you require assistance in submitting your application online, please get in touch with Executive Search Coordinator, Aldie Zuñiga: M: +61 (0)49 410 1082 / E: azuniga@hardygroupintl.com

Your application must include:

1. 1.Cover letter addressed to the Principal Consultant;
2. 2.A written response addressing the key selection criteria; and
3. 3.An up to date copy of your Curriculum Vitae.

It Is standard practice for HardyGroup to acknowledge receipt of your application no later than the next business day. We request that if you do not receive the acknowledgement, you contact the search coordinator listed above as soon as possible after the 24-hour business period and arrange to resend your application if necessary.

For a confidential discussion, please contact:

Lynette Taylor
​HardyGroup Executive Director, Search & Recruitment
​M. +61 (0)431 293 861
​E. ltaylor@hardygroupintl.com