Hybrid Relationship Manager, Community Partnerships

at Mable

• Job title: Relationship Manager, Community Partnerships
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sydney, Australia

About the role

• Relationship Manager supporting local coordinators to deliver high-quality care in aged services. Collaborating closely with internal teams to ensure effective support for HomeMade customers.

Responsibilities

• Build strong relationships with local community coordinators through regular in-person and virtual engagement to provide support, address challenges, and ensure alignment with HomeMade’s policies and procedures.
• Develop and deliver consistent onboarding, training, and review programs to build coordinator capability and ensure compliance with HomeMade standards.
• Act as the primary point of contact for local community coordinators, supporting their engagement with HomeMade’s operational teams and effective use of the HomeMade Portal.
• Maintain a deep understanding of customer and local community coordinator needs throughout the end-to-end service lifecycle. Oversee timely and accurate service delivery by local community coordinators, including onboarding service providers, coordinating customer services in line with support plans, scheduling reviews, and responding to customer requests.
• Manage and escalate complex or high-risk customer matters, ensuring timely resolution and appropriate risk escalation.
• Support the implementation of changes under the New Aged Care Act by coordinating updates to policies, procedures, training, and customer communications in partnership with the HomeMade leadership team.
• Communicate process and procedural changes clearly and promptly to local community coordinators.
• Responsible for educating and auditing adherence of local community coordinators to HomeMade policies and procedures as well as Aged Care regulatory requirements.
• Directly manage actions with local community coordinators as required for management of High Risk or complex customers with Support Partner teams and Clinical teams.
• Collaborate in person and virtually with local community coordinators to identify and implement process improvement initiatives and continue to support the scaling of HomeMade’s local community partner model.
• Ability to support, engage and collaborate with multiple stakeholders across the organisation to identify and lead the delivery of strategic initiatives.
• Collaborate with senior management to improve processes, policies and objectives.

Requirements

• Bring an enthusiastic, "can-do" attitude and a genuine desire to learn and grow.
• Proven experience in relationship management, with the ability to build trust and maintain strong partnerships.
• Experience engaging with remote and regional communities is desirable but not essential.
• Experience working with home care recipients and funding within the aged care or community sector.
• Valid Australian driver’s licence and a willingness to travel to regional and rural locations to build in-person connections.
• Strong problem-solving skills, with the ability to find practical solutions that balance the needs of customers, communities, and the organisation.
• Demonstrated ability to plan, deliver, and oversee local community initiatives and programs.
• Experience collaborating effectively across internal teams and external stakeholders to achieve shared goals and service outcomes.
• Excellent communication and influencing skills, with the ability to inspire confidence and drive positive change.
• Strong time management and organisational abilities, able to manage multiple priorities effectively.
• Confident using technology and systems such as Google Suite and Salesforce.
• Reliable, self-motivated, and proactive, comfortable working both independently and as part of a small, supportive team. Resolution-focused, with a commitment to delivering positive outcomes for all stakeholders.

Benefits

• Power your career ⚡️
• Access parental leave 👶
• Work with flexibility 🏠
• Flexi Leave Days 🌴
• Take a floating public holiday 🫶🏾
• Be rewarded 🏆