Job Title: Manager (Capability, Engagement And Learning)
The Department of Customer Services seeks a skilled manager to lead the Capability, Engagement and Learning team. This team supports frontline staff working across Service Centre Operations by providing valued products and services to customers.
* Lead a talented, multi-disciplinary team who champion customer needs through engagement with internal and external stakeholders.
* Ensure frontline staff have accurate and timely information to succeed in their roles and meet legislative obligations.
* Develop and implement innovative training programs to increase overall capability and adaptability.
Responsibilities:
1. Manage and lead a multi-skilled team.
2. Liaise and negotiate with policy divisions, internal and external stakeholders, including law enforcement agencies.
3. Implement policy changes affecting Service Centre Operations, determining delivery approach and developing new policies and procedures.
4. Design and implement innovative, cost-effective and omni-channel training programs and materials for employees.
5. Provide expert advice to senior management and industry on service delivery network developments and build support for proposed changes.
6. Oversee knowledge management systems and lead relationships with external vendors.
7. Identify and resolve statewide service delivery issues, responding to emerging policy issues, deficiencies in current policies and procedures, and implications of policy and procedural issues.
8. Undertake business process review projects and identify employee training needs.
9. Prepare reports, briefings and correspondence according to departmental standards to effectively respond to enquiries and support decision making.
10. Represent Service Centre Operations and champion its interests in influencing policy and strategy development.
11. Manage workplace culture, diversity, respect and inclusion, and proactively manage staff performance and conduct.
Key Qualifications:
Applications will remain active for 12 months.
This is an exciting opportunity for professionals seeking leadership roles in public administration.