Overview
Manager, Proactive Customer Management – NSW Trustee and Guardian 1 x Ongoing full-time vacancy. This role is based in Newcastle 3 days per week and 2 days working from home. 2 x Temporary full-time vacancies available up to 30 June 20
These roles are based in Parramatta 3 days per week and 2 days working from home. 3?5 hours per week. Clerk Grade: Level 9/
Base salary $129,464 p.a. to $142,665 p.a. plus 12% superannuation and annual leave loading.
About Us At NSW Trustee and Guardian, our purpose is to support the rights, welfare, and interests of the people of NSW. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers' lives. Join our dedicated NSW Government agency and make a difference in the lives of over 50,000 people each year. Our commitment to diversity Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.
About The Team NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person's financial affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our Foundation and Independence Team, Proactive Customer Management Team and Customer Independence and Support Team. The Proactive Customer Management Team is responsible for complex and critical estates and engages with our financial management customers and their families when making financial decisions on their behalf, including the development and review of financial strategies and budgets.
About The Role In this role, you will develop and lead high performing Proactive teams to deliver consistent and high-quality financial management services that meets the needs of our customers, stakeholders and aligns to NSW Trustee and Guardian's Customer Excellence Principles. The role supports and coaches a team to achieve consistent financial management practice which meets the needs of customers and is supported by ongoing quality control, dynamic operational systems, and strategic collaboration with the internal and external stakeholders. This Is An Exciting Opportunity That Will See You Lead and manage teams to achieve high levels of performance, deliver excellent customer service to customers with disability and may be vulnerable, while meeting organisational outcomes. Inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide "best practice" customer service. Provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and support effective business planning and initiatives. Collaborate with professional practice leaders, managers and staff across the business to continually build responsive and high-quality practice standards and capabilities including establishing and actively managing key internal and external stakeholder relationships based on open, regular discussions and feedback to ensure effective interface between Estate Management, Estate Administration and Planning, Public Guardian staff and other teams. Contribute to developing, reviewing and implementing policies, procedures relating to Financial Management, and systems to effectively manage and improve the delivery of customer and support services. Ensure Estate Management staff maintain knowledge of legislation, protocols and processes to ensures work practices are of the highest quality. Support the team to manage and respond to customer feedback, including managing complaints, which at times may be complex and undertake investigations and reviews to ensure all decision making is compliant with legislation, policies, procedures, guidelines and standards, ensuring outcomes are communicated and documented.
Responsibilities
* Lead and manage high performing Proactive teams to deliver consistent and high-quality financial management services that meet customer needs and align to Customer Excellence Principles.
* Provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and business planning.
* Collaborate with professional practice leaders, managers and staff to build responsive and high-quality practice standards and capabilities, and manage stakeholder relationships.
* Contribute to developing, reviewing and implementing policies, procedures related to Financial Management and systems to improve service delivery.
* Ensure staff maintain knowledge of legislation, protocols and processes to ensure high-quality work practices.
* Support the team to manage and respond to customer feedback and complex complaints, including investigations and reviews to ensure compliance and clear communication.
About You
* Experience leading and managing teams to achieve high performance, delivering excellent customer service to customers with disability or who may be vulnerable, while meeting organisational outcomes.
* Ability to inspire and develop a culture of ongoing learning and best-practice customer service.
* Ability to provide strategic advice as part of the Estate Management Leadership Team to support decision making and business planning.
* Highly motivated, self-driven and able to promote a positive work culture focused on results.
* Excellent communication skills with the ability to work effectively with customers in diverse circumstances.
* Strong collaboration skills to build relationships across teams and with external stakeholders.
Essential Requirements
* Demonstrated leadership and management skills in delivering complex trustee/estate management services with sound strategic thinking and administrative ability.
* Tertiary qualifications in economics, finance or related discipline and/or extensive equivalent experience.
* Available to travel throughout NSW where required.
* Understanding of NSW Trustee and Guardian services and experience supporting people with disability, vulnerable or older people.
* Willingness to have phone calls and team emails monitored for quality assurance and training purposes, and to participate in one-to-one review sessions.
What We Offer
* Flexible work options and work-from-home opportunities.
* Various leave options (recreation, parental, and flex leave of up to 24 days per year).
* Career development including study leave and acting opportunities.
* Access to Fitness Passport, employee assistance program, and annual flu vaccinations.
How To Apply
To apply for this role: complete the online application, submit a resume (maximum five pages), a brief cover letter (maximum two pages) outlining your skills, experience and suitability, and answer targeted questions (maximum two pages).
This role requires coaching, mentoring, and developing staff capability. Provide examples of developing staff or rebuilding team capability. The role involves managing complaints; share examples of investigations or reviews, and how you ensured compliance and clear communication.
Read: writing your job application tips. Visit the Capability Application Tool to prepare for recruitment questions.
Closing date
Applications close 11:59pm, Wednesday 4 March 20.
Contacts
For enquiries about the role, contact Nigel Wilson, Acting Senior Manager – Estate Management via email:. For recruitment process enquiries, contact Antonio Caswell, Talent Advisor via email:. Do not send applications via email, LinkedIn, or SEEK. Applications must be submitted online.
Other
Please note: If you need an adjustment in the recruitment process, contact People and Culture at. Offers of employment are subject to reference checks and relevant clearances. A talent pool may be created for future roles and is valid for 18 months.
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