We are seeking an experienced service delivery leader for the role of Director, Service Programs, responsible for leading a diverse portfolio of frontline customer service functions.
The role leads teams delivering cards and concessions, complaints management, the Queensland Government Gazette, and the regional and remote in‐person agent network program. These services are essential in ensuring Queenslanders, particularly those in regional, remote and vulnerable communities, can access critical government support.
This role requires strong, authentic people leadership, with a proven ability to lead customer service teams through change. You will build capability, foster a positive and accountable culture, and bring people together through clear communication, engagement and steady leadership in complex environments.
Responsibilities
* Lead the continuous improvement, delivery, and management of the business area.
* Lead and manage the team to ensure effective change management, financial, contract and resource management.
* Utilise metrics, analytics, customer experience, and feedback to shape continuous improvement, and support broader leadership team and business insights.
* Oversee the management and the overall achievement of performance targets to ensure delivery against agreed targets and budgets and the continuous improvement and growth of services.
* Represent, contribute, and participate on boards/forums and committees to support Digital Customer (SSQ)'s objectives.
* Negotiate, consult, and influence internal and external stakeholders and client agencies, to ensure strong collaboration across government and the meeting of partner and customer needs.
* Contribute as a member of the leadership team toward effective decision making and achievement of business objectives.
* Ensure that business activities operate within all relevant legislative and government standards.
* Lead and manage activities to ensure a high performing team, including recruitment and selection, performance management, coaching, and development of staff in order to achieve established outcomes for the group.
* Maintain professional knowledge and awareness of changes with industry and government to ensure the ongoing development and effectiveness of the business.
* Work closely with Executive Director/General Manager Digital Customer (SSQ) and the leadership team to set strategy direction and to achieve deliverables.
Applications to remain current for 12 months.
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