Adelaide, Brisbane, Canberra, Hobart, Melbourne, Perth, Sydney
The Assistant Director Service Delivery will lead, guide and develop a motivated and skilled service delivery team that is client focused, resilient and adaptable to change enabling excellence in client services. You will develop a service delivery team willing to understand and meet the changing demands of the Australian public.
Key accountabilities
* Openly initiate and consult on new and improved ways of working and effectively implement change and manage ambiguity in the workplace
* Lead and build a high performing team to provide world class service delivery by:
o Establishing clear work expectations, systems and processes
o Encouraging and supporting ongoing learning and development opportunities
o Identifying opportunities to enhance team performance in an environment of collaboration, continuous improvement and change
o Providing technical and operational guidance and direction to the team
o Ensuring quality services are delivered in accordance with established policies and procedures
o Ensuring regular feedback is provided to team members
o Ensuring strategies are implemented that will strengthen and maintain a client centric culture within AFSA Service Centre.
* Collaborate and engage with other Business lines to deliver:
o Work conducted on their behalf, including effective management of complex issues, compliments and complaints, and quality assurance
o Online Services support, including communication and escalation of complex matters
* Assist with providing strategic leadership of the AFSA Service Centre through:
o Identifying, developing and maintaining productive working relationships with key clients and stakeholders (both internal and external)
o Exploring effective cost saving strategies for process related services
* Manage and resolve escalated problems and complaints and implement strategies to improve future work processes and outcomes
* Actively support the Director, AFSA Service Centre in the achievement of strategic service delivery outcomes
* Apply effective corporate governance and management assurance practices ensuring compliance with applicable Commonwealth and AFSA financial and legislative delegations, policies and practices
Qualifications and experience
* Tertiary qualifications in Law, Accounting, or relevant discipline from an Australian tertiary institution (or comparable overseas institution), or demonstrated experience gained within the Insolvency or Finance Industries or a contact centre environment are highly desirable.
All duties will be performed in accordance with:
* the APS Values, Code of Conduct and Employment Principles
* WHS obligations, taking responsibility for own health and safety and that of others
* AFSA’s risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.
Why AFSA?
You will enjoy excellent conditions including:
* Access to Employee Assistance Provider
* Flexibility to balance work and personal life (including working from home arrangements and flexible start and finish times where applicable).
We are a workplace committed to providing an environment that values diversity and supports staff to reach their full potential. We encourage applications from Indigenous Australians, people from culturally diverse backgrounds and people with disability. At AFSA we encourage every employee balance their family commitments and personal interests with flexible working options.
Please note that this opportunity is open only to Australian Citizens. The successful applicant must have or be willing to undergo a security clearance to the level of Baseline as a condition of employment. To satisfy character requirements all AFSA employees must undergo a police records check.
Where a person has received a redundancy benefit from APS agency employment and their corresponding redundancy benefit period has not expired, they may be ineligible for employment. We encourage applications from peoples from culturally diverse backgrounds and people with disability.
How to apply
Applications close Tuesday 17 June 2025 at 11:59 PM AEST.
Applications for this vacancy are submitted online through the AFSA careers portal. Further instructions on how to apply can be found on the advertisement webpage.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job.
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