Aps6 Team Leader

About the role: 

The Australian Financial Security Authority (AFSA) is responsible for managing the application of bankruptcy and personal property securities laws through the delivery of high-quality personal insolvency and trustee, regulation and enforcement, and personal property securities services. 

The Regulatory Operations Group is responsible for operations in Service Delivery and Enforcement and Practitioner Surveillance. This work operationalises AFSA’s strategy, delivering integrated end to end regulatory services that supports clients through AFSA systems and ensures compliance in line with AFSA’s approach to regulation to: People centric, Outcomes focused, Harms based, Intelligence led, and Strengths based. 

The AFSA Service Centre (ASC) falls within the Service Delivery Division and provides frontline services relating to personal insolvency and the personal property securities register. The ASC manages all incoming email correspondence and phone calls for both internal and external stakeholders and clients. The ASC operates from 8:00am to 7:30pm South Australian time. Staff will work in a scheduled environment to ensure support for our clients during the ASC’s operational hours.

Purpose of the Position

Lead, supervise and coach a team of Service Officers and Advisor to manage personal insolvency and personal property securities interaction via our service delivery channels effectively and efficiently. Develop staff to be client focused and willing to understand and meet the changing demands of the Australian public. Cultivate a team environment with a supportive culture that encourages innovation and business improvement where staff are valued and committed to providing world-class government service delivery.

Accountabilities

Effectively manage and monitor a team to enable high performance/world class service delivery in accordance with established policies and procedures, ensure quality and implement remedial action as required.

Lead and build a high performing team by:

• Establishing clear work expectations, systems, and processes
• Encouraging and supporting ongoing learning and development opportunities
• Identifying opportunities to enhance team performance in an environment of collaboration, continuous improvement, and change.
• Encouraging employee feedback to improve work practices and processes and recognise staff for innovative ideas.
• Coaching and mentoring staff
• Monitor and respond to service delivery issues and provide feedback to the Service Support Team to identify skills and knowledge gaps.
• Conduct real-time monitoring of staff and ensure service levels are achieved and staff are meeting key operational performance measures.
• Respond in a positive and flexible manner to change and uncertainty and encourage cooperation in coping with change.
• Manage and resolve escalated problems and complaints and implement strategies to improve future work processes and outcomes.
• Responsible for providing process and operational guidance and direction to the team.

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.

Core skills and capabilities

To be successful in the role, you will demonstrate the following:

• Understands legislative and policy obligations as a people manager and supports teams by providing clarity of work responsibilities, aligned to organisational goals and priorities. Holds self and others responsible for achieving results and agreed outcomes. Positively contributes to a culture of high performance, through effective performance management practices.

• Keeps people at the centre of thinking, decisions, and actions, including internal systems and processes. Demonstrates empathy,curiosity and listens deeply to understand a person’s context, challenges, and needs. Keep one’s word and follow through on promises or commitments made. Coaches the team to follow through on their commitments to clients and sets the tone and expectation of service excellence for the team. Ensures delivery of superior client service and achievement of KPI’sand targets throughmonitoring and provisionof feedback.

• Be able to discern and assess incoming information from reliable intelligence that is factual and provides diverse views for considered decision-making. Be able to determine the difference between assumptions and opinions with facts to ensure the right information is being assessed and measured.

• Understands and applies legislative instruments and regulatory frameworks to ensure compliance with corporate governance and legislative requirements, industry codes, standards, and policies.

• Communicates clearly in plain English, without using jargon. Demonstrates an ability to convey a message succinctly and with empathy, regardless of medium (written, verbal, digital).
• Understands the target audience, and tailors' messagein a way that appeals to them.

• Displays a Growth mindset. Demonstrates proactivity, emotional intelligence, and self-direction in the face of uncertainty, change or new situations. Chooses a course of action or decision without having the total picture. Supports, promotes and champions change and assists others to engage positively. Develops and implements a consultative approach to support the transition of individuals and teams from a currentstate to a desired futurestate. Creates an environment which fosters change readiness and a proactive approach to anticipate and respond to the changing environment.

Qualifications accreditations and experience

Required:

• People management experience

Highly desirable:

• Tertiary qualifications in Law, Accounting, or relevant discipline from an Australian tertiary institution.
• The ability to interpret legislation.
• Experience within the Insolvency or Finance Industries.

Eligibility:

Please note that this opportunity is open only to Australian Citizens.

The successful applicant must have or be willing to undergo and maintain a security clearance to the level of Baseline Vetting 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.

How to apply? 

The closing date for this position is 11:59PM AEDT, Wednesday 13 March 2024.

Applications for this vacancy are submitted online through the AFSA careers portal.

If accessing the AFSA careers portal for the first time you will need to register. You will receive a confirmation email with a link to confirm your registration. Make sure to check your Junk folder if you don't see this email in your Inbox. Please note that the registration process only needs to be completed one.

Once you have confirmed your registration, to complete your application, you need to:

• Click the 'Apply' button below which will open the AFSA careers portal.
• Provide evidence in the education/qualifications section of your application, if applicable  
• Complete a short questionnaire (mandatory).
• Attach your resume and statement of claims (cover letter 1-pages) addressing the skills and capabilities and required qualifications, accreditations, and experience outlined in the position description (mandatory)
• Provide the full name, employer, and contact details of at least two referees, one of which must be your current or most recent manager.

Ensure that all mandatory fields (marked with a red banner) are completed.