Director, Roll Operations and Client Services

The Service Design and Foundation Branch has a focus on contemporary client-centric service design and continuous improvement. This includes an emphasis on the foundational capabilities for the design and delivery of electoral events including service design, doctrine, event planning, quality assurance, public engagement, national electoral Roll Operations, and industrial election and ballot service delivery.
The Branch manages and supports the network to deliver a range of operational capabilities such as the implementation and promotion of policy and doctrine, a quality management framework, and the election readiness framework. The Branch also manages all facets of enrolment, including enrolment capability development and coordination for other operational elements delivered through our state and divisional offices, and the delivery of industrial election and ballots.
The key duties of the position include
The Director Roll Operations and Client Services section leads a team within the Service Design and Foundations Branch. It is a highly dynamic and Client-centric focused team tasked with achieving the branch's vision of designing electoral services that meet users' needs and continue to sustain trust in democracy.
Our leaders have an inquiring mind, build an inclusive culture that enables people to make their best contribution, promote collaborative work practices, actively manage and embrace risk, and are responsible for driving and undertaking work that is complex and/or sensitive in nature, under limited direction.
This opportunity will require you to lead and manage an agile and multidisciplinary team responsible for the delivery, administration, and coordination of operational program activities across the Service Delivery Group, ensuring high quality outputs, and maintaining a high level of subject matter expertise.
You will direct the coordination and planning of enrolment program activities across the Group, including ensuring work areas across the network are aligned with agency operational needs and program schedules.
The Director, Roll Operations and Client Services role, oversees the management of multiple projects and programs: federal and state Close of Rolls events, including national plans, management, implementation of the redistribution of electoral boundaries into enrolment systems, the Silent Elector Processing Cell, ensuring key performance indicators are met while maintaining the privacy of Silent Electors. Providing technical support and management of operational elements involved in specialised enrolment projects including state and federal redistributions, and close of roll events.
You will manage relationships and oversee the implementation of electoral boundary redistributions into enrolment systems in consultation with the Delivery & Support Branch and Disclosure, Party Registration and Redistribution Branch, State Offices and Joint Roll Partners/federal redistribution secretariat. Develop and manage key strategic internal and external relationships, this may include promoting, representing, and negotiating on behalf of the AEC in various forums.
This opportunity will require you to undertake work with a high level of complexity and/or sensitivity, utilising specialist, professional or technical knowledge and significant judgement to provide strategic agency level advice and guidance on business operations, capabilities, and program coordination. Provide high quality and timely advice, guidance and reporting to Branch leadership and the Senior Executive cohort including, Executive Leadership Team and the Electoral Commissioner in relation to section/Branch functional responsibilities.
This role requires high level analysis of issues, significant contribution to the management, preparation, and coordination of complex inputs to doctrine and policy formulation and/or project management. You will contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework, according to individual accountabilities and responsibilities. Oversee the design and delivery of plans related to the scanned mail project as well as imaging, printing, and management of enrolment form updates. Develop and deliver capability improvement plans and coordination of information sessions as a means to improve network capability.
To excel you'll have:

• The ability to remain positive, respond to pressure in a calm manner, while committing energy and drive to see that goals are achieved, while building an inclusive culture that enables people to make their best contribution.
• Extensive knowledge and experience in successfully leading and delivering results under scrutiny and within time restraints, with competing priorities.
• A demonstrated capability to achieve positive individual and team results and support the AEC's strategic direction, through monitoring team progress, contributing to continuous improvement, following through to deliver quality outcomes, and generating new ideas approaches and strategies.
• Confidence and ability to effectively communicate, collaborate and negotiate with team members, business areas and external stakeholders at all levels of seniority to achieve outcomes and facilitate cooperation.
• Ability to build capability in a team environment through coaching others, providing performance feedback, conflict resolution and encouraging career development.