El 2 Director, Client Operations Support

• Location: Canberra, ACT; Sydney, NSW; Brisbane, QLD; Melbourne, VIC
• Salary Range: $142,574 - $160,474 + Attractive Superannuation
• Contact Officer: Victoria Benz (02) 9213 7878 Victoria.Benz@dva.gov.au

The Client Operations Support Section provides a range of enabling supports for frontline client service delivery areas. The Section is responsible for managing the Department’s telephony platform in conjunction with Services Australia. The team delivers workforce planning and scheduling services to a number of business areas within DVA and provides technical support and assistance on the DVA’s telephony channel. In addition, the team undertakes Quality Assurance activities across email, online form and phone services for the Veterans’ Access Network (VAN).
The Section manages a number of arrangements with other service providers to deliver high quality in-person services to veterans, especially in regional and remote locations. This includes providing training and advice to support the delivery of those services, and regularly reviewing and updating arrangements.
The Section also manages the Department’s Feedback Management unit, responsible for capturing, resolving and reporting on complaints, compliments and suggestions received for the full range of the Department’s services. The team works closely with business areas to resolve complaints in accordance with best-practice policies and guidance, and share compliments to highlight service excellence.
Duties

• Lead and manage a diverse, geographically dispersed team and manage section activities to deliver a broad range of functions.
• Develop and manage key strategic relationships with a broad range of internal and external stakeholders, including representing the Department in high level discussions and negotiations.
• Provide quality and timely reporting on feedback on the Department’s services, identifying trends to inform continuous business improvement and innovation.
• Provide strategic direction to the section, including the development of business plans, strategies, budgets and priorities and monitor work flow and performance.
• Contribute to the Department’s strategic reform and operational business transformation.
• Develop, coach and mentor employees, manage performance, conflict and identify training needs.
• Role model behaviours which are inclusive, collaborative and encourage curiosity and innovation.

Eligibility

• Applicants must be an Australian citizen to apply.

Notes
This recruitment process is being used to fill an ongoing and/or non-ongoing position.
Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to 12 months.
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.
DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.
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. For more information visit:
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