Address
Form of workAbout the opportunity
Reporting to the Branch Manager Client Services Centre (CSC), this position works closely with the senior executive and CASA’s business areas to improve client service performance, quality, and digital efficiency.
The section works closely with other key stakeholders to delivery important reporting on CASA’s activities to the CASA executive, it’s Board, the Board Audit and Risk Committee and the Minister.
The section is responsible for CASA’s client service quality practices, which includes developing and improving the CSC’s service catalogue and delivery standards, coordinating corporate performance measures and associated reporting, and driving digital channel uptake.
The Section Manager Client Service Quality and Performance is responsible for:
- Leadership: Provide a strategic level of technical expertise for the client service quality and performance section, including identifying innovative solutions and communicating the impact of decisions on CASA’s business objectives.
- Quality: Managing and improving the CSC quality practices as part of CASA’s enterprise quality framework.
- Digital transformation: Acting as the key Branch contact for all digital uplift activity in conjunction with the Information and Technology (IT) branch and relevant Executive. This includes prioritising digital investment and ensuring appropriate strategies to ensure digital capacity is utilised internally and externally.
- Business strategy and reporting: Supporting the Branch Manager in the development of Branch business plans (and input to Divisional Plan) and associated Ministerial reporting. This includes Branch input into CASA’s business investment cycle.
- Service performance: Developing, implementing and managing service delivery standards and work with the Section Manager, Client Service Delivery to ensure compliance with these.
- Documentation: Managing and improving all controlled documentation, standard operating procedures and work practices to ensure the quality outputs of the CSC.
- Shared ways of working: Ensuring consistent application of policies and standards across all service offerings through the management of the CSC Quality Practices and activities
- Stakeholder Engagement: Representing CASA at whole-of-government client delivery forums and be CASA’s primary point of contact for other agencies, including Liaising and negotiating persuasively with various internal and external key aviation stakeholders.
- Engaging with Aboriginal and Torres Strait Islander peoples in a sensitive, respectful and equitable manner to achieve shared outcomes.
- Promoting workplace safety, equity and diversity and participative management and environmental management practices in the workplace and acting in accordance with CASA values and behaviors.
Our ideal candidate
Our ideal candidate must demonstrate the following:
- An extensive understanding of the operation of government and the Australian Public Service.
- Highly developed leadership and management skills, including the ability to foster a positive and supportive team culture.
- Extensive knowledge and experience in client service delivery, quality management and digital transformation in line with CASA’s strategic direction.
- Ability to think strategically, use judgement and initiative to produce high quality strategic outputs.
- Ability to lead and/or people management knowledge and experience.
- Capacity to work in a busy environment, working with competing priorities and ability to effectively manage and prioritise workload to deliver agreed outcomes.
- Knowledge and experience in liaising and negotiating with senior levels of management to achieve outcomes.
- Highly developed written and oral communication skills.
