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Customer Governance & Assurance Manager

NSW Public Service Commission - Macquarie Park, NSW

Government, Defence & Emergency
Source: uWorkin


Organisation/Entity: Transport For NSW
Job Category: Call Centre & Customer Service
Job Location:Macquarie Park, NSW, AU, 2113
Job Ref No: 10910
Employment Type: Permanent Full-Time
Salary Range: $135898.0-$152204.0
  • This position accommodates remote and flexible work practices across NSW, with the opportunity for you to work out of your nearest Regional or Outer Metropolitan office.

Evolving Transport

Transport for NSW is delivering an unprecedented $72.2b investment into a truly game changing Future Transport strategy. We are also evolving, bringing together new and existing transport modes, cutting edge technologies and getting smarter at how we do it. We are changing to deliver more connected journeys, greater satisfaction and safer transport for our customers, both now and for the future.

The Division

The Regional and Outer Metropolitan division is focused on understanding the particular needs of regional communities across NSW and delivering customer-centred integrated transport services and infrastructure.

The Branch

The Chief Customer Office (CCO), a functional branch of Regional and Outer Metropolitan (ROM), is aimed at making NSW a better place to live, work and visit by delivering great customer experiences.

Customer Service Experience & Planning (CSEP) is a branch within ROM-CCO, led by an Executive Director and this branch is responsible for the uplift in the customer service experience program in the medium term and better outcomes for our ways of working through data driven decision making.

The opportunity

We have an opportunity for a Customer Governance & Assurance Manager to join the Strategic Activation Team within the CSEP Branch. This role will be responsible for managing the governance and assurance processes which will enable structured decision making and issue resolution across the branch. Furthermore, it will provide assurance for key service delivery partners e.g. customer service standards, efficiency dividends etc.

What you will be involved in

The successful candidate will be responsible for providing timely and professional assistance with internal governance processes, including secretariat support for governance groups, by scheduling and organising meetings, preparing agendas, distributing papers and preparing minutes. Additionally, this role will be accountable for;

  • Providing coordination of Review Panels, ensuring actions and activities support and promote a positive culture of high quality governance that aids appropriate decision-making and adds value to the Branch;
  • Running relevant Branch meetings to drive project priorities, issue resolution and action close-out activities;
  • Providing support as required in the preparation and retrieval of briefing notes, house folder notes, speech notes and Ministerial and Parliamentary correspondence;
  • Preparing and/or collating all relevant governance submission papers, including (but, assurance reports and decisions securing input and feedback from all relevant parties as well as keeping and managing appropriate records, including coordination of all actions to ensure they are implemented as per governance requirements;
  • Owning and driving program registers including action logs and decisions register ensure that all information is accurate, stored correctly and accessible;
  • Working cooperatively within a team, exchange information and assist other team members to achieve team objectives and work outcomes and successfully navigate the governance structure, and develop successful working relationships through ongoing education, meetings with key contacts and distribution of important governance information;
  • Modelling collegiate and collaborative behaviours to achieve the greater good for the community, celebrate a diverse workforce, create an environment where people can create and thrive, or support people’s wellbeing.

About you

The successful candidate will be a highly organised Governance and Assurance Manager; familiar in the delivery of governance and assurance process and systems. Adept at working in an environment of constantly competing priorities, you will be comfortable enabling the completion of projects while delivering workloads in the required time frames.

Possessing operational awareness, coupled with business savviness, you will thrive on developing and managing strong professional relationships and partnerships within ROM and other stakeholder groups in order to foster and facilitate their optimal collaboration, participation and engagement. With strong attention to detail, you will be confident in your ability to maintain the capacity to provide ongoing, timely, accurate information and services for committee members and associated decision makers, while striving to continually improve overall performance.

It is essential that as an integral part of a customer focused part of the business you will model the behaviours aligned with excellent customer service in all aspects of your professional engagement. Tertiary qualifications in a relevant discipline or equivalent demonstrated experience is required.

This is an exciting opportunity to be a part of a growing Division that values regional NSW and strives towards excellent outcomes for regional communities!

Want to know more?

Please click here to view a copy of the Role Description. For any enquiries, please email: Caitlin.mcdougall@transport.nsw.gov.au

Salary and Benefits

Transport Grade 9 ($135,898 - $152,204) + Super

Our Commitment to Diversity

Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.

How to apply

To apply for this position, please submit a resume and address the questions in the application.

Close date: 11:59PM Wednesday 26 May 2021.

Job Segment: Manager, Call Center, Management, Customer Service

Macquarie Park, NSW

Government, Defence & Emergency


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