Principal Service Delivery Officer

As a Principal Service Delivery Officer, you will be responsible for providing strategic oversight, and monitoring of NIISQ service providers to promote positive outcomes for NIISQ participants.

You will lead and seek positive outcomes for the National Injury Insurance Agency, Queensland (NIISQ Agency), Motor Accident Insurance Commission (MAIC) and Nominal Defendant (ND) (collectively referred to as the Motor Accident Insurance Schemes Queensland or MAIS-Q).

The employing entity for this role is NIISQ Agency.

Your role

• Support the Manager Service Delivery Partnerships in establishing and implementing relevant frameworks related to provider partnerships
• Deliver a range of provider partnership projects and activities to enable NIISQ agency's strong partnership approach with external service providers
• Provide high level advice to internal and external stakeholders on all aspects of service partnerships to encourage innovative practices and support the delivery of NIISQ strategic objectives
• Undertake activities to attract, register, on-board and retain service providers across each service group as required by the National Injury Insurance Scheme (Queensland) Act 2016 and Regulation
• Manage operational and day to day issues relating to service delivery by working collaboratively with all key stakeholders to ensure high quality service outcomes
• Work with the Manager Service Delivery Partnerships to gain insights on business needs, monitor local and national developments in the industry, and maintain high quality service outcomes
• Lead and supervise the monitoring and review of providers in accordance with NIISQ legislation, relevant agency policies and procedures to ensure provider appropriateness
• Lead the collection of data and information to support Executive Reporting requirements for each service group
• Undertake planning and implementation in collaboration with other NIISQ colleagues and in consultation with providers through service group forums, conduct training and development for service providers, and other relevant activities
• Develop and maintain knowledge of providers within the service groups to ensure the Participant Care team is provided with quality provider information that results in quality matches between participants and providers
• Manage and investigate complaints relating to service provision in accordance with the relevant NIISQ policies and procedures
• Contribute to the development of policy, procedures and templates, including the development of provider training materials
• Undertake analysis of trends to identify key opportunities to drive continuous improvement and value for spend
• Other appropriate duties as directed or negotiated, commensurate with the role
  
  

About You

To be successful in this role you will demonstrate a strong commitment to shared values, and a broad skillset that includes:

• Applied, expert knowledge and understanding of service provider partnership and monitoring principles and processes relevant to the NIISQ, including the ability to drive continuous improvement
• Strong and proven expertise in managing service providers in accordance with the Queensland Government and NIISQ frameworks, policies, procedures and the National Injury Insurance Scheme (Queensland) Act 2016 and Regulation
• High level communication and advisory skills and a record of success in negotiating and influencing service provider outcomes with internal and external stakeholders, to provide innovative solutions
• High level project management and organisational skills and the ability to lead within a dynamic environment, including a collaborative, autonomous, flexible and agile working style and approach
• Well developed, proven skills in investigating and sensitively dealing with confronting and complex issues and facilitating effective solutions, including identifying and responding quickly, flexibly and effectively to issues of client and organisational risk
• Well developed, proven skills in strategic monitoring of service providers and sector including NIISQ data and industry trend analysis to inform proactive responses
• Strong commitment and alignment with NIISQ Agency purpose, guiding principles and values
• APPLICANTS ARE REQUESTED TO APPLY ONLINE – scroll down and click the 'APPLY ONLINE' button***
  
  

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Occupational group Administration
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