Regional Manager

3 weeks ago

Brisbane, Australia Public Trust Office Full time

We are seeking a Manager to lead the Public Trustee's Customer Experience and Delivery, Financial Management division in Brisbane. The role of the Regional Manager is an excellent opportunity for a values-based professional who has experience in a customer service delivery environment. Your capability to lead staff and internal stakeholders whilst ensuring alignment to the organisational strategic goals is key for this role.

**As Regional Manager, you will**:

- be responsible for the overall leadership and operational management of the various functions of the Public Trustee regional office. This role is responsible for building a positive, customer-focused culture, fostering staff development, and ensuring that all team members are aligned to delivering a superior customer experience.
- be responsible for setting the direction and providing effective governance, to achieve the desired outcomes, per the Public Trustee Strategic Plan. Practically, this involves ensuring quality and compliant case management, decision-making and customer communications. This position will oversee a number of work categories undertaken by the Public Trustee including disability services, minor trusts, trusts, deceased estates, preparation of wills and enduring powers of attorney.
- proactively pursue operational excellence with a clear understanding and focus on Key Performance Indicator (KPI) targets including revenue generation & expense control, customer satisfaction Net Promoter Score (NPS), employee engagement and the Working for Queensland Survey (WFQS) results, recruitment, staff development and training requirements, complaint management, Customer liaison and local area advocacy.

**As a Regional Manager the key to your success will be**:

- your strong business acumen
- ability to lead, motivate and develop your team
- The ability to deliver quality customer experience outcomes in a complex and changing environment; and
- A commitment to serving the community.

Mandatory requirements/Highly desirable requirements
- While not mandatory, experience in one or more of the work categories undertaken by the Public Trustee including disability services, minor trusts, trusts, deceased estates, preparation of wills and enduring powers of attorney is highly desirable.
- Experience in a frontline customer-facing business environment is highly desirable.

Key responsibilities
- for a full list please refer to the attached role descrition
How to apply
If you are interested in working with us, please provide the following information to help us assess your suitability:
*
- Your current resume, including a comprehensive employment history and any relevant qualifications and professional certifications you hold.
- A cover letter (no more than two pages) outlining recent examples of your ability to demonstrate the 'Key capabilities' required to perform the 'Key responsibilities' of the role, as outlined above.
- Contact details for two referees. At least one referee should have thorough knowledge of your conduct and performance within the previous two years. If you are a current or previous public service employee, please nominate a referee who can report on your public service employment.
- Details of any visa conditions if you are not an Australian citizen or do not have permanent residency status.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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