Service Review and Improvement Specialist
2 weeks ago
**Job no**: 494740
**Work type**: Permanent Full-time
**Location**: Knox Civic Centre
**Categories**: Management
This role will manage cross-organisational teams, secondments and vendors to meet the objectives of the service review and planning program. The role will work closely with a variety of internal stakeholders including our Customer and Communications department to gather community feedback and customer experience data relevant to the service and our Chief Financial Office to understand true cost to serve. The role will also be accountable for building capability across the organisation through the development of processes, guidelines, tools, training and coaching materials.
**Responsibilities**
- Work with the business to establish an effective service review and planning program which recommends changes to senior stakeholders including the Senior and Executive Teams and Council. These reviews will assess the true cost of service delivery, community demand, customer experience, market analysis, environmental factors, forecasting and potential legislative changes, risk, benefits and ultimately defining the revised purpose of the service. The reviews will include recommendations indicating if Council should exit, maintain or enhance service delivery.
- Lead cross-organisational teams to deliver service plans and reviews ensuring accountability to meet critical milestones, ensure key stakeholders are informed
- Work closely with a variety of internal stakeholders to gather and analyse service data and provide key business insights to drive the decision-making process including community engagement and feedback.
- Promote the value of service delivery improvements and influence and engage stakeholders to participate in the process.
- Support the Head of Business Improvement to manage vendors to meet the goals and objectives of the team.
- A strong and evident commitment to customer centricity
- Guide and support work areas in maximising their service delivery to achieve work outputs.
**The Successful Applicant**
- A Degree or Tertiary qualification in Business or relevant discipline.
- Significant experience in leading service review and planning programs that analyse and provide sound recommendations on service models and methods of service delivery
- Experience in training, facilitation and coaching in new processes and tools.
- Demonstrated skill in managing analysis and hypothesis-driven problem-solving.
- The aptitude to develop meaningful reports and data driven insights and dashboards.
- Proven ability to lead and develop cross organisational teams to drive service planning and review programs by establishing clear purpose, goals and responsibilities
- Demonstrated experience managing and delivering a program of service review and planning in partnership with the business and aligned to strategic and financial outcomes
- The ability to work effectively with others to negotiate, gain consensus, and to develop and maintain trusted working relationships with the leadership team, business owners, technical experts and key stakeholders to gain their ongoing engagement and buy-in to key business decisions.
- Strong project management capabilities, and experience in change management
- Strong analytical, problem solving and trouble-shooting skills with keen attention to detail, along with the ability to effectively
- Prioritise and execute tasks in a high-pressure and budget-constrained environment.
**What's on Offer**
- Flexible, hybrid working
- Competitive salary
- Long term stable role with growth opportunities
Work with exceptionally talented leadership team. Leading Local Council. Strong vision, values and culture.
**Advertised**: 06 Apr 2023 AUS Eastern Standard Time
**Applications close**: 17 Apr 2023 AUS Eastern Standard Time
-
Evaluation & Review Project Officer
4 weeks ago
Melbourne City Centre, Australia Department of Justice and Community Safety Full timeAt the Department of Justice and Community Safety, we're looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place. We embrace diversity and strive to have a workforce that reflects the community we serve. We're all about recruiting the best...
-
Review Support Officer
4 weeks ago
Melbourne City Centre, Australia Department of Justice and Community Safety Full timeUtilise your critical thinking skills to provide support and advice to the Justice Assurance and Review Office - 2 x Fixed term opportunitie to work with a high-performing and passionate team in the Victorian Public Service - VPS Grade 3: $73,842 - $89,661 plus superannuation About the Business Unit The Justice Assurance and Review Office (JARO) is a...
-
Review Support Officer
7 days ago
Melbourne City Centre, Australia Department of Justice and Community Safety Full timeUtilise your critical thinking skills to provide support and advice to the Justice Assurance and Review Office - Fixed term opportunitie to work with a high-performing and passionate team in the Victorian Public Service - VPS Grade 3: $73,842 - $89,661 plus superannuation About the Business Unit The Justice Assurance and Review Office (JARO) is a business...
-
Customer Service Specialist
4 weeks ago
Knox City Centre, Australia Bank of Melbourne Full timeJoin the Bank of Melbourne team in Knox City Centre - Permanent Full Time role - Saturdays preferable - Work across neighbouring branches to support the team, within 25km from your main branch **How will I help?** We get to know our customers as people around here - not as account numbers. And that takes a team of great people giving every person who walks...
-
Health Administration
7 days ago
City of Knox, Australia Knox City Council Full time**Job no**: 494605 **Work type**: Permanent Full-time **Location**: Knox Civic Centre **Categories**: General Administration **Health Administration/Program Support Officer** **About the Opportunity** Are you interested in permanent full-time or job share opportunity as a Health Administration/Program Support Officer, an exciting role that offers you...
-
Process Improvement Analyst
4 weeks ago
Melbourne City Centre, Australia William Angliss Institute Full time**Full-time and ongoing opportunity**: - ** Commencing salary: $82,134 per annum plus 11% superannuation and annual leave loading** **About the role**: We have an exciting opportunity for an experienced Analyst to identify and oversee the Student Management System (SMS) and related process improvements to streamline and enhance system utilisation and data...
-
Social Policy and Projects Officer
4 weeks ago
City of Knox, Australia Knox City Council Full time**Job no**: 494672 **Work type**: Permanent Full-time **Location**: Knox Civic Centre **Categories**: Community Development, Project Delivery **Your new role**: Bring your passion for social justice and working with the community to make a difference as the Social Policy and Projects Officer at Knox City Council. You will create change that improves...
-
Principal Policy Officer, Care Services
4 weeks ago
Melbourne City Centre, Australia Department of Families, Fairness and Housing Full timeTHE ROLE Working in the Care Services unit within the Children and Families Division, this position will undertake a range of priority projects and initiatives, essential stakeholder management responsibilities and program and policy development to support children and young people residing in Care Services. The position will lead and contribute...
-
Process Improvement Manager
1 week ago
Brisbane City, Australia Compass Group Full timeThe Position In order to succeed in this role, you will possess strong strategic, analytical and planning abilities with excellent negotiation and relationship management skills. This role will also assist the review of all processes, ensuring they are mapped, have an AS IS state and end state vision and track process towards the end state. Lead...
-
Ict Service Management Specialist
4 weeks ago
Melbourne City Centre, Australia Victoria Police Full time**About the role**: Service Management Specialist - Service Transition position is a Melbourne CBD based role reporting to the Manager - Service Transition. In this role you will be responsible for successfully managing the onboarding of new or existing contracted services in a seamless manner, whilst enhancing our reputation, delivering value, innovating,...
-
Customer Service Advisor
4 weeks ago
Knox City Centre, Australia Bank of Melbourne Full time**in a diverse and growing team at Bank of Melbourne in Know City Centre**: - **Permanent Part Time role (30 hours per week)**: - **Work across neighbouring branches to support the team, within 25km from your main branch** **How will I help?** You’ll be the face of Bank if Melbourne - working in-branch to help our customers achieve their financial...
-
People Experience Officer
4 weeks ago
City of Knox, Australia Knox City Council Full time**Job no**: 494670 **Work type**: Permanent Full-time **Location**: Knox Civic Centre **Categories**: HR, OHS, L&D **Your new role**: We have an exciting opportunity for a self-motivated and enthusiastic individual to join the Knox People Culture & Development (PCD) team as our People Experience Officer on a full time, permanent basis. This is an...
-
Customer Banking Specialist Relief
4 weeks ago
City of Bayside, Australia Commonwealth Bank Full time**18 hours per week**: - Tuesday: 9.30am - 4.00pm - Thursday: 9.30am - 4.00pm - Friday: 9.30am - 4.00pm **Do work that matters** As the public face of CommBank, the Retail Banking Services (RBS) team delivers a seamless banking experience to more than 10 million personal and small business customers. We’ve been serving our local communities for over 100...
-
Business Services Manager
6 days ago
City of Sydney, Australia Lawson Elliott Full time**Business Services Manager**: **City of Sydney NSW** **$110k - $140k + Super** **Full time** - $110k - $140k + Super - Based in Sydney CBD - with flexibility to work from home - Industry leading training and development opportunities My client is a Sydney based, reputable mid-tier firm (ranking amongst the Top 15 in the AFR Top 100). In this role you...
-
Customer Service Specialist
6 days ago
Melbourne City Centre, Australia HAYS Full time**NAB** **Customer Service Specialist** **Your new role**: Join the NAB Assist team and provide customers with exceptional customer service providing tailored solutions for overdue accounts! Paying $32.69ph + Super, This role is based in the stunning Docklands just behind southern cross station. You will be required to work Monday-Friday, full time between...
-
Customer Banking Specialist
4 weeks ago
City of Bayside, Australia Commonwealth Bank Full time**30 hours per week**: - Monday: 9.30am - 4.00pm - Tuesday: 9.30am - 4.00pm - Wednesday: 9.30am - 4.00pm - Thursday: 9.30am - 4.00pm - Friday: 9.30am - 4.00pm **Do work that matters** As the public face of CommBank, the Retail Banking Services (RBS) team delivers a seamless banking experience to more than 10 million personal and small business customers....
-
Security Specialist
4 weeks ago
Melbourne City Centre, Australia Victoria Police Full time**About the role**: The IT Portfolio Manager - Security Specialist role is a critical function in Victoria Police to ensure new technology or services selected for deployment are secure and fit for purpose given the critical data and functions supported by the organisation. The role requires a combination of security and people skills to ensure appropriate...
-
Ict Service Management Specialist
7 days ago
Melbourne City Centre, Australia Victoria Police Full time**About the role**: The ICT Service Management Specialist - Disaster Recovery & Major Incident Management position is a Melbourne CBD based role within Process Excellence Team reporting to the Process Owner - Major Incident, Problem and Disaster Recovery Management. In this role you will be responsible for ensuring that all critical Incidents and DR...
-
Administration Officer
4 weeks ago
Logan City, Australia Queensland Police Service Full time**The core capability requirements for this role are**: - Undertake the recording, indexing and archiving of correspondence using spreadsheets and databases. - Input and retrieve data from a variety of computer systems. - Attend to telephone enquiries and assist with front counter duties including liaising with and assisting members of the public providing...
-
Child Protection Team Manager
2 weeks ago
City of Bayside, Australia Department of Families, Fairness and Housing Full timeTHE ROLE The child protection Team Manager is responsible for effective service delivery, managing resources and budget, cases awaiting allocation and small teams of practitioners. The Team Manager has the formal delegation to endorse and review case plans to bring about the changes necessary to ensure the safety, stability and development of children and...