Head of Service Delivery Excellence
2 weeks ago
We are seeking a highly experienced and skilled leader to join our Operational Excellence team as the Head of Service Delivery. This is a key role that will play a critical part in shaping the future of our service delivery operating model and enhancing the experience of our consumers and members.
Key Responsibilities- Lead a team of established leaders with oversight of early resolution, dispute resolution, and review teams to deliver a fair, accessible, and efficient service delivery model.
- Provide advice and guidance to leaders on drafting decisions and building Group understanding of how complaints and emerging issues should be dealt with.
- Embed and evolve Group understanding of the Operational Excellence quality framework, monitoring adherence to, and continuous improvement of this framework.
- Support leaders to onboard new team members, set expectations, measure performance and quality, identify and recognise high performance and potential, embed development plans, and work collaboratively to deliver valued consumer experience across the service delivery workflow.
- Assess complaint trends and recommend approaches to further enhance complaint management.
- Provide insights to the Policy and Systemic Issues team about emerging complaint trends.
- Identify opportunities to ensure that systems, procedures, and methodologies work effectively and contribute to the development of guidance materials, policies, procedures and methodologies, training materials, and knowledge resources to support outstanding service delivery.
- Represent the TIO at conferences, industry and regulatory forums.
- Extensive senior leadership experience in a service delivery role.
- Demonstrated experience leading and coaching high-performance teams that leverage trust, transparency, commitment, and accountability to deliver valued services to the community.
- Extensive experience with alternative dispute resolution (ADR) processes including the application of ADR techniques to achieve prompt, appropriate resolution and outcomes.
- Experience leading transformational change programs with demonstrated analytical and conceptual skills applied to the development of strategies and frameworks that deliver positive and innovative customer-focused solutions.
- A team player who develops collaborative internal and external relationships, manages diverse stakeholder expectations, aligns teams with organizational goals and values, and exercises sound judgment and discretion when responding to sensitive and complex issues.
- Highly developed understanding of fairness, relevant legislation, regulations, and industry regulatory bodies, and their relationships with alternative dispute resolution schemes.
- Sound strategic, business planning, and financial management skills.
- An effective communicator who prepares and writes concise advice and decisions in plain English.
- A self-reflective leader, with an optimistic and curious mindset and an emphasis on fostering positive, inclusive, and psychologically safe working environments.
Our Operational Excellence team is collaborative and focused on delivering a valuable service for consumers and members. We look after end-to-end complaints handling for consumers and small businesses who are unable to resolve their phone and internet problems with their provider. We are committed to fairness and value diverse perspectives and continuous improvement so we can support the evolving needs of the communities that we serve.
To apply, please submit a cover letter addressing the essential requirements of this role and share which of our values resonates with you and why. For more information about the Telecommunications Industry Ombudsman (TIO), please visit our website www.tio.com.au/about-us. If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email careers@tio.com.au.
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