Service Delivery Reporting Centre Leadership Opportunity

1 month ago

Burwood East, Victoria, Australia Country Fire Authority Full time
About this role

The Country Fire Authority (CFA) is seeking an experienced leader to fill a 12-month fixed-term contract opportunity as the Service Delivery Reporting Centre Manager. This exciting leadership position offers the chance to connect frontline service delivery with corporate functions, providing data-driven insights to enhance service delivery and decision-making.

This challenging role involves overseeing and supporting a team of 8 members who deliver fire and incident reporting services and related functions across the organisation. The successful candidate will foster a positive team environment, ensuring high-quality customer service and effective support to CFA members and staff.

Key responsibilities include leading and managing a high-performing team to enhance organisational capability through quality control, data integrity, analysis, and reporting. Additionally, the SDRC Manager will direct the team in delivering incident reporting services, ensuring capacity meets demand and service requirements.

Salary Information

We are offering a competitive salary of PTA $69,048 per annum, plus 11.5% superannuation. In addition to your salary, you will also enjoy flexible work arrangements, including hybrid work options, which enable you to balance your work and personal life effectively.

Job Description
  • Lead and manage a high-performing team to enhance organisational capability through quality control, data integrity, analysis, and reporting.
  • Direct the SDRC team in delivering incident reporting services, ensuring capacity meets demand and service requirements.
  • Manage financial budgets, reporting, and call centre analytics to inform decision-making, resource allocation, and process improvements.
  • Oversee CFA operational systems, ensuring data quality, developing metrics, and initiating technology improvements as needed.
  • Implement quality assurance standards, governance frameworks, and training to enhance efficiencies, service delivery, and incident reporting consistency.
Required Skills and Qualifications

To be considered for this role, you should have relevant tertiary qualifications and/or experience providing leadership, direction, advice, and guidance within a complex operational or service delivery environment. Demonstrated leadership capability and team management skills, with experience overseeing the implementation of defined processes, are essential.

You should also have proven experience in developing and implementing data quality assurance measures, undertaking analysis and reporting, with the ability to translate complex information into meaningful insight for end-users. Highly developed interpersonal and communication skills, including the ability to effectively deal with difficult situations, are necessary.

A demonstrated ability to use initiative, work flexibly within tight timeframes, and manage variable workload demands is also required. Knowledge of the Victorian Government and/or Victorian Emergency Management Sector business environment is an advantage.

Benefits
  • Competitive salary of PTA $69,048 per annum, plus 11.5% superannuation.
  • Flexible work arrangements, including hybrid work options.
  • Meaningful purpose: Your contribution truly makes a difference.
  • Growth opportunities: Learning and development.
  • Flexibility: Work-life balance and paid parental leave.
  • Wellbeing focus: Healthy for Life programs and flu vaccinations.

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