Senior Leadership Role: Director of Support Excellence

2 weeks ago

Sydney, New South Wales, Australia Civica Full time

We're Civica, a software company that helps deliver critical services for citizens worldwide. Our aspiration is to be a GovTech champion, supporting the needs of citizens and public sector organisations every day.

As a company, we're passionate about using technology to improve outcomes for citizens and public sectors. If you share this passion, then Civica is the right place for you.

About the Role

As Director of Support Excellence for Health & Care, you will lead the support teams, processes, and technology that service our customers and products within your division. You will work closely with your divisional Executive Director and Head of Support.

You will lead a team of support professionals collaborating with leaders across functions such as Service, Development, Product, and Central Functions. This is a senior leadership role that requires strategic thinking, problem-solving skills, stakeholder management experience, and the ability to operate in a fast-paced environment.

In this role, you will:

  • Plan, budget, and coordinate the performance of the division's support function to consistently achieve customer satisfaction and operational support targets.
  • Maintain familiarity with the changing technology and products that are supported for customers.
  • Recruit and develop a high-performing support team, providing opportunities for career and skills growth.
  • Lead, direct, and motivate the team to deliver support excellence and business outcomes to a consistently high standard.
  • Define, manage, and report on KPIs against support activities.
  • Analyse support data to identify efficiencies and areas for improvement.
  • Champion continuous process improvement and innovation to drive improvement in support KPIs.
  • Deliver support excellence, increase customer satisfaction, retention, and referencability.
  • Work closely with other support leads to share and update support best practice in the wider organisation.

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