Client Portfolio Account Manager

Location: Melbourne | CBD

Job type: Full time / 24 Months

Organisation: Department of Government Services

**Salary**: $134,593 - $180,115

Occupation: Other

Reference: VG/1803043B


**About us**

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

**About the role**

In this role, you will:

- Serve as a senior ACLS business partner for VPS central departments clients to support them with their accommodation, library and carpool service needs
- Build effective relationships with ACLS staff, outsourced providers and other business partners to support seamless, integrated engagement and delivery across allocated portfolios.
- Maintain up to date client portfolio profiles, incorporating links to relevant data sources and lead integrated portfolio management planning, ensuring client priorities are business needs are reflected.
- Identify current and emerging risks associated with client portfolios and their stakeholders, sharing insights and supporting mitigations with relevant ACLS/outsourced provider teams and executives.
- Serve as an escalation point for senior and VIP stakeholders for issues or complaints (as per ACLS's complaints and escalation process), tracking and monitoring their resolution in collaboration with responsible ACLS teams to ensure their timely resolution.
- Monitor and analyse feedback from client portfolios ensuring it is considered in ACLS service improvements and informs applicable ACLS strategies.

**About you**

To be considered for the role, you must be able to demonstrate:

- Experience as a senior level workplace business partner or account manager with an ability to effectively meet and balance customer and organisational business needs.
- Strong negotiation and strategic relationship management skills and experience building networks with diverse stakeholders in a complex, sensitive, and dynamic environment.
- High level interpersonal, written and verbal communication skills, able to craft impactful and fit-for-purpose content and products for different business needs and audiences.
- Accomplished analytic ability to solve complex problems, manage risks and assess trends to develop strategies that improve relationships and customer experience and outcomes.
- Excellent planning skills and demonstrated ability to effectively manage multiple work programs, priorities and competing complex tasks.

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

**How to apply**
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which **strongly recommends** all DGS employees be fully vaccinated.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.