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Strategic Client Engagement Lead

2 weeks ago

Port Adelaide, Australia SA Government -DEPARTMENT OF TREASURY AND FINANCE Full time

**Department of Treasury and Finance**
**Job reference**: 674873
**Location**: 5000 - ADELAIDE, 5015 - PORT ADELAIDE
**Job status**: Ongoing
**Eligibility**: Open to Everyone

**Remuneration**: ASO7 - Salary Range ($108,109 - $116,864 p.a.).

**About the opportunity**:
We’re seeking a forward-thinking **Strategic Client Engagement Lead** to transform how we connect with clients across the Fines Enforcement and Recovery Unit. This role is central to modernising our communication strategies—leveraging technology, behavioural insights, and data analytics to deliver clear, inclusive, and effective engagement across all channels.

You’ll lead the implementation and optimisation of our Telephony (CXOne) and Dialler Management systems, using real-time performance data to improve call centre efficiency and client experience. Working closely with operations and analytics teams, you’ll design communication flows that are responsive, measurable, and aligned with our digital-first service goals.

Success in this role will also depend on your ability to collaborate with internal and external partners to drive innovation and continuous improvement. You’ll use insights into consumer behaviour and emerging technologies to shape the client journey, support compliance, and contribute to business growth through smarter, more human-centred communication.

**About you**

You will have a deep understanding of consumer behaviour & personas, collections trends, and emerging technologies to stay ahead of the curve and deliver cutting-edge experiences to our customers.

You will collaborate with internal and external stakeholders to drive initiatives that enhance the overall customer journey and drive business growth.

**To be successful you will have**:

- Lead service excellence across client-facing and collections environments, with a focus on real-time performance and support for all clients.
- Oversee telephony and dialler systems, using data to improve call centre efficiency and communication workflows.
- Develop and execute omnichannel strategies that drive engagement, optimise outreach, and enhance the client journey.
- Use behavioural insights and analytics to personalise communications and improve recovery outcomes.
- Ensure compliance and consistency across all communication channels, balancing cost-effectiveness with service quality.
- Foster high-performing teams by coaching leaders, managing agent performance, and embedding AI-driven workflows.
- Build strong partnerships with internal and external stakeholders to support innovation, service delivery, and strategic alignment.

**About us**
- At the Department of Treasury and Finance we work together to ensure South Australia is a thriving, prosperous state now and into the future.
- We are the lead agency for economic, social and financial policy outcomes. We play a vital role in providing financial services to the community and economic and fiscal policy advice to the Government of South Australia.
- Our culture is one that welcomes all and we embrace flexibility and embrace diversity. We believe people are our most valuable asset, so we work to support the skills, knowledge and capability of our staff.

**What we offer**
- Flexible working options
- Salary packaging options
- Discounted gym membership
- Supportive career development opportunities
- Employee Assistance Program for you and your family
- Be Well Program

**For a confidential discussion about the role please contact**:
Lana Ashford
Title: Senior Lead, Business Enablement and Innovation
Tel: 08 8429 8303

**Application Instructions**:
Applicants are required to submit a Curriculum Vitae and covering letter (no more than two pages) addressing the key selection criteria and demonstrating suitability for the role. You are also required to provide details of 2 referees and complete a pre-employment declaration.

**Applications close**: 15/06/2025 6:00 PM