Team Leader, Knowledge Support and Records Management

Posted: 16/04/2025

Closing Date: 30/04/2025

**Job Type**: Permanent - Full Time

Location: Canberra

Job Category: Administration and Office,Banking and Financial Services,Insurance & Superannuation

**Your new role**

As the **Team Leader - Knowledge Support and Records Management**, you will lead a team responsible for managing CSC’s digital and physical records, where you will provide technical support and coaching on complex scheme-related enquiries. This role combines day-to-day operational oversight with a strategic focus on the continuous improvement of records management and knowledge support practices.

Leading the team, you will be responsible for the delivery of high-quality services, promoting a culture of learning and development and contributing to CSC’s broader strategic goals.

To be successful in the role, you will be a proactive and people-focused leader who brings a strong blend of empathy, resilience and the ability to work effectively with a diverse team. You’ll be confident engaging with a wide range of stakeholders and comfortable partnering with the broader business. A proven ability to lead through change, taking initiative and managing detail-oriented work will be essential.

**Key Responsibilities**
- Lead the Records and Knowledge Management teams, ensuring efficient, accurate and timely service delivery
- Manage team performance and develop strategies to improve operational efficiency in records management, knowledge sharing, and technical support services
- Support and provide guidance, recommendations, and advice on a range of escalated complex technical enquiries, and coach direct reports on identifying solutions.
- Set expectations and deliver results that support improved customer experience and engagement best practice
- Drive improvements, including automation, process streamlining, and stronger customer centred service delivery
- Ensure compliance, risk and auditing requirements are achieved
- Collaborate with stakeholders to assess and address current and future needs through data analysis, consultation, and testing
- Establish and maintain productive working relationships with direct reports, peers, and internal and external stakeholders to ensure high quality outcomes

**Desired Skills and Experience**:
**What you’ll need to excel**
- You must be an Australian Citizen or Permanent Resident
- Leadership experience with the ability to guide and motivate a team to achieve high performance
- Demonstrated experience in coaching, mentoring and providing feedback with a focus on customer service
- Demonstrated people management in customer service delivery
- Strong and effective communication and listening skills
- Experience in generating reports and analysing data
- Ability to encourage others to think creatively, challenge the status quo with a proactive approach
- High level of attention to detail
- Strong understanding of CSC’s superannuation schemes, products, processes and compliance would be highly regarded

**What you’ll get in return**
- Permanent, full-time position with remote/hybrid working benefits
- Be part of a friendly, inclusive and collaborative team that genuinely enjoys working together
- Support from leaders who listen, provide guidance and empower you to succeed
- An opportunity to influence and support the staff who deliver essential frontline services to customers
- We are committed to ensure people at CSC thrive - we create learning and development opportunities and nurture our people’s careers, so they lead meaningful and balanced work lives
- Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role

**What you will need to do now**
- **Please note**: Agency submissions will not be considered for this position.
- **Applications close**: Wednesday 30 April 2025

**Why CSC? - The drive to make a difference.**

With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.

Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through our world-leading investment strategies, we are always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.

**More about CSC**: