General Manager

As General Manager (Customer Services) you will lead the delivery of an efficient and sustainable front-line service provision for the Department of Transport and Main Roads.

The role requires an ability to lead and manage the Customer Services Branch to deliver government priorities along with excellence in client service delivery. The General Manager (Customer Services) is to provide high level leadership particularly by working collaboratively with internal and external stakeholders. You will be the accountable executive for; delivering a program of work which simplifies registration and licensing operational costs, reducing service delivery risk, realising operational benefits, defining and delivering an ongoing program of work, securing funding approval, and ensuring best practice program/project management principles are applied to ensure alignment with Queensland Government Chief Information Office (QGCIO) Program and Project management practices and assurance.

As a senior executive, your performance will be assessed according to a number of key accountability perspectives, including financial, stakeholder and outcome, internal business and learning and growth.

Accountabilities
Financial
- Champion an environment of innovation and continuous improvement for operations in order to ensure sustainable, fit for purpose solutions for service delivery which advance revenue generation and make expenditure savings.

Stakeholder and outcome
- Provide authoritative advice to the Minister and Director-General on strategic matters relating to the operations and core business of Customer Services Branch and the department.
- Provide leadership to the Customer Services' diverse workforce incorporating strong alignment to the Transport and Main Road's culture and values.
- Deliver business improvement and safety initiatives, in partnership with Land Transport Safety and Regulation, and Information Technology branches, to deliver a single integrated transport network accessible to everyone.
- Develop and manage strategic relationships with key agencies, and negotiate, on proposed legislative, regulatory and service delivery reform, particularly with Queensland Police Service (QPS) and Queensland central agencies.
- Represent the department at senior executive level in external and internal forums, and develop and enhance liaison with key stakeholders to ensure success of the department's service delivery provision agenda.

Internal business
- Effectively plan for, manage and monitor resources (financial, physical, technological, and human) within Customer Services Branch to align with the strategic goals of the department.
- Participate as a member of the Customer Services, Safety and Regulation Division Leadership Team and more broadly the department's Senior Leadership Team to contribute to the overall strategic agenda of the organisation.

Learning and growth
- Deliver strategic and tactical leadership, knowledge and direction to the Customer Services Branch to achieve a contemporary service delivery strategy that supports departmental outcomes and provides outstanding services to the people of Queensland.
- Champion business platforms for the future and build the capacity to research, develop and manage contemporary delivery mechanisms that will continually improve the quality and accessibility of services for transport and community needs across metropolitan, regional and rural Queensland.

This position reports to the Deputy Director-General (Customer Services, Safety and Regulation) and has four (4) direct reports - Executive Director (Strategy), Executive Director (Operations), Executive Director (Customer Projects) and Principal Advisor

Applications will remain current for a period of 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.