Aps 5 - Team Leader - Strategic Support Hub

**Position Overview**
The Strategic Support Hub is a pivotal part of the Court’s operational structure with broad responsibility nationally for enquiries management and filed document management. The Team Leaders at the Strategic Support Hub report to the Director Strategic Support Hub and may be located at multiple locations nationally working with other SSH team leaders, the National Deputy Registrar Support Pool Team Leader and the Director SSH as a central management team.

**Key Duties**
The responsibilities of the position are to:

- Develop and maintain comprehensive and accurate knowledge and expertise in the Court’s case management systems, business and organizational processes and change.
- Work with limited direction to lead and supervise a team of court operations staff both onsite and dispersed, to provide high quality enquiries and document management services to court users.
- Anticipate and respond to the needs of Judicial officers and their staff broadly across the court.
- Monitor service levels, staffing allocations, manage workflows, set tasks and allocate resources across areas of responsibility.
- Provide the escalation and resolution point for complex or high conflict enquiries or issues for court users and internal stakeholders as required.
- Manage and lead ongoing staff development, including training, identifying knowledge gaps, and providing coaching and development plans which support a performance culture.
- Gather data to assist with analysis and reporting to monitor and assess team performance and adherence to service targets.
- Assist with the provision of statistical reports to senior management in relation to trends and issues associated with enquiries and document management and team/staff performance.
- Recruitment of staff, and administration related to direct staff reports.
- Assist with planning, allocating resources and managing workflow within the Strategic Support Hub and in a broader context across the work of the Courts.
- Manage and contribute to change, propose initiatives and identify areas of innovation to improve process or efficient management of resources.
- Develop and maintain the Strategic Support Hub knowledge base.
- Work with the Director, Strategic Support Hub to deliver changes and efficiencies and highlight operational risks to management
- Ensure the policies and standards of the courts are promoted and maintained.

**Selection Criteria**
- Demonstrated knowledge of the functions of the Courts including relevant legislation, policy, case management systems and business processes; or the ability to quickly acquire this knowledge.
- Demonstrated team management experience, including supervision and coordination, leadership, staff development and performance management,
- Demonstrated ability to respond to stakeholder needs and maintain internal and external relationships, including strong interpersonal and communication skills at all levels, and a proven ability to manage stressful and/or conflict situations in a professional manner.
- Demonstrated sound organisational and problem solving skills including proactively identifying and resolving issues, the ability to manage priorities, meet deadlines and work effectively under pressure.
- Demonstrated ability to perform research and analysis, provide advice on performance and trends and assist with the preparation of reports.
- Demonstrated ability to interpret policy, process and legislation and prepare content for a national/team knowledge base.
- Desirable: call centre experience with use of relevant software and reporting tools.

**Contact Officer**
- Aboriginal and Torres Strait Islander people are strongly encouraged to apply._