El 1 - Assistant Director Information Access Unit

$108,195 - $122,044 (plus Super)
- Melbourne CBD - VIC

**The Role**
The Defence Information Access Unit (IAU) is seeking an energetic and contemporary people leader to support people seeking information from Defence. The IAU Assistant Director (AD) is a dynamic role that works with considerable independence and is accountable to perform and achieve very complex customer service delivery and management work within an integrated workforce. The IAU AD requires an in-depth knowledge of and compliance with legislative frameworks, government decision-making and Defence’s mission and policy requirements.

Exercising sound decision-making and judgement, you will provide expert policy advice. Utilising your in-depth knowledge of the customer service function, you will be responsible for the development, implementation, compliance and review of policies and procedures within the work area. You will coordinate sensitive projects for very complex work that has strategic, political or operational significance, engaging in complex problem solving and issues management.

Managing multiple teams across different geographical locations, you will plan, lead and manage human and physical resources and exercise the associated people and financial responsibilities to achieve business outcomes. You will develop and implement work plans, set performance indicators, and review individual, team and business performance, focusing on identifying opportunities for building team capability and continuous improvement.

You will set work that aligns with the strategic objectives of the IAU and communicate expected outcomes across the wider team. As the IAU AD you will actively manage key stakeholder relationships and be required to identify relevant stakeholders’ expectations and concerns to develop and communicate methodologies and practices that will achieve outcomes.

You will be accountable to contribute towards ongoing self-improvement and professional development of your work area. This position has people management responsibility and you will be required to exercise people management skills and knowledge to lead a high performing and cohesive team.

This role will suit you if:

- You are passionate about creating high performing teams and driving continuous improvement.
- You enjoy positive and challenging aspects of customer engagement and have a high level of emotional intelligence.
- You enjoy making things happen and are not daunted by the unknown, enjoy a challenge and see these as learning opportunities.
- You have the ability to adapt to change in a positive and flexible manner.

**About our Team**
The Royal Commission into Defence and Veteran Suicide recommended Defence establish a single access point for people seeking information from Defence. The IAU works in close collaboration with the Customer Service Network (CSN) to provide services to Australian Defence Force members, ex-members, families and representatives across Australia.

The IAU is responsible for receiving and managing all requests made to Defence. This includes converting physical records to virtual records in response to customer requests. Staff in the IAU case manage customers with complex needs to ensure they are assisted in a trauma informed manner to access their information.

To be successful you will demonstrate the following characteristics:

- Experienced in building teams and developing individuals, you are comfortable providing coaching and mentoring your team.
- The ability to plan, lead, and manage resources across multiple teams and achieve strategic outcomes. Effective people management skills are essential.
- Genuine interest in providing the customer with a positive and professional streamlined experience.
- You thrive in a fast paced environment where you’re given latitude to manage multiple tasks that also require prioritisation.
- You are able to undertake complex problem solving and issues management whilst juggling competing demands and under pressure.
- Experience with stakeholder management you are comfortable engaging and collaborating with a variety of stakeholders while building and maintaining strong interpersonal relationships.
- A positive and inclusive approach to working as part of a geographically dispersed team in a large and complex organisation.
- Excellent written and verbal communication skills.