Aps Level 5

**Job Reference Number **22-FMDIV-14906

**Classification **APS Level 5

**Job Title **Business Account Manager

**Division **Financial Management Division

**Branch **Corporate and Financial Services Branch

**Section **Contact Centre Section

**Location **Canberra, ACT

**Status **Ongoing & Non-ongoing

**Employment type **Full-time

**Salary Range **$79,002 - $85,437

**Contact Officer Name**:Anh Lutnant
**Phone**:02 62897101

**Eligibility**
- To be eligible for employment with the Department of Health and Aged Care

applicants must be an Australian citizen at the time an offer of employment is made
- An applicant’s suitability for employment with Health will also be assessed through a

variety of pre-employment check processes, such as:

- Satisfactory completion of an Australian Federal Police criminal history check,

and where relevant a Working with Children and Vulnerable People Check.
- Completion of a medical declaration and pre-employment medical (where

required).
- Providing evidence of qualifications.

**Division Responsibilities**

As part of the Corporate Operations Group, the Financial Management Division provides

support to the Department of Health and Aged Care through a range of financial and budget

management services and advice, property and asset management, payroll, and other

corporate services, including shared services for the Health and Aged Care Portfolio.

**Branch Responsibilities**

The Corporate and Financial Services Branch provides a range of essential corporate services

including financial services, payroll, procurement advice and the department's contact

centre, that enables the effective operation of the department and portfolio. The branch

also leads engagement on the whole-of Government Shared Services agenda and manages

our corporate service delivery to Portfolio Agencies.

**Section Responsibilities**

The Health and Aged Care Contact Centre partners with program, policy, and corporate

business areas to answer community, health provider and employee enquiries about Health

and Aged Care policy, programs, and services. Every year more than 400,000 members of

and Aged Care to the community. The broader section undertakes projects to improve the

delivery of customer contact services across Health and Aged Care.

**Team**

The Business Management and Enabling Unit (BMEU) is one of two teams that make up the

Contact Centre. The other is the Service Delivery Unit (SDU) who are responsible for the

day-to-day delivery of enquiry services to the community, health providers and employees.

The BMEU team provides support for the SDU functions through a variety of enabling

services and manages the Contact Centre’s business partner relationships.***

**Key Responsibilities**

Our BMEU Business Account Managers support the delivery of enquiry and support services

to the community, health providers and employees by**:

- managing relationships with Health and Aged Care policy, corporate and program

areas for which the Contact Centre provides services, including developing and

managing compliance with service agreements
- managing data and collecting, analysing, and preparing reports on workload and

performance for internal and external stakeholders
- managing the delivery and support of high-quality technology/telephony services to

end users, including identifying system and process enhancements
- managing the Contact Centre financial responsibilities alongside the branch Financial

Business Partners (FBPs), including monthly recoveries and accruals, staff financial

management and cost projections
- managing information resources for the Contact Centre and working with business

partners and customer service teams to understand and implement changes to

services***

**Key Capabilities**
- have demonstrable experience in a Contact Centre environment that handles

incoming enquiries
- have demonstrable experience in driving and supporting excellent customer service

in a large customer service centre or similar service environment
- clearly communicate in both verbal and written form, displaying a high attention to

detail in all their work
- have experience in the collection, manipulation, analysis and reporting of

performance and workload data and metrics in Excel and other reporting systems
- have experience in financial processes, including invoice processing and accruals
- can work independently as well as productively with others in a dynamic

environment and use their sound judgment to solve problems
- identify and progress opportunities to improve services and lead continuous

improvement in the delivery of customer service
- develop and maintain productive and responsive working relationships with others

to achieve mutual outcomes

Office, SharePoint, Trim, SAP Concur, Microsoft Dynamics 365, Power BI and/or have

the ability to adapt quickly to using new technology
- support compliance with the privacy, record-keeping, health and safety and other