Manager, Knowledge Support

Division: Estate Management
- Location: Parramatta, NSW, AU, 2150 Gosford, NSW, AU, 2250 Newcastle, NSW, AU, 2300
- Req ID: 72050

**Manager Knowledge Support - Estate Management - NSW Trustee and Guardian**
- Ongoing vacancy. 35 hours per week.
- Location: Parramatta, Newcastle or Gosford. Flexible and hybrid working options available.
- Clerk Grade:9/10. Base salary $125,693 to $138,510 p.a. plus superannuation and annual leave loading.

**About us**
At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers' lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

**Our commitment to diversity**

**About the team**
NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person's finances and legal affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our Foundation team, Proactive Customer Management team and Customer Independence and Support team.

**About the role**
Reporting to the Senior Manager Practice and Strategy, in this role you will manage and deliver the effectiveness of policies and procedures for Estate Management, including the identification and creation of new requirements to enable service delivery to meet the needs of customers, legislative requirements and fiduciary responsibilities.

In collaboration with Senior Managers and Managers, you will develop core knowledge requirements, procedures and processes for Estate Management teams, which drives continuous improvement in service delivery and takes a customer-centred approach to achieve operational targets and service standards. You will provide expert advice to the Senior Leadership team, Estate Management on best practice within the industry, as well as providing advice on and monitoring complex matters or complaints to resolution for customers.

This role ensures that all knowledge documents and tools are consistent with NSW Trustee and Guardian's Customer Excellence Principles and current branding and supports service delivery in an efficient and effective manner.

For more information about the position, view the role description.

**About you**
Application is encouraged if you demonstrate the following skills, knowledge and experience:

- Be highly collaborative with advanced stakeholder engagement skills to build relationships and collaborate with staff across the agency, communicating complex concepts in a concise and compelling way.
- Have demonstrated experience in creating or improving business processes and policies, with the ability to formulate solutions to solve problems.
- Have experience planning and conducting successful stakeholder workshops.
- Have solid analytical skills, with the ability to evaluate numerical data, extract facts, draw logical conclusions, and generate actionable insights to present to senior management.

Sound like you? We would love to hear from you

**Essential requirements**
- Demonstrated leadership and management skills for the delivery of services in a complex human services customer environment and sound strategic thinking capacity, management and administrative skills.
- Tertiary qualifications and/or equivalent experience in human services or related discipline.
- Understanding of NSW Trustee and Guardian's key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.

**What we offer**
NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

- work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing).
- various leave options (recreation, parental, and flex leave of up to 24 days per year).
- career development including study leave and acting opportunities.
- access to Fitness Passport and employee assistance program, and annual flu vaccinations.

Be part of something bigger. For more information about joining us, visit the Careers page on our website.

**How to apply**
- submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability.
- answer the following targeted questions (maximum two pages):

- Describe where you have been instrumental in creating a cultural shift in relation to information sharing, communication or cooperation across your organisation. What action did you take and what was the result?
- Outline your key strategies to identify improvement, influence stakeholders and implement actions to improve outcomes or opportunities. Who were your key stakehold