Business and Customer Improvement Section Manager

Job No: CN2042

Location: Newcastle, NSW

Employment Status: Permanent Full Time

No. of Vacancies: 1

Closing Date: 9 Sep 2019 AEST

• Great opportunity to be a customer centric leader that champions change and continuous improvement.
• Data driven mindset to enable critical business decisions that will impact overall customer service satisfaction.
• Thrive on building collaborative relationships that meet both internal and external customer needs.
• Permanent Full-time - 35 hours per week.
• Flexible working with optional 9-day fortnight.

Located 160km north of Sydney, Newcastle is New South Wales’ second largest city, and offers the perfect lifestyle and career environment.

Our City is thriving and rapidly transforming. In recent years Newcastle has experienced a significant increase in development activity, with the 2017-18 Financial Year seeing building approvals top $1.2 billion.

Our City Change project involves moving our employees from our Office in the Civic precinct to 12 Stewart Avenue, Newcastle West in October 2019. This creates a great opportunity to align staff with our organisational vision, values and strategic directions, and leverage the great work the organisation is undertaking which supports cultural improvement.

City of Newcastle (CN) is looking for an experienced customer centric leader to enhance customer experience and to create organisational value from the relationships we have with our customers. This position is pivotal to the Regulatory, Planning and Assessment’s (RPA) leadership team and will play an active role in the management of RPA as a whole.

This role will focus on supporting step changes in business processes, productivity and efficiency through the application of customer and business improvement principles. Your ability to ensure quality services are always provided and your passion for stakeholder engagement will be vital to your success.

You will have a proactive participating management style that can adapt to a changing environment to develop and implement technical innovative solutions to deliver an improved customer experience in relation to RPA’S processes. The role also includes managing business support operations for the service unit and the development and evaluation of policies and procedures to ensure Governance standards are met.

At CN our people are valued and have access to a range of benefits that help balance life at work and at home. These include flexible working arrangements, professional development opportunities and health and wellbeing programs.

To be successful in this job you will have:

Essential

• Tertiary qualifications, or equivalent experience and qualifications in a relevant discipline such as Business or Frontline Management.
• Demonstrated skills in providing effective leadership and support to several teams with varied priorities, to achieve improvements in customer experience.
• Experience in initiating, implementing and managing organisational, behavioural and cultural change.
• Experience in leading a team that manages whole of business support for the RPA Service Unit.
• Excellent interpersonal skills demonstrated by consulting, negotiating with and maintaining effective relationships with all stakeholders.
• Proven ability to monitor and analyse business practices to improve performance and deliver systems, processes and practices that drive high quality customer service outcomes.
• Highly developed research, analytical and problem-solving skills particularly in interpreting and developing strategic policy and operational processes.
• Experience in self-managing a high workload involving competing workplace priorities while maintaining a strong customer focus.
• Ability to exercise initiative and judgement while showing integrity at all times.
• Demonstrated leadership, developing and working cooperatively with multi-disciplined staff.
• Experience with inputting, developing and managing budgets.
• Demonstrated oral and written communication skills, including confidence in interacting with and reporting to all stakeholders both internal and external.

Desirable

• Knowledge of local government legislation and policies such as the Local Government Act, Environmental Planning and Assessment Act, Building Code of Australia.
• A good understanding of the Local Government environment and experience in handling sensitive issues.
• Demonstrated experience in the development and delivery of new services and programs.
• Current C Class driver’s licence.

Sound like the perfect job for you? Apply Now!

City of Newcastle proudly promotes the principles of Equal Employment Opportunity and fosters a culture of diversity to represent the community of our Local Government Area.

All candidates will be assessed against the selection criteria outlined in the position description. Suitable candidates may be placed on an eligibility list for future identical positions for a period of 12 months.

You must have the right to live and work in Australia to apply for this job.

To view the full position description please click here.

Application Closing Date: 8 September 2019.

Remuneration: $106,032 to $115,575 + 9.5% Superannuation per annum for a 35 hour week.

Contact: Michelle Bisson, Manager Regulatory Planning & Assessment, 02 4974 2793.