Job type: Full Time

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  • 12 months + 12 months
  • Citizenship minimum, Baseline preferred
  • Contribute in supporting our older Australians

The Service Delivery Division provides a range of services to support greater independence and wellness for clients, including the provision of aged care information and assessment of needs facilitated through My Aged Care, entry-level aged care assistance at home (Commonwealth Home Support Programme) and assistance for more complex needs (Home Care Packages Program).

Our ideal candidate will be a problem-solver with the ability to develop professional relationships with a broad range of stakeholders. You will possess sound judgement and discretion, as well as attention to detail, and ability to work with sensitive and privileged information. You will have created and successfully managed contract governance arrangements and developed supporting briefs and reporting to support contract assurance functions. Flexibility and resilience will enable you to thrive in this fast-paced work environment.

To succeed in these roles, you will lead a small team of APS and contracted workforce to:

  • Oversee the contract operations delivered in the My Aged Care contact centre, including monitoring of customer satisfaction and other key Performance Indicators agreed in the contract
  • Maintain a strong and positive relationship with the contracted service provider and their delivery partners regularly to ensure operational implementation of services as agreed in the contract and implementation of subsequent change requests.
  • Facilitate contract governance meetings to ensure alignment between operational contract governance and overarching contract management governance.
  • Ensure business continuity practices are in place as per the contract and that the managed service provider are escalating issues early and providing guidance on remediation
  • Work with the Quality and assurance team to identify and implement continuous improvement initiatives and develop supporting change request and lead related procurement activities where required.
  • Implement contract assurance functions and supporting reporting to inform governance and continuous improvement functions.

Key Skills/Capabilities

  • Experience in Service Delivery environments and team management.
  • Experience in managing complex contracts including: contract reporting, budgets and maintaining documents and records management.
  • A team player with the ability to establish and maintain productive working relationships with internal and external stakeholders.
  • Liaise with internal and external stakeholders to ensure positive customer outcomes in escalated cases.
  • An understanding of policy and program management.
  • Highly developed communication skills (both verbal and written).
  • Ability to prioritise and effectively manage competing deadlines.
  • Able to work with limited direction and to achieve results in a fluid and agile environment.
  • Details and results oriented with a keen attention to detail for ensuring that all service agreements are met and all aspects are performing up to standards

Desirable Experience

  • Experience in managing complex commercial arrangements and delivery through partnership arrangements will be highly valued. Other functions may include providing policy advice, coordination and liaison, secretariat work and data/technical analysis.
  • Experience or understanding of Contact Centre operations
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