Manager Continuous Improvement & AutomationClerk Grade: DCS Clerk Grade 11/12, annual base salary starting at ($145,378 - $168,130) plus employers' contribution to super and annual leave loadingEmployment Type: OngoingLocation: SydneyAbout the Role: The Continuous Improvement and Automation team at the Department of Customer Service is looking for a Manager, Continuous Improvement and Automation to manage and lead the team to deliver an enhanced range of service improvements that simplifies, streamlines, and automates processes. This role will collaborate with various internal teams, owning the delivery of quality customer outcomes and business improvement. This role reports to the Director Service Desk and End User Services.Key accountabilities:Lead, coach and develop the team to deliver effective and efficient process improvement outcomesManage and investigate complex processes that require streamlining of process and simplification to set a new standard with automationManage and maintain the day-to-day operational requirements including automation of service delivery, policies and procedures, operating structure, and information flow to ensure the work produced meets service standards and/or exceed quality standards and business requirementsProvide timely and accurate recommendations to the relevant stakeholders, to improve overall customer service, team capability and coaching needs service standards and/or exceed quality standards and business requirementsManage and lead end user communication strategy and plans across all customers to ensure awareness to technology changes.Great understanding of the ITIL best practices (essential).Closing Date: Wednesday 2nd of April 10:59amCareers at Department of Customer Service: A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.Belong in our diverse and inclusive workplace: The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
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