Business Operations Manager
Ongoing, Temporary, Talent Pool
35 hours per week
Location Contact Centres – Newcastle, Maitland, Gosford, Lithgow,
SNSW Grade 11/12Renumeration – Package includes salary
starting at $142,087 base plus superannuation and annual leave loading
About Service NSW
Service NSW is making it easier for people and
businesses across NSW to access government services.
Service NSW is a NSW Government executive agency
that joined the Department of Customer Service on 1 July 2019. We deliver
world-class one-stop-shop services for customers, businesses, and our partner
At Service NSW, a positive customer experience is
our highest priority. We draw on the best in service delivery from the public
and private sectors to provide leading customer experiences.
For more information on Service NSW, visit our
website About us | Service NSW
About the Team:
Our organisation is large, with 112
Service Centres, 4 Mobile Service Centres, Digital, Middle Office and Head
Office teams across NSW.
This advertisement is to support our Contact Centre division,
which is made up of both Frontline and Support teams. The role sits within the Business
Operations Support Team, managing a team of up to 15 staff members that look after
the Service Delivery
Operations channels within Contact Centres. This support
team is critical in supporting change in the business and delivery of new
initiatives and improvements in line with our strategic goals.
Business Operations Manager roles are in multiple Service NSW and
Department of Customer Service divisions with different teams. If successful in
talent pooling, you may be accessed for these roles outside of Service NSW
Contact Centres and the team described.
a Business Operations Manager you will be responsible to lead and manage a Service
Delivery Operations channel in delivering timely, accurate and responsive customer
focused outcomes. As well as collaborate with key stakeholders to develop and
promote improvements and support the implementation of large-scale projects
across Service Delivery channels.
To succeed as a Business Operations
Manager, you will have a unique blend of experience including:
*Implementing innovative strategies and projects of large-scale and/or support for other key operational activities
*Influencing committees and providing advice and recommendations to senior stakeholders in various executive meetings, to support and influence business decisions and priorities
*Leading a high performing team through support, motivation and inspiration and by working collaboratively to contribute to achieving business outcomes
*Awareness of relevant Government issues, policy obligations, industry trends and practices (Preferred but not essential)
How to apply:
must provide a
up to date cover letter and resume (Resume not exceeding 5 pages) outlining how
your skills and experience are relevant to the role. It is strongly recommended
that you read the Role
Description to assist you with your application. As part of your application, you will be
required to answer some targeted questions designed around the role focus
capabilities. Please ensure you have given yourself enough time before
application close time and date. Late applications will not be accepted.
30th June 2022 9.59am AEST
a confidential discussion about this role please contact Paige Lutkie at email@example.com
For more information about the Service NSW recruitment
process, please contact Bryan Kreltszheim at Bryan.Kreltszheim@customerservice.nsw.gov.au
Based on our current Work, Health and Safety (WHS)
requirements, and in line with our Mandatory Vaccination Policy, it is a
condition of engagement for a role within Service NSW/Department of Customer
Service that staff be fully vaccinated against COVID-19. Successful applicants
will be required to provide proof of their COVID-19 vaccination status or have
an approved medical contraindication certificate. Any relevant medical
circumstances impacting on the ability to obtain a COVID-19 vaccination will be
considered. These requirements apply to both internal and external preferred
candidates and must be completed prior to commencing in the position. If you
have a medical contraindication which may prevent you from complying with this
requirement, please contact Bryan.Kreltszheim@customerservice.nsw.gov.au to
discuss your circumstances.
Please note that employment at Service NSW is subject to a satisfactory
Criminal Records Check.
A talent pool?will be created
for future ongoing and temporary roles and is valid for a period of up to 18
Learn more about the role’s key accountabilities, challenges and focus
Click Here to access the Role Description.
Working at Department of Customer Service
The Department of Customer Service (DCS) is a great place to work! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
Visit our Careers site to find out what it means to work for us.
Our Commitment to Diversity, Inclusion & Flexibility
We are committed to diversity, inclusion, and new ways of working.
The Department of Customer Service serves all the people of NSW and we want to reflect that diversity in our people. We welcome and encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQA+ community, veterans, carers, refugees, people in regional NSW and people of all ages. We strive to be an inclusive workplace where all our people can bring their authentic selves to work without judgement.
We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible.
If you do require an adjustment during the recruitment process, please notify us on your application form or contact the recruiter via Bryan.Kreltszheim@customerservice.nsw.gov.au