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Job Number: EXT-EL-2024-925
Classification: Executive Level 1
Salary Range: $114,128 - $126,462 +15.4% Superannuation
Job Type: Ongoing,Non-ongoing
Employment Type: Full-time
Group/Division/Branch: Customer Service Delivery / Operations Management / Operational Response
Location: Canberra
Job Description
Operations Management Division strategically and operationally supports simple, efficient delivery of Services Australia's (the Agency) payments and services through our staff assisted channels. The Division Support a range of strategic, workforce and emergency management initiatives, to maximise resources and meet the needs of our customers. Ensure real-time responsiveness for the agency, through services such as the Services Australia Operations Centre (SAOC). Provide staff with simple, modern tools that anticipate the needs of customers and facilitate the most efficient and effective use of staff time.
The Operational Response Branch supports the agency by maintaining an executive level view of the status of operational performance in real time including an immediate measure of business impacts and service interruptions through the SAOC including:
Job Number: EXT-EL-2024-925
Classification: Executive Level 1
Salary Range: $114,128 - $126,462 +15.4% Superannuation
Job Type: Ongoing,Non-ongoing
Employment Type: Full-time
Group/Division/Branch: Customer Service Delivery / Operations Management / Operational Response
Location: Canberra
Job Description
Operations Management Division strategically and operationally supports simple, efficient delivery of Services Australia's (the Agency) payments and services through our staff assisted channels. The Division Support a range of strategic, workforce and emergency management initiatives, to maximise resources and meet the needs of our customers. Ensure real-time responsiveness for the agency, through services such as the Services Australia Operations Centre (SAOC). Provide staff with simple, modern tools that anticipate the needs of customers and facilitate the most efficient and effective use of staff time.
The Operational Response Branch supports the agency by maintaining an executive level view of the status of operational performance in real time including an immediate measure of business impacts and service interruptions through the SAOC including:
Job Description:
The Assistant Director within the SAOC Business Operations team supports service delivery by leading a shift team to achieve the high quality and consistent delivery of the agency's programs and supporting external stakeholders reliant on agency systems and services. Working under the broad direction of the Director and National Manager, the Assistant Director leads a team that extends the SAOC's service offering to 24x7 to identify, assist and support fast, effective prevention and recovery to minimise impacts to service delivery. Assistant Directors work to optimise the effectiveness of services in their area of responsibility. They exercise a considerable degree of independence, with decision-making supported by their high-level judgement and consideration of the wider agency implications.
Structure of the SAOC 24x7 Operations Centre
The Operations Centre 24x7 team works closely with the other operational teams in the Operational Response Branch and the broader agency to deliver a smooth, seamless transition to after core hour's services across real time, incident, escalation, and emergency management operations.
An EL2 Director manages four teams of four staff on rotating shifts.
Shifts to cover 0700 - 1915 and 1900 - 0715 Australian Eastern Time.
Shifts operate every day (including all national and non-national public holidays).
Each shift rotation does two days and two nights of work, followed by four days off.
Each team has 1x EL1, 2x APS6, and 1x APS5 staff.
Work Environment
Occupants will hold an ongoing position within the Operational Response Branch and will occupy a shift position. Occupants will receive shift penalties in accordance with the Agency's Enterprise Agreement.Non-ongoing positions are also available for up to 12 months.Please note positions are Canberra based and staff are required to work out of the Services Australia Operations Centre located in the Caroline Chisholm Centre, Greenway ACT.
For further information about these positions and eligibility requirements, please refer to the Job Pack attached below.EXT-EL-2024-925 - Job Pack Opens in new window
Start your application by clicking the "begin" button. #J-18808-Ljbffr
