Registry Team Leader, Certificates x2
Clerk Grade:7/8
Employment Type: 2x vacancies: 1x Ongoing, Full-time, 1x Temporary (3-years), Full-time
Location : Principally office based in Pyrmont, Sydney with limited hybrid working arrangements.
This role leads one of two Certificates teams within Certificate Production Services in the NSW Registry of Births, Deaths and Marriages (BDM).
About the Registry
The NSW Registry of Births, Deaths and Marriages is an agency within the NSW Department of Customer Service. The Registry was formed in 1856 to register life events in NSW accurately and securely for all time. This includes the registration of births, deaths and marriages and official changes of name and sex.
About the teams
There are three teams within Certificate Production Services: Certificates Team 1 (online applications), Certificates Team 2 (paper-based applications) and the Print Room responsible for printing all applications in a secure environment. Certificate Production Services is part of the Operations and Service Delivery Directorate. This role is recruiting for the Team Leader positions for Certificates Team 1 and Certificates Team 2 (2x vacancies).
The responsibilities for the role:
Lead and manage a team, building a positive and productive culture, facilitating regular and effective communications, recognising the efforts of the team and reinforcing collaborative behaviours to deliver effective and high-quality services.
Develop and implement processes for improvements in work practices and capability uplift to foster knowledge sharing and continuous learning in the team, and drive ongoing improvements to service delivery.
Coordinate the review of highly complex policies and procedures, including consultation with relevant stakeholders to prepare or review supporting documentation to ensure the organisation complies with legislation.
Manage and drive the delivery of training and resources for new team members and ongoing development of existing staff, conducting regular performance and development discussions to ensure individual and team goals are achieved.
Manage the work schedule of the team and optimise the allocation of work to ensure effective resource utilisation and meeting of service standards.
Troubleshoot and problem-solve recurring operational issues to ensure the effective adoption of new systems, processes and procedures within the team.
Input data, monitor, review and report on the service delivery performance to identify trends, issues and areas for improvement to inform decision-making.
Maintain quality standards by conducting regular compliance checks to monitor the quality of work delivered by the team and address repeated errors and rework.
To be successful in this role you will demonstrate the ability to:
Undertake analysis and clearly explain complex matters in line with legislation and policies and in collaboration with others to meet the needs of customers.
Develop people, encourage new ideas and innovative approaches, and address, resolve and uplift performance.
Remain composed and calm in a high-pressured environment delivering on service level agreements (SLAs).
What we need from you:
Clearly detail your skills and experience as relevant to this role with:
An up-to-date CV of no more than 3 pages
A brief cover letter (1 page preferred)
Responses to the following targeted questions (approximately half a page each):
Provide an example of when you have identified an operational issue (ideally related to government or organisational policy) and provided advice to your manager that led to a measurable service improvement.
Provide an example of a time when you had to reprioritise tasks and/or people resources to meet changing customer or stakeholder needs. How did you go about this and what was the result?
Salary Grade 7/8, with the base salary for this role starting at $106,025 base plus superannuation.
Closing Date: 13th September 2024, Friday (9:59 am)
Careers 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.
If you feel you may require an adjustment during the recruitment process , please contact our Diversity, Equity and Inclusion team via ****** or 02 9494 8351.
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