Position Description Template April 2014 - Amazon S3



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POSITION DESCRIPTION

|POSITION |Manager, Supporter Services |LOCATION |Alexandria |

|SALARY SCALE |ACBC Grade 5 |REPORTS TO |Head of Engagement and Sustainability|

|AWARD |SCHADS | | |

|FULL/PART TIME |Full Time, 10 month contract |HOURS PER WEEK |37.5 |

|AUTHORISED BY |Head of Human Resources |DATE ISSUED |April 2016 |

Organisational Environment

Caritas Australia (CA) is the Catholic agency for international humanitarian relief and development in Australia. Through effective relationships with the Church, partners and communities in Africa, Asia, Latin America, the Pacific and Australia, Caritas Australia helps to end poverty, promote justice and uphold dignity. Our programs promote the good of every person and of the whole person, regardless of people’s religious, political or cultural beliefs. We envisage a world in which children, women and men most vulnerable to extreme poverty and injustice are agents of their own change and architects of their own development.

Position Impact

The Manager, Supporter Services is a key national operational leadership role in Caritas Australia delivering CA’s Mission through the priority areas of Supporter/Donor care and management. The Supporter Services portfolio includes care and management for Supporters/Donors who directly engage with CA, and the support of the Community Engagement team in the delivery of Supporter engagement. This role will be influential in the development and delivery of Supporter/Donor care and management strategies and processes that will lead to the highest consistent level of Supporter/Donor experience.

Direct Reports

Supporter Care Officer – Finance

Supporter Care Officer x 3

Business Support Officers x 5

Primary Objectives /Job Environment

• Lead the design, implementation and continuous enhancement of a Supporter care and management model which accounts for the direct engagement with Supporters/Donors in Sydney office, and Supporters who contribute to CA through the Community Engagement team

• Design and lead the execution of strategies to optimise gift processing performance and data integrity that will support accurate real time Engagement and Sustainability (E&S) reporting and quality Supporter and Donor care practices, including during Emergency Appeals

• Building and developing an integrated Supporter Services team able to contribute and execute relationships and strategies

• Strategically linking different streams of Supporter/Donor care and management to subsequently improve income, retention and Supporter/Donor development

Major Accountabilities

• Lead the development and implementation of a Supporter/Donor Services model that provides Supporters/Donors the highest experience in service, satisfaction and engagement with Caritas Australia

• Lead the development and implementation of a team model that actively supports the Community Engagement and Fundraising teams with ready support for day to day requirements and project/campaign support and management that enhances engagement with Supporters/Donors

• Inspire and lead the Supporter Service’s teams’ ability to capture the hearts and minds of Supporters/Donors and improve understanding and support to CA’s Mission and Programs

• Build trustful relationships to inspire direct reports to effectively collaborate together, lead and manage themselves and their teams, ensuring the Supporter Services team is engaged in varied activities and projects that grow the team’s collective skills and talents

• Manage and monitor the CRM’s data and data integrity; engage with the CRM working group during the project development stages

• Monitor and evaluate the progress of Supporter Services administrative and processing functions that ensures the Agency is compliant with all internal (financial and non-financial) and legislative requirements

• Ensure Supporter Services systems sustain the timely and accurate actioning and reporting of all supporter comments and complaints, and advise E&S teams of relevant trends

• Ensure team motivation and high level outcomes by developing methods for collaborative team and cross-team engagement that will overcome the challenges of dependent relationships with other CA and E&S teams

• Ensure the Supporter Services team is mindful in maintaining CA’s public profile and reputation by adhering to CA’s branding & communications policies and processes in the course of engaging with Supporters/Donors

• Apply effective stewardship and management practices by managing and monitoring the Supporter Services budget

• In collaboration with the Business Intelligence Analyst – Sustainability, ensure Supporter Services financial and non-financial processes and reporting, are appropriately reported to Head of E&S and as required to the Leadership Team

• Support the Head of Engagement and Sustainability & the Leadership Team through self and team mobilisation during Humanitarian Emergencies

• Ensure Supporter Services Team apply, with integrity, CA’s Code of Conduct, Policies, Procedures and Guidelines

Key Working Communications

|Internal |External |

|Manager, Fundraising |Diocesan Directors |

|Manager, Community Engagement | |

|E&S teams | |

|Manager ICT | |

|Business Intelligence Analyst - Sustainability | |

|Finance Team | |

Decision Making/Reasoning

Decision making in regards to Manager, Supporter Services work plans, setting standards, objectives and KPIs are to be made in consultation with the Head of Engagement and Sustainability.

Decisions may be made autonomously in regards to the day to day operations relevant to role and the direction in the development of internal relationships.

Decision making is in accordance with parameters set out in:-

• Caritas Australia Strategic Directions 2013 – 2018,

• Caritas Australia’s Agency Operational Plan (AOP),

• Principles of Catholic Social Teachings,

• Relevant ACBC and Agency policies, guidelines and codes of practice applicable to the sector.

Knowledge, Skills and Experience (selection criteria)

The successful candidate will demonstrate and provide examples from their professional experience of the following essential skills;

➢ Essential

• Minimum 5 years demonstrated experience in building and implementing successful customer service models in various customer environments, including call centres, and customer direct contact, preferably in fast moving service industries

• Minimum 5 years proven experience in a supervisory role, inspiring, growing, managing, mentoring and developing a team within customer service environments, both in call centre and direct contact environments, preferably in fast moving service industries

• Ability in strategic thinking and understanding of critical success factors that lead to a high level of customer service and financial sustainability

• Proven record of working with internal departments to build business solutions that support high customer service levels and the ongoing sustainability and best practices

• 3 years demonstrated experience managing a high volume of transactional/ customer/sales data

• Practical approach to team building and growth with a ‘can do’ attitude

• Demonstrated experience with process improvement and writing user manuals

• Experience in concurrently managing projects, customer initiatives and business as usual activities

• High level attention to detail, particularly with advanced levels of complex financial/numerical data and banking processes

• An understanding of and willingness to work within the Catholic ethos.

➢ Desirable

• Relevant Tertiary qualifications for example, Marketing, Customer Service or Business Management

• Familiarity with the Not-For-Profit and the Catholic sector

• Familiarity with the Australian Council for International Development (ACFID) Code of Conduct.

Risk and Work Health and Safety

The incumbent must:

• Observe safe work practices in accordance with training and instruction given and report any risk to your immediate supervisor.  Risks arising in the workplace may be financial, site, task or person specific or related to safety.

• Comply with ACBC corporate work health and safety practices.

• Identify, report and where appropriate, action risks/hazards in order to eliminate or mitigate against the risk recurring.

• Participate in the consultative processes provided by the organisation.

Additional Information

• The successful candidate must have and maintain the right to work in Australia.

• Ongoing appointment to this position is dependent upon successful completion of a relevant criminal history record check.

• Adherence to Caritas Australia guidelines, policies and procedures is required.

• Awareness of EEO and equity issues in international development as well as Caritas Australia.

• Commitment to participate in initiatives that foster workplace relations (e.g. Performance and Development Reviews, KPIs, staff meetings).

Focus Competencies

Integrity

Behaves ethically and professionally: Models the highest standards of behaviours

Drive

Responds with determination and even delight to the challenge and activates own and others energy to work together to achieve results

Strategic Agility

Stakeholder Focus: Creates and supports an uncompromisingly stakeholder focussed culture that is mission capable; navigates the complexities of the diversity and interdependencies of stakeholders

Accountability

Deliver Results: Drive a culture of achievement and acknowledge input of others; ensure business goals are clear, how success will be measured and have contingency provisions; carefully measures actuals to KPIs

Resources and Planning: Allocate and manage resources effectively to ensure achievement of business outcomes; Demonstrates judgement in knowing when to agilely adapt plans to new circumstances and where to drive for the original commitment

Communication

Listen and Understand: Establishes systems and practices to facilitate information sharing and communication; create opportunities for all to contribute, demonstrating high level listening skills by responding graciously and openly to interactions

Collaborative Relationships

Team work: Facilitate opportunities to engage and collaborate with external teams (to Supporter Services) to develop joint solutions; build cooperation and communications within Supporter Services, ensuring staff are being developed and provide opportunities for talents to be used where it benefits the Agency

Working Relationships: Ensure systems and processes have built in consideration for others when workflows interlink; demonstrates comfort in facilitating relationship building between staff and stakeholders

Share Information-Manner: Employs effective varied and timely communication practices; sets up systems and standards to ensure essential information is shared effectively; sets up inter-team and cross agency opportunities to exchange information and collaborate

Change Management

Manage Change Processes: Provide guidance and direction during uncertainty and change, actively promote change and help staff understand purpose and significance

Innovation Management: Develops an environment for creativity and bringing business/market ideas to fruition; can facilitate effective brainstorming and keeps alert to discuss potentials and possibilities for the future

Analysis

Evaluation: Breaks down complex information into component parts, sorts and groups data, applies causal relationships; sees underlying principles, patterns, or themes in an array of related information

Judgement

Problem-solving: generates a range of solutions and courses of actions.

Position Description Reviewed and Approved

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Acknowledgement and Acceptance

I, the undersigned, as the incumbent of this position, confirm I have read the Position Description understand its content and agree to be employed in accordance with the requirements as detailed in this position description.

I acknowledge the Position Description provides a general overview of the key responsibilities of this position and that I may be required to carry perform duties within the scope of my ability that are necessary to fulfill the objectives of the role.

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