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Role DescriptionService Improvement ConsultantClusterTransportAgencyCorporate ServicesDivision/Branch/UnitTransport Shared Services/ Finance and ProcurementLocationSydneyClassification/Grade/BandGrade 8Role NumberTBCANZSCO Code221112PCAT Code2113392Date of Approval31 July 2020Agency overviewTransport for NSW (TfNSW) is the lead agency of the NSW Transport cluster. At Transport, we’re passionate about making NSW a better place to live, work and visit. Our vision is to give everyone the freedom to choose how and when they get around, no matter where they live. Right now, were delivering a $57.5bn program – the largest Australia has ever seen – to keep people and goods moving, connect communities and shape the future of our cities, centres and regions. At Transport we’re also committed to creating a diverse, inclusive and flexible workforce, which reflects the community and customers we serve.Primary purpose of the roleThe primary purpose of the role is to work across Finance and Procurement to design and implement service improvement projects and initiatives, the introduction of new services including self-service options for customers, and implementation of effective knowledge management to assist staff and suppliers to provide improved customer experience and increased operational efficiency.Key accountabilitiesLive the NSW Public Sector and organisational values to achieve outstanding outcomes for the organisation and customersAnalyse complex issues escalated from management and the Finance and Procurement teams, to understand the root causes for recurring service quality issues.Based on detailed analysis, develop and implement service improvement initiatives and projects to resolve systemic issues, addressing system and process changes as required.1Work closely with Corporate Finance, Commercial and Strategic Projects and TSS teams to document, simplify, consolidate and automate processes and procedures to drive customer experience improvements and increased operational efficiency.Manage the service transition process for Finance and Procurement and ensure that the implementation of new services, changed and/or retired services are effectively managed and deliver on the expected business value.Ensure that during the service transition process the impact on customers is minimal with good quality knowledge and information available to both customers and staff.Manage the planning of resources and capacity for service transitions, and implement a rigorous framework for evaluating service capabilities and risk profiles before new or changed services are deployedEnsure that clear procedures and guidelines are in place to drive consistency of service delivery across teams.Key challengesAchieving measurable benefits in Finance and Procurement service delivery by delivering a range of continuous improvement initiatives and projects.Building relationships within Finance and Procurement teams to gain trust and work together to identify and implement process and system improvements.Analysing complex system and process problems to reach innovative yet simple solutions.Key relationshipsWhoWhyInternalSenior Manager Service ImprovementWork collaboratively to provide advice, contribute to decision making and drive a range of service improvement initiatives and projects.Clients, TSS management, front-line teamsAnalyse complex issues escalated from a range of sources to understand the root causes for recurring problemsCorporate Finance, Commercial and Strategic Projects, Service Commerciality and Insights and TSS Business OperationsCollaboratively identify service improvement opportunities across systems, processes and knowledge management and design initiatives/ projects to address these.Analyse customer experience insights to drive innovation and service optimisation.External?Role dimensionsDecision makingAs per the delegations of the role.Reporting lineThis role reports to the Senior Manager Service Improvement.Direct reportsThis role has no direct reports.Budget/ExpenditureAs per delegations of the role.Essential requirementsDemonstrated experience in delivering projects that have a measurable impact on service delivery, performance standards and customer experience.Demonstrated ability to build trust, influence and communicate effectively, apply a commercial and customer mindset, and creatively problem solveSkilled in identifying opportunities for synergy and integration of systems, processes and/or improvement initiativesAbility to ensure changes to existing processes, technologies and services are carried out in a systematic and logical wayCapabilities for the roleThe NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework is available at psc..au/capabilityframeworkCapability summaryBelow is the full list of capabilities and the level required for this role. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities.NSW Public Sector Capability FrameworkCapability GroupCapability NameLevelDisplay Resilience and CourageAdeptAct with IntegrityAdeptManage SelfAdeptValue DiversityIntermediateCommunicate EffectivelyAdeptCommit to Customer ServiceAdvancedWork CollaborativelyAdvancedInfluence and NegotiateAdeptDeliver ResultsAdeptPlan and PrioritiseAdeptThink and Solve ProblemsAdeptDemonstrate AccountabilityIntermediateFinanceIntermediateTechnologyAdeptProcurement and Contract ManagementIntermediateProject ManagementAdept493395107727749339520488274933953020377493395-1653656Focus capabilitiesThe focus capabilities for the role are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the role’s key accountabilities.NSW Public Sector Capability FrameworkGroup and CapabilityLevelBehavioural IndicatorsPersonal Attributes Display Resilience and CourageAdeptBe flexible, show initiative and respond quickly when situations changeGive frank and honest feedback/adviceListen when ideas are challenged, seek to understand the nature of the criticism and respond constructivelyRaise and work through challenging issues and seek alternativesKeep control of own emotions and stay calm under pressure and in challenging situationsRelationshipsCommunicate EffectivelyAdeptTailor communication to the audienceClearly explain complex concepts and arguments to individuals and groupsNSW Public Sector Capability FrameworkGroup and CapabilityLevelBehavioural IndicatorsMonitor own and others’ non-verbal cues and adapt where necessaryCreate opportunities for others to be heardActively listen to others and clarify own understanding ? Write fluently in a range of styles and formatsRelationshipsCommit to Customer ServiceAdvancedPromote a culture of quality customer service in the organisationInitiate and develop partnerships with customers to define and evaluate service performance outcomesPromote and manage alliances within the organisation and across the public, private and community sectorsLiaise with senior stakeholders on key issues and provide expert and influential adviceIdentify and incorporate the interests and needs of customers in business process designEnsure that the organisation’s systems, processes, policies and programs respond to customer needsRelationshipsWork CollaborativelyAdvancedBuild a culture of respect and understanding across the organisationRecognise outcomes which resulted from effective collaboration between teamsBuild co-operation and overcome barriers to information sharing, communication and collaboration across the organisation and cross-governmentFacilitate opportunities to engage and collaborate with external stakeholders to develop joint solutionsResultsThink and Solve ProblemsAdeptResearch and analyse information, identify interrelationships and make recommendations based on relevant evidenceAnticipate, identify and address issues and potential problems and select the most effective solutions from a range of optionParticipate in and contribute to team/unit initiatives to resolvecommon issues or barriers to effectivenessIdentify and share business process improvements to enhance effectivenessBusiness EnablersTechnologyAdeptDemonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasksIdentify opportunities to use a broad range ofcommunications technologies to deliver effective messagesUnderstand, act on and monitor compliance with information and communications security and use policiesIdentify ways to leverage the value of technology to achieve team/unit outcomes, using the existing technology of the businessSupport compliance with the records, information and knowledge management requirements of the organisationNSW Public Sector Capability FrameworkGroup and CapabilityLevelBehavioural IndicatorsBusiness EnablersProject ManagementAdeptPrepare clear project proposals and define scope and goals in measurable termsEstablish performance outcomes and measures for key project goals, and define monitoring, reporting and communication requirementsPrepare accurate estimates of costs and resources requiredfor more complex projectsCommunicate the project strategy and its expected benefits to othersMonitor the completion of project milestones against goals and initiate amendments where necessaryEvaluate progress and identify improvements to inform future projects ................
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