Role dimensions



ClusterTransportAgencyTransport for NSWDivision/Branch/UnitGenericRole numberGeneric for Multiple Role NumbersClassification/Grade/BandTransport Grade 6 / USS7ANZSCO Code531111PCAT Code1227192Date of ApprovalAugust 2020Agency Websitetransport..auAgency overviewAt 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, we’re 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 the customers we serve. Our organisation – Transport for NSW – is comprised of numerous integrated divisions that focus on achieving community outcomes for the greater good and on putting our customers at the centre and our people at the heart of everything we do. Primary purpose of the roleThe Business Support Officer will provide a broad range of high quality business and administrative services to support the operational efficiency and effectiveness of the business unit.Key accountabilitiesDevelop and maintain appropriate records management, reporting and archiving systems to comply with operational requirements.Prepare business performance reports to identify progress in meeting operational objectives and identify issues for remedial action.Provide reports and documentation to meet mandatory regulatory and legislative requirements.Conduct research, and source, collate and compile information to support analysis of associated data and enable informed decision making.Work in collaboration with Business Partners and other functional units to ensure a coordinated approach to achieving administrative objectives and a high standard of professional customer service.Maintain positive internal and external stakeholder relationships through effective communication and issues management to develop partnerships, engage stakeholders and contribute to meeting deliverables.Contribute to assessing the efficiency and effectiveness of business systems, processes and procedures to align with the agency’s commitment to continuous improvement.Key challengesCoordinating support services in a climate of constantly changing and competing stakeholder requirements and priorities.Managing workloads and delivering high quality, timely service in a high volume, pressurised and time critical work environment.Key relationshipsWho WhyInternalManagerReceive direction, advice, guidance and performance feedbackTeamParticipate in meetings, share information and assist in achieving team objectives and work outcomesOther TfNSW Divisions functionsCollaborate and share informationExternalStakeholdersCollaborate and share informationRole dimensionsDecision makingThe role operates with autonomy in determining day to day work priorities within the context of an agreed work plan and in making associated decisions.Decisions on complex issues or those with political ramifications are referred to a higher level of authority.Reporting lineThe role accounts and reports to the relevant reporting line ManagerDirect reportsNilBudget/ExpenditureNilKey knowledge and experienceExperience in business reporting in a large complex environment.Capabilities for the roleThe NSW public sector capability framework describes the capabilities (knowledge, skills and abilities) needed to perform a role. There are four main groups of capabilities: personal attributes, relationships, results and business enablers, with a fifth people management group of capabilities for roles with managerial responsibilities. These groups, combined with capabilities drawn from occupation-specific capability sets where relevant, work together to provide an understanding of the capabilities needed for the role.The capabilities are separated into focus capabilities and complementary capabilities. Focus capabilitiesFocus capabilities are the capabilities considered the most important for effective performance of the role. These capabilities will be assessed at recruitment. The focus capabilities for this role are shown below with a brief explanation of what each capability covers and the indicators describing the types of behaviours expected at each level.FOCUS CAPABILITIESCapability group/setsCapability nameBehavioural indicatorsLevel Act with IntegrityBe ethical and professional, and uphold and promote the public sector valuesRepresent the organisation in an honest, ethical and professional waySupport a culture of integrity and professionalismUnderstand and help others to recognise their obligations to comply with legislation, policies, guidelines and codes of conductRecognise and report misconduct and illegal and inappropriate behaviourReport and manage apparent conflicts of interest and encourage others to do soIntermediateCommunicate EffectivelyCommunicate clearly, actively listen to others, and respond with understanding and respectTailor communication to diverse audiencesClearly explain complex concepts and arguments to individuals and groupsCreate opportunities for others to be heard, listen attentively and encourage them to express their viewsShare information across teams and units to enable informed decision makingWrite fluently in plain English and in a range of styles and formatsUse contemporary communication channels to share information, engage and interact with diverse audiencesAdeptCommit to Customer ServiceProvide customer-focused services in line with public sector and organisational objectivesTake responsibility for delivering high-quality customer-focused servicesDesign processes and policies based on the customer’s point of view and needsUnderstand and measure what is important to customersUse data and information to monitor and improve customer service deliveryFind opportunities to cooperate with internal and external stakeholders to improve outcomes for customersMaintain relationships with key customers in area of expertiseConnect and collaborate with relevant customers within the communityAdeptWork CollaborativelyCollaborate with others and value their contributionBuild a supportive and cooperative team environmentShare information and learning across teamsAcknowledge outcomes that were achieved by effective collaborationEngage other teams and units to share information and jointly solve issues and problemsSupport others in challenging situationsUse collaboration tools, including digital technologies, to work with othersIntermediateDeliver ResultsAchieve results through the efficient use of resources and a commitment to quality outcomesSeek and apply specialist advice when requiredComplete work tasks within set budgets, timeframes and standardsTake the initiative to progress and deliver own work and that of the team or unitContribute to allocating responsibilities and resources to ensure the team or unit achieves goalsIdentify any barriers to achieving results and resolve these where possibleProactively change or adjust plans when neededIntermediatePlan and PrioritisePlan to achieve priority outcomes and respond flexibly to changing circumstancesConsider the future aims and goals of the team, unit and organisation when prioritising own and others’ workInitiate, prioritise, consult on and develop team and unit goals, strategies and plansAnticipate and assess the impact of changes, including government policy and economic conditions, on team and unit objectives and initiate appropriate responsesEnsure current work plans and activities support and are consistent with organisational change initiativesEvaluate outcomes and adjust future plans accordinglyAdeptTechnologyUnderstand and use available technologies to maximise efficiencies and effectivenessDemonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasksUse available technology to improve individual performance and effectivenessMake effective use of records, information and knowledge management functions and systemsSupport the implementation of systems improvement initiatives, and the introduction and roll-out of new technologiesIntermediateComplementary capabilitiesComplementary capabilities are also identified from the Capability Framework and relevant occupation-specific capability sets. They are important to identifying performance required for the role and development opportunities. Note: capabilities listed as ‘not essential’ for this role are not relevant for recruitment purposes however may be relevant for future career PLEMENTARY CAPABILITIESCapability group/setsCapability nameDescriptionLevel Display Resilience and CourageBe open and honest, prepared to express your views, and willing to accept and commit to changeFoundationalManage SelfShow drive and motivation, an ability to self-reflect and a commitment to learningIntermediateValue Diversity and InclusionDemonstrate inclusive behaviour and show respect for diverse backgrounds, experiences and perspectivesFoundationalInfluence and NegotiateGain consensus and commitment from others, and resolve issues and conflictsIntermediateThink and Solve ProblemsThink, analyse and consider the broader context to develop practical solutionsIntermediateDemonstrate AccountabilityBe proactive and responsible for own actions, and adhere to legislation, policy and guidelinesIntermediateFinanceUnderstand and apply financial processes to achieve value for money and minimise financial riskFoundationalProcurement and Contract ManagementUnderstand and apply procurement processes to ensure effective purchasing and contract performanceFoundationalProject ManagementUnderstand and apply effective planning, coordination and control methodsFoundational ................
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