ABOUT US

At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

ESSENTIAL REQUIREMENTS

• Demonstrated leadership and management skills for the delivery of services in a complex human services customer environment and sound strategic thinking capacity, management and administrative skills.
• Tertiary qualifications and/or equivalent experience in human services or related discipline.
• Available to travel throughout NSW.
• Willingness to have phone calls and team email accounts monitored for quality assurance and trainingpurposes, and to participate in one-to-one review sessions for calls and emails.

ABOUT THE ROLE

This role will develop and lead high performing Proactive teams to deliver consistent and high-quality financial management services that meets the needs of our customers, stakeholders and aligns to NSW Trustee and Guardian’s Customer Excellence Principles. The role supports and coaches a team to achieve consistent financial management practice which meets the needs of customers and is supported by ongoing quality control, dynamic operational systems, and strategic collaboration with the internal and external stakeholders.

As the Manager, Proactive Customer Management, you will:

• Lead and manage teams to achieve high levels of performance, deliver excellent customer service to customers with disability and may be vulnerable, while meeting organisational outcomes.
• Inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide “best practice” customer service.
• Provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and support effective business planning and initiatives.
• Collaborate with professional practice leaders, managers and staff across the business to continually build responsive and high-quality practice standards and capabilities including establishing and actively managing key internal and external stakeholder relationships based on open, regular discussions and feedback to ensure effective interface between Estate Management, Estate Administration and Planning, Public Guardian staff and other teams.
• Contribute to developing, reviewing and implementing policies, procedures relating to Financial Management, and systems to effectively manage and improve the delivery of customer and support services. Ensure Estate Management staff maintain knowledge of legislation, protocols and processes to ensures work practices are of the highest quality.
• Manage and support delivery of services in line with the annual financial management budget, applying the principles of NSW Trustee and Guardian Act 2009, and the National Standards for Financial Managers.
• Support the team to manage and respond to customer feedback, including managing complaints, which at times may be complex and undertake investigations and reviews to ensure all decision making is compliant with legislation, policies, procedures, guidelines and standards, ensuring outcomes are communicated and documented.

For more information about the position, view the role description.

NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
• various leave options (recreation, parental, and flex leave of up to 24 days per year)
• career development including study leave and acting opportunities.
• access to Fitness Passport and employee assistance program, and annual flu vaccinations

To apply for this role:

• Complete the online application via IworkforNSW.
• Submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability.
• Answer the following targeted questions (maximum two pages):
• Please provide an example of a time you had to lead a team through a significant performance or cultural change. Outline the activities and strategies you used to keep them engaged, positive and productive.
• Describe a situation where you have worked within a high-volume working environment with competing and conflicting deadlines, to deliver your own results and also contributing to the overall team outcomes. What strategies did you use, what were your targets and what was the outcome