General Manager - Assessment, Investigation and Resolution

at  Energy and Water Ombudsman Queensland

The role is accountable and responsible for managing the following teams and outputs within EWOQ: Relationships - develop and manage highly effective relationships with key internal and external stakeholders including consumers, consumer groups, Commonwealth and State government departments and regulators, private sector businesses, and government-owned corporations which contribute to the improvement and service delivery agendas.Culture - with the other leadership team members continue to lead the development of a positive, adaptable workplace culture that encourages achievement, collaboration, diversity, flexibility, innovation, improvement and learning.Internal business management - develop, maintain and deliver your scope of work within budget, manage risk and governance requirements and ensure all strategies, plans, systems and processes are aligned with EWOQ’s strategic direction. Communicate with purpose at the strategic, tactical and operational level in written form.Team member management - lead, develop and manage a high performing team that delivers on strategies, projects and activities to meet service objectives and organisational priorities.Innovation and continuous improvement - investigate and apply contemporary best practice approaches in both public and private organisations to stimulate innovative thinking in EWOQ to achieve workload and project management improvements and efficiencies.Accountable team contribution: Dispute Resolution - provide oversight and strategic leadership of the dispute resolution function within EWOQ, consisting of an early resolution and investigation team. Drive and ensure contemporary and efficient practices and excellence in service delivery.Customer and Community - provide strategic leadership and direction for the delivery of the customer experience program along with community interactions as they relate to the AIR team. This includes the quality assurance function within AIR. The General Manager - AIR is also the senior officer responsible for continuing EWOQ’s reconciliation journey and furthering EWOQ’s work on our Reconciliation Action Plan.Operations and Systems - provide oversight and strategic leadership for the delivery of best practice dispute resolution systems to meet EWOQ and stakeholder expectations now and into the future.
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