Emily Burrows
Brisbane
Summary
Experienced professional administrator with a strong background in compliance frameworks, governance, policy interpretation, finance, project support, quality management, business processes, and contract management. Thrives in both team and independent working environments. Demonstrates resilience and a strong work ethic. Known for establishing exceptional customer and internal relationships. Highly skilled communicator with expertise in organization and decision-making. Excels in challenges and is detail and goal-oriented. Continuously seeks opportunities to expand knowledge and skill set. Eager to take on new challenges within the Australian Public Service to further professional growth.
Overview
21
21
years of professional experience
Work History
Relationship Manager (RM) and Senior Relationship Manager (RRM)
Department of Employment and Workplace Relations
02.2024 - Current
- Working as a Relationship Manager who is responsible for supporting the relationship management of Approved Employers (AEs) who recruit workers under the PALM Scheme
- Tasks include assessment of recruitment documentation, assisting in the capacity development of AEs, participating in monitoring visits with AEs and PALM workers to ensure compliance under the Deed and Guidelines and assisting in handling complex issues and incidents with AEs and PALM workers
- Work in a range of cultural environments to communicate sensitively and effectively with people of diverse backgrounds (e.g
- The ability to communicate with nationals from the PALM participating countries would be desirable)
- Management of the AEs participation in the program including assessment of recruitment documentation and monitoring compliance with the programs Deed and Guidelines, including assisting with the conduct of monitoring visits
- Management of complex matters regarding AEs and PALM workers participation in the program
- Development and management of the relationships with local communities, councils, and other relevant stakeholders to identify opportunities for information sharing and joint operations
- Provide administrative support for and coordination of travel arrangements for members of the team
- Contribute to team reporting requirements and delivery of project outcomes
- Draft input for ministerial briefings, executive and governance reports, for review by Executive level employees
- Other duties as required, including answering calls and responding to queries raised on the PALM Information Line
Payment Accuracy Review Officer and backfilling Quality Development Officer QDO role
Services Australia
08.2014 - 02.2024
- Working as a Payment Accuracy Review Officer I have supported the Appeals and Reviews Branch, the main compliance mechanism for Services Australia
- My work product produced increases confidence in Government outlays and services by preventing, detecting, and minimising fraud and customer debt while providing a quality customer experience
- Data produced from my review results provide an estimate of the level of payment accuracy being delivered by the agency and helps to identify emerging risks associated with payment accuracy
- This involves managing approximately 90 cases per trimester
- Resolve/review all levels of issues by liaising with customers, analysing information given by researching and examining evidence
- Using judgment on when to escalate matters as required
- Examine evidence and information obtained from customers and third parties to ensure the correctness of payments, debt raising calculations, and debt recovery arrangements
- Exercise delegations in accordance with legislation and guidelines in relation to payment eligibility
- Identify opportunities for business and process improvement, by conducting pilot studies and modernisation projects
- Employ highly developed interpersonal skills, to manage situations requiring a high degree of sensitivity to individual and/or workgroup concerns
- Quality checking– perform quality assurance functions such as review, check and approve the work of my team members
- Complete gathering of data, documentation from customers and third parties to complete assessments of entitlements and requirements
- Provide advice and education to stakeholders and colleagues on regulatory and compliance matters
- Time management skills and the agility to complete case analysis within the monthly timeframe and managing competing priorities
- Draft reports on complex matters and risk assessments and escalations
- Engage and establish productive working relationships with a variety or stakeholders including, customers, coworkers, senior management, over an array of methods including formal letters, email, phone, face to face and video conference engagements
- High performance in a fast paced and challenging environment
- Assistance and support to lower-level staff through mentoring, development opportunities and monitoring of performance
Multiple roles: Senior Practitioner; Remote Service Officer; Prison Liaison Officer; Metro Relief Pool at the APS4 and APS5 levels
Services Australia
04.2004 - 08.2014
- Working across multiple roles over the Department of Human Services I showed dedication to helping achieve the strategic outcomes of the Department
- Showcasing my ability to learn new skills, fit into new work areas and be adaptable
- Engage, negotiate and influence customers to participate in obligations including adapting my approach to help break down identified barriers and assist customers in transitional phases
- Acting Senior Practitioner of a busy Service Centre providing leadership to a team, technical coaching, training and completing quality reviews of assessments by other team members
- Remote service officer – traveling to remote communities for a week at a time
- Organise all details of trip, engage with community and government representatives
- Show resilience, organised, work independently, use resources to find answers to questions
- Adaptability shown in relief pool, for over a year
- Ability to do multiple roles, work in new and unknown environment, new coworkers, fitting into different team cultures
APS5 Client Service Officer
Australian Public Service Commission
07.2011 - 11.2012
- As acting Client Services Officer I led a team to support the Client Engagement Panel in completing procurement processes in line with legislation
- This involved leading a team to ensure accurate information records and providing quality client service
- Contract management including drafting, payments, administration and monitoring, preparation of draft contracts and variations
- Play a key role in the procurement process
- High standard of records management
- Validate supplier proposals to ensure compliance with deeds of standing offer
- Responding to information requests i.e
- Drafting variations
- Expectations management and complaints resolution
- Undertaking projects identified under the Review of Panel Services Agency Pricing Model
- Drafting marketing materials
- Drafting implementation strategies
- Database design consultation
- Panel refresh milestones
- APSC website audit process
- Providing a high level of records management complying with department policy
- Actively coordinating learning and development activities to deliver positive business outcomes that align with the Commission’s business plan
- Establishing and growing positive working relationships with team members, stakeholder, clients and suppliers
- Capacity to juggle multiple tasks in a highly focused client service environment showing exceptional professionalism and a high level of attention to detail
Education
Certificate IV -
Project Management
Certificate 3 - Charles Darwin University
Business & Administration
Leading Small Teams -
APSC
Internal Consulting Skills -
APSC
Contract Management Foundations -
Dept of Finance & Deregulation
Procurement Foundations -
Dept of Finance & Deregulation
Procurement and Contracting -
NTETA
Skills
- People management
- Customer focused
- Teamwork
- Governance implementation
- Takes initiative
- Autonomous
- Developing stakeholder relationships
- Contract management
- Positive culture orientated
- Effective communication
- Policy interpretation
- Resilient
Timeline
Relationship Manager (RM) and Senior Relationship Manager (RRM)
Department of Employment and Workplace Relations
02.2024 - Current
Payment Accuracy Review Officer and backfilling Quality Development Officer QDO role
Services Australia
08.2014 - 02.2024
APS5 Client Service Officer
Australian Public Service Commission
07.2011 - 11.2012
Multiple roles: Senior Practitioner; Remote Service Officer; Prison Liaison Officer; Metro Relief Pool at the APS4 and APS5 levels
Services Australia
04.2004 - 08.2014
Certificate IV -
Project Management
Certificate 3 - Charles Darwin University
Business & Administration
Leading Small Teams -
APSC
Internal Consulting Skills -
APSC
Contract Management Foundations -
Dept of Finance & Deregulation
Procurement Foundations -
Dept of Finance & Deregulation
Procurement and Contracting -
NTETA
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