Jahanna Mapley

* Understand the strategic direction for the work area and develop work plans accordingly, using relevant legislation and policy frameworks as a guide.
* Make decisions based on professional judgement, evaluate risks and identify problems in the context of a complex and changing environment, taking appropriate action to resolve them.
* Develop and implement work plans and processes, direct and coordinate quality assurance practices
* Demonstrate commitment to self-development; capitalise on opportunities to extend skills and knowledge; accept challenging new opportunities
* Engage and collaborate with stakeholders to identify opportunities, achieve outcomes and facilitate cooperation
* Demonstrate strong communication skills and the ability to tailor communication style/ language according to the audience's level of knowledge, skill and experience
* Effectively manage competing priorities; take responsibility for the achievements of self and team outcomes
* Build capability in a team environment through coaching others, providing performance feedback, conflict resolution and encouraging career development.

* Lead/support operations across service delivery sites and teams, including monitoring performance, setting priorities, managing resources and workflows
* Lead/manage staff including overseeing performance, attendance and health and wellbeing;
* Monitor, manage and report on work output and quality against performance standards through interpretation of quality analysis/reporting
* Coach and mentor staff/leaders; contribute to succession planning
* Oversee the management of customer feedback, including investigating/resolving customer issues and escalated incidents
* Support innovation; manage and lead change
* Engage/partner with key internal and external stakeholders to build service delivery capability
* Resolve/escalate issues that adversely impact on policy, performance, customer service, including disaster/emergency situations
* Provide operational intelligence/feedback to the agency’s executive
* Prepare written material: business cases, reports, executive briefs and corporate documentation
* Ensure customer awareness of the agency’s self-managed and digital services
* Work collaboratively to achieve outcomes; provide operational support to service delivery staff
* Exercise delegations in accordance with legislation and guidelines.