Matthew Warhurst
Strathpine
Summary
I’m an experienced leader in the public service with a strong background in operational management, stakeholder engagement, and service delivery within the Department of Veterans’ Affairs. Currently an Assistant Director in the Processing Branch, I lead teams through complex workloads, manage escalated issues, and contribute to business improvements and high-level reporting. With over 10 years in the department, I’ve built a solid track record of delivering results, mentoring staff, and working collaboratively across teams. I’m confident working with complex legislation, managing competing priorities, and leading teams in a dynamic environment. My focus is always on delivering practical outcomes that support veterans and their families.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Director
Dept of Veterans’ Affairs
07.2023 - Current
- Provide leadership and day to day management.
- Managing escalated issues and drafting ministerial correspondence.
- Ensuring teams and staff meet set targets within timeframes.
- Prepare reports and submissions for the Director and Senior Management.
- Identify evidence-based trends and recommend strategies to address and best practices.
- Contribute to the business improvement initiatives.
- Staff development.
Team Leader
Dept of Veterans’ Affairs
03.2021 - 07.2023
- Leading and supervising staff.
- Hosting and arranging team meetings.
- Manage workloads & performance across a large team.
- Conducting monthly staff performance reviews.
- Developing team and individual staff capabilities.
- Strategically manage priorities to meet deadlines.
- Annalyse data and preparing reports for management.
- Preparing briefs for Ministerial Correspondence.
- Collaborating with other areas of the Department to improve service levels.
- Interpreting and applying complex legislation and policies to seek beneficial outcomes for Veterans' and their families.
- Resolving escalated client complaints/requests.
- Undertaking of recruitment activity, monitoring and mentoring trainees.
- Utilising technology platforms (eg. Microsoft Teams) to maintain team engagement in hybrid work environments.
Multiple Roles
Dept of Veterans’ Affairs
04.2013 - 03.2021
- Providing high level customer service and advice to ADF Members and Veterans for DHOAS as well as the Defence HomeOwner Scheme (DHOS) and Defence Service Homes (DSH) loan scheme.
- Handling of escalated client queries/requests.
- Processing applications for subsidy certificates, assessing eligibility and entitlements. Processing subsidy payments, Change of Circumstances & other maintenance tasks.
- Interpreting & applying legislative frameworks and adhering to internal quality standards.
- Ensuring data quality across all systems.
- Managing relationships with internal and external stakeholders.
- Completing peer reviews and providing quality feedback/coaching.
- Conducting formal & informal training and mentoring.
- Facilitation and preparation of home loan draw down reports, FBT reports, and invoicing.
- Processing internal reviews and preparing client appeals for Defence.
- Project work including auditing Reserve members of the ADF ensuring correct entitlements, DHOS reviews.
- Updating/maintaining standard operating procedural manuals, Sharepoint content, training guides, standard letter/emails and ancillary documentation.
- Conducting formal staff performance reviews.
Education
First Aid Officer -
St John Ambulance QLD
05.2025
Mental Health First Aid Australia - undefined
St John Ambulance QLD
03.2023
Kaplan Professional Tier 2 Accreditation (RG-146)
Skills
- Team leadership
- Innovative project leadership
- Collaborative strategic planning
- Data-driven decision making
Certification
- Certificate III in Financial Services (FNS30107)
- 6th Grade AMEB – Theory of Music
Timeline
Assistant Director
Dept of Veterans’ Affairs
07.2023 - Current
Team Leader
Dept of Veterans’ Affairs
03.2021 - 07.2023
Multiple Roles
Dept of Veterans’ Affairs
04.2013 - 03.2021
Mental Health First Aid Australia - undefined
St John Ambulance QLD
First Aid Officer -
St John Ambulance QLD
Kaplan Professional Tier 2 Accreditation (RG-146)
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