Jyoti Hegde

 Manage the operations of the team/s including setting work priorities and managing resources and workflow.

 Lead, manage and support staff including managing performance, attendance, health and wellbeing.

 Develop staff capability through coaching, training
and work with the leadership group to identify staff learning and development needs.

 Establish and manage relationships with local stakeholders to build service delivery capability, increase the profile of the agency’s services and attend inter-agency meetings and forums to obtain and share information.

 Escalate issues that adversely impacts on policy, performance and/or service, including disaster/emergency situations.
 Monitor and manage work output and quality against established performance standards through quality analysis and reporting.

 Prepare and/or coordinate the staff roster and allocate work based on resources and priorities.

 Support staff to work across one or more channels to provide a range of core services, as well as tailored services based on customer need.

 Analyse and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to manage overall performance.

 Contribute to relevant business and people planning and develop strategies to improve against key performance measures.

 Prepare a range of written material including business
cases, reports, executive briefs and corporate documentation.

 Encourage innovation and manage and lead team/s through changes in business and process improvement.

 Manage customer feedback and complaints, including investigating and resolving issues and incidences escalated by staff.

 Drive the promotion of the agency’s self-managed and digital
services.

 Exercise appropriate delegations in accordance with legislation and guidelines.

 Acknowledging continuous organizational change as opportunity for growth and improvement.

 I Implement change and manage the operations of the teams including setting work priorities and managing resources and workflow.

 Lead, manage and support staff including managing performance, attendance and health and wellbeing of my staff.

 Develop staff capability through coaching, training and work with the leadership group to identify staff learning and development needs.

 Establish and manage relationships with local stakeholders to build service delivery capability.

 Follow-through on all critical inter-departmental escalations to increase customer satisfaction rates.

 Evaluated customer information to explore issues, develop potential solutions and maintain high-quality services.
 Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

 Increased efficiency and performance by monitoring productivity and providing feedback.

 Implement changes while also ensuring minimal
interruption to customer services.

 Worked across service delivery channels to provide tailored service to customers facing significant disadvantage or multiple complex challenges.

 Assess the customer needs and determine entitlements and obligations.

 Work in close partnership with key stakeholders to
support the delivery of quality programs and services.

 Understands and supports the organisational vision, mission and business objectives.

 Identified issues or problems that impact my work objectives and identify ways to improve work practices. Contribute to plans,
strategies, and team goals.

 Follow direction provided by supervisor. Understand the reason
for decisions, recommendations and ability to think ahead.

 Worked towards contributing to the achievement of organisational goals.
 Accessed the training I needed to be part of change.