Shannen Black

• End-to-End Payroll Processing: Extensive experience in accurately preparing and processing payroll for Defence personnel, including new hires, promotions, allowances, and leave entitlements, in line with Defence Enterprise Agreements and relevant APS frameworks.
• Payroll Systems Proficiency: Skilled in the use of payroll and HR information systems, including data entry, payroll runs, reporting, and system troubleshooting. Strong capability in navigating and updating records within large, secure databases.
• APS Policy & Legislative Compliance: In-depth understanding of Defence-specific payroll policies. Able to interpret and apply departmental guidellines to ensure accurate pay outcomes.
• Employee Service & Support: Committed to delivering high-quality customer service to Defence employees and stakeholders by promptly and professionally responding to payroll-related enquiries, explaining complex entitlements in clear terms, and ensuring positive client outcomes.
• Problem Solving & Issue Resolution: Demonstrated ability to investigate and resolve payroll discrepancies, interpret complex pay cases, and escalate issues appropriately. Skilled in identifying process improvements and contributing to payroll accuracy and efficiency.
• Attention to Detail & Data Integrity: Proven ability to maintain high standards of accuracy and consistency in all payroll data entry, calculations, and reporting. Vigilant in identifying errors, preventing overpayments or underpayments, and ensuring records are audit-compliant.
• Records Management & Confidentiality: Experienced in maintaining accurate, up-to-date payroll records in accordance with Defence data security protocols and legislative requirements related to data privacy and retention.
• Communication & Team Collaboration: Strong interpersonal skills with the ability to liaise effectively with internal teams, HR units, and Defence employees. Confident in contributing to team discussions, sharing knowledge, and supporting collaborative problem-solving in a team-based environment.
• Time Management & Organisational Skills: Capable of managing multiple priorities and high-volume workloads within strict pay cycle deadlines. Highly organised with a proactive approach to meeting time-sensitive payroll obligations.
• Commitment to APS Values: Strong understanding of, and adherence to, the APS Values, Code of Conduct, and ethical standards. Maintains a high level of professionalism, integrity, and accountability in all work practices.

This full-time role involves responding to a broad range of complex customer circumstances in a fast-paced, dynamic environment including:

● Adherence to legislation and instruments including Government Information.

● Initiate investigations into complex or sensitive complaints and issues, identifying solutions swiftly and to customer satisfaction.

● A positive, solution-focused approach to customer interactions, founded in active listening and empathy-based problem-solving.

● Utilise required software, systems, policies and procedures to manage interactions with customers and communicate decisions.

● Enterprise content management: registration and retrieval of customer data and documentation in records management systems in accordance with organisation policies and procedures.

● Accurate processing of customer applications.

● Microsoft Office suite of programs used for business administration daily.

● Participated in team meetings and training sessions to remain informed and skilled.

● Case management: accurate and thorough file management, tenacious pursuit of positive outcomes for customer/client and organisation.

● Record-keeping and organisation: precise documentation

● Genysys phone and timekeeping system user proficiency.

● Strong abilities to effectively prioritise and manage workload.

● Flexibility and the ability to adapt to a changing work environment, along with interchanging between roles at short notice, from APS4 to step up Team Leader as the agency needs required.