Steve Dimoski

To continue to apply my experience, skills, and capability at the EL2 Frontline Operations Director position through being engaged in duties and responsibilities, that require and contribute to the maintenance and management of people, systems and processes which support and strategically position the Australian Taxation Office for the future.

Bachelor of Commerce, Management & Marketing, University of Wollongong

• Lead and empowered a large scale, operational workforce to deliver optimal result. The CAS Productivity Dashboard metrics for the Wollongong site and the results are above the national averages and is a top-ranking site in the SBSC.
• Total Productivity – 103% (national benchmark is 95%).
• Productivity Processing – 101% (national benchmark is 95%).
• Productivity Telephony – 104% (national benchmark is 95%).
• Increased the number of activities finalised and calls taken by 25% over the past 12 months.
• Increased our staff’s time spent on direct work by 10% over the past 12 months.
• Contributed to the improvement and maintenance of the SBSC CAS Telephony Dashboard performance.
• Achieved a 85% of upskilling and training of staff and building of Super telephony capability and Super new measures.
• Serviced and handled an increase of Super phone calls from previous year and with no call blocking and maintaining average handling times.
• Achieved a service standard of answering Super phone calls within 10 minute average wait times.
• Maintained a 6% plus one Super escalation rate on queues.
• Deployed Super new measures (Compassionate Release of Super & Small Business Super Clearing House) successfully on site.
• Contributed to the development and implementation of plans, strategies and procedures for the teams/site and process.
• Managed and monitored the implementation of the reinvention program and cultural change, share information with others to determine its effectiveness and identify opportunities for continuous improvement.
• Escalated proposals to improve systems, policies, and practices within area of responsibility.
• Managed, and been accountable for, resources to achieve quality business/Service Delivery outcomes and performance objectives.

• Extensive leadership experience (over a year acting in the EL2 Director role in Frontline Operations) and skills with drive and determination.
• Sound understanding and knowledge base of the ATO’s 2030 vision, business model, frameworks, and strategic direction.
• Inspire teams to achieve operational excellence by translating corporate vision into contemporary and meaningful strategies.
• Self-motivated, dedicated with a positive attitude and able to observe confidentiality with an eye for details.
• Extensive senior leadership experience in various teams/sections and managing a large site of over 250 staff with 13 delivery teams.
• Drive initiatives across the business area that support the delivery complex or technical programs of work.
• Strong leadership with effective communication.
• Extensive operational management and customer service experience and skills.
• Extensive experience managing and developing people change and culture and innovation.
• Extensive experience managing code of conduct and internal investigations complex cases.
• Excellent organisational and planning experience and skills.
• Extensive operational management across Service Delivery relationship management and advanced strategic thinking.
• Strong business acumen with extensive business management analysis and reporting with a solution focused approach.
• Excellent stakeholder relationship management and adaptable/resilient.
• Effective communicator and conflict management and experience managing complex issues.
• Experienced change manager and effective negotiator.
• Proven risk management and ability to interpret complex legislation and develop policy and provide expert advice on the resolution of emerging issues.

• Lead and manage several teams in the Super Business Service Centre (SBSC) in Wollongong consisting of up to 250 (13 frontline teams) permanent, non-ongoing and casual irregular intermittent staff in achieving business outcomes on various products in a multi-channel environment.
• Exceed SSC benchmark of taking 80% of calls within 10 minutes with no call blocking.
• Reduce Super complaints.
• Manage Super on hand processing workloads and reach a target of less than 20% of holdings to have a greater than 28 days service standard.
• Mirror key worktypes across both Wollongong, Moonee Ponds and Upper Mount Gravatt.
• Ensure completion rates for all work types will be 50% or above.
• Manage unplanned leave in the site to be the same as or less than the ATO average.
• Increase site engagement to be the same and or greater than the ATO average.
• Manage and deploy Super new measures into the site.
• Analyse and interpret legislation, policies, create strategies and business/team plans and applied these in work area.
• Manage and control the CAS Productivity Dashboard & CAS Telephony Dashboard from a site perspective to influence the site business plans in increasing productive output and performance.
• Undertake workforce planning and build site capability to improve both client and staff experience.
• Managing site inbound and outbound phone campaigns/queue lines – client centric focus and approach.
• Managing budgets, manual pays, WFM rosters & scheduling expectations.
• My Compass Performance Framework – developing SMART goals with team leader cohort.
• My Contribution monthly performance discussions and check ins – take responsibility for performance management of the site and complex people issues.
• Building strong working relationships and networks with all stakeholders to work collaboratively to achieve outcomes and to identify and critically analyse trends.
• Champion innovation client centric solutions that consider potential environmental impacts and meet community expectations.
• Communicate with influence and being able to provide clear direction to all clients and team members.
• Actively participate in the planning, conduct and evaluation of staff development and training.
• Actively promote and demonstrate commitment to APS Values and Tax Office policies and practices, including workplace relations, employment equity and diversity, occupational health and safety and the secrecy and privacy provisions.
• Provided guidance and leadership to the delivery teams, and to individual team leaders, to ensure a strong focus to achieve business objectives.
• Provided advice and interpretation to senior staff on more complex policies, systems, and practices.