Tanya Major

• Leading a team including providing strategic direction, promoting a positive work environment, developing staff capability through coaching, mentoring and on-the-job support and managing performance and attendance.
• Successful delivery of project, program or work outcomes including: ensuring deliverables are fit for purpose and meet business needs, managing workload, resources, risk, change and implementation where appropriate.
• Developing trusted local community and/or national stakeholder relationships to support the effective design and delivery of programs, projects, payments and services.
• Preparing written material which may include: presentations, correspondence, reports, corporate documentation, briefing papers, business plans and/or Ministerial correspondence.
• Contributing to business and people planning and developing local strategies for improvement and best practice.
• Using critical thinking in the interpretation of information and data to exercise appropriate delegations in accordance with legislation and guidelines.
• Encouraging innovation and leading team/s through changes in business and process improvement.  Managing competing priorities in a challenging and evolving environment.

• Leading a team including providing strategic direction, promoting a positive work environment, developing staff capability through coaching, mentoring and on-the-job support and managing performance and attendance.
• Successful delivery of project, program or work outcomes including: ensuring deliverables are fit for purpose and meet business needs, managing workload, resources, risk, change and implementation where appropriate.
• Developing trusted local community and/or national stakeholder relationships to support the effective design and delivery of programs, projects, payments and services.
• Preparing written material which may include: presentations, correspondence, reports, corporate documentation, briefing papers, business plans and/or Ministerial correspondence.
• Contributing to business and people planning and developing local strategies for improvement and best practice.
• Using critical thinking in the interpretation of information and data to exercise appropriate delegations in accordance with legislation and guidelines.
• Encouraging innovation and leading team/s through changes in business and process improvement.
• Managing competing priorities in a challenging and evolving environment.

Provide complex technical assistance, procedural guidance and advice to service delivery staff.

Facilitate formal training to service officers to support quality, accuracy and consistency of decision-making, as well as building their service delivery capability.
Identify development needs for service officers and work in consultation stakeholders to build capability
Monitor and analyse data
Monitor accuracy, quality of work and decision-making against established performance standards
Build and maintain relationships with external stakeholders
Provide service delivery support including the provision of advice to customers on legislation, policy, procedures, payments and programs administered by the agency.

Exercise appropriate delegations in accordance with legislation and guidelines

Collaborate with other staff and connect with relevant government or community services to deliver the best service offer for the customer.

Provide customer service support at initial point of contact, including directing customers to appropriate service channel, completing first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues.

Provide on-the-job support and training to other service officers to deliver services, and support their development.

Provide advice, procedural guidance and check the work quality for other service officers.

Assist customers to access, navigate or interpret services across a range of payments, programs and services