About our team The Appeals and Business Support (ABS) section is responsible for front line service delivery of AusCheck background checking services and supporting processes, and Branch procurement, contract management and financial support. The ABS section is also responsible for managing the Discretionary Appeals process for aviation and maritime security identification card (ASIC and MSIC) schemes for applicants who have been advised by AusCheck that they are ineligible to hold an ASIC or MSIC. The APS6 Service Centre Manager is accountable under broad direction to perform and achieve complex to very complex customer service delivery work within an integrated workforce. They will require an in-depth knowledge of and compliance with legislative frameworks, government decision-making and AusCheck's mission and policy requirements. Please visit our website for more information about the Department of Home Affairs or Australian Border Force Our ideal candidate Be a team player who enjoys working in a dynamic and evolving environment Possess strong written and verbal communication skills and have the ability to work under pressure whilst remaining calm in stressful situations Be able to positively contribute in a team environment, displaying integrity and high ethical standards Possess good judgement and pay careful attention to detail in order to make lawful decisions confidently, while undertaking analysis and drawing accurate conclusions based on evidence Work collaboratively with others in order to deliver efficient and accurate workplace outcomes. You must be competent with Microsoft Office Suite and have the ability to quickly learn departmental IT systems, legislation and policy. The key duties of the position include Duties and responsibilities Lead the coordination and implementation of program initiatives. Manage and respond to complex client enquiries and requests, review applications/decisions, provide advice and record information as applicable. Identify, manage and undertake continuous improvement of service delivery standards to maintain program viability and ensure that stakeholder expectations are met and managed. Undertake workforce planning, including identifying staff shortages and training needs, for projects and less complex aspects of the program. Develop team members to support succession planning and improve program management capability through mentoring, coaching, on-the-job training, formal training and secondments. Additional information Demonstrated ability to manage and prioritise multiple tasks with competing deadlines. High-level stakeholder engagement skills, including the ability to work with staff of all levels. Strong writing and critical analysis skills. Ability to make decisions using good judgement, expertise and knowledge, under limited guidance ensuring decisions are governed by the application of regulations, best practice principles or the agency's operating instructions and procedures. A broad understanding of relevant legislative and policy frameworks and service delivery and of the external factors influencing departmental or whole of government policies relative to role (or the ability to quickly develop this understanding). Ability to think strategically, particularly with focusing on achieving outcomes, demonstrating flexibility and agility with managing workloads, tasks, competing priorities and resources. Demonstrate self-awareness and a commitment to learning and personal development. Have good attention to detail.
