Business Project Officer Process Improvement - Government EDU

Summary about this job

Detail information about job Business Project Officer Process Improvement - Government EDU. Terms and conditions vacancy

About the department -
The NSW Department serves the community by leading the provision of world-class education. The Department protects young children by regulating preschool and long day care providers. Once children move into school, we provide them with a world-class primary and secondary education. We also work to advance the well-being of Aboriginal people.  The Department is one of the largest organisations and employers in Australia.

EDConnect is the Department’s new Shared Service Centre, delivering integrated transactional and advisory services (shared services) for the Department. Organisational performance in EDConnect is underpinned by the ‘EDConnect Way’ culture – keeping the customer at the centre of everything they do; collaborating with and support each other to succeed; taking ownership of the work to ensure a quality outcome is delivered; communicate transparently and listen actively; and be accountable to each other to develop and grow.

Primary purpose of the role -

• primarily responsible for delivering business process improvement initiatives, providing business analysis and/or systems expertise to maintain and improve standardised processes that support the implementation and ongoing operations of Shared Services (EDConnect)
• leading the project or initiative to deliver accurate, reliable and focussed results that meet stakeholder expectations, service delivery standards and customer needs and expectations
• supports senior managers and other stakeholders in the design and implementation of innovative solutions to achieve continuous improvement in corporate services programs, processes and service delivery
• Be part of the team being responsible for the Shared Services framework as they collaborate with Customer Experience and Account Management to deliver customer centres service design and leads the build, implementation, transition and continuous improvement of services.
• Be part of the team where it maintains end to end visibility of the service lifecycle and implements projects and continuous improvement solutions to enhance services
• ensure a high performing Shared Services function for the Department, the Business Operating Model team manages workforce requirements and implements optimisation strategies, designs and delivers training
• proactively oversees the change and risk landscape to minimise service disruption
• Embracing Shared Services' objectives by adopting and implementing continuous improvement initiatives in services, processes and technologies to provide high quality, efficient and customer centred services to customers
• Keeping abreast of current and emerging shared services and customer experience trends, policy and legislative reform to support the execution of the Department and Shared Services strategy and objectives.

Essential Requirements:
- Appropriate tertiary qualifications in Business or Project Management, and/or demonstrated successful experience in project management in a Shared
- Understanding of the Services/Contact Centre environment
- Ability to develop knowledge of the NSW government sector and requirements from Shared Services/Customer service delivery occupational areas
- Knowledge of and commitment to the Department’s Aboriginal Education and Training policies
- Providing efficient and high-level customer service delivery while ensuring competing and conflicting business priorities are met within agreed timeframes