Position Description Client Services Project Manager

HR – PD – Client Services Project Manager V1.0 Page 1 of 4 Issue Date: July 2018 Review Date: July 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED

Location/s Support Services (Eight Mile Plains)

Reporting to General Manager – Client Services

Direct Reports Business Analyst and

Family and Relationships Service (FaRS) Early Intake and Assessment Pilot Coordinator

Level Band F

Date Updated July 2018

About the Role This position will support the General Manager - Client Services (GMCS) in designing, driving and implementing delegated projects and service improvement initiatives within the Client Services Portfolio. Initially the position will be responsible for driving the Virtual Services (VS) Service Improvement Program to build organisational capabilities (people, processes and systems) to establish VS as a leading helpline service. The position also plays a key role in collaborating with all levels of management in implementing, monitoring, and

reviewing organisational strategy. This includes ensuring inter-departmental collaboration beyond individual

portfolios, particularly in policy production, carrying out organisational improvement initiatives and risk management

processes.

Key Responsibilities

Project and Change Management

Manage projects as delegated by the GMCS ensuring benefit realisation through effective planning, coordination, stakeholder engagement, governance, resource utilisation, reporting and evaluation.

In consultation with the Strategy and Innovation Project Manager and Change Manager, ensuring synergies are achieved across delegated projects through the use of standardised tools, processes, and practices in Project and Change Management.

Project manage the Virtual Services (VS) Service Improvement Program to transform VS service quality and productivity.

Develop and apply a program management principles to capture improvement opportunities, prioritise those improvements to be taken forward and manage successful implementation including embedding in routine operations.

Service Improvement (Virtual Services)

Select and deploy fit-for-purpose performance improvement processes and tools to enable VS employees to engage in continuous service improvement activities.

In collaboration with the SMVS, Business Analyst, and the Learning and Development Team, drive cultural change within VS by developing service improvement skills and capabilities at all levels of the portfolio by providing workshops, information sessions, training materials and coaching to the leadership team.

Work in close collaboration with the ICT Team to identify and implement fit-for-purpose technology solutions.

Measure VS’s current service performance baseline.

Position Description Client Services Project Manager

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Service Improvement (Virtual Services)

Analyse VS performance to identify opportunities to improve client experience and service productivity.

Design and implement a service management control and reporting system for service quality and productivity, aligned with RAQ Finance, Quality and Program Management frameworks and systems, appropriate to a phone-and online-based service delivery model.

Prepare accurate and timely reports for the GMCS and SMVS on key performance and productivity trends within VS program portfolios.

Performance and Productivity Measurement and Reporting

Provide business analysis support to the GMCS to analyse and respond to business information that supports operational improvements.

Support the GMCS in building a performance management culture through the design and implementation of metrics and Key Performance Indicators (KPIs) to achieve RAQ's strategic objectives.

Evaluate and recommend data collation and reporting processes improvements on an on-going basis.

Communication Coordination

Support the GMCS to manage information exchange and ensure effective communication occurs within the Client Services Group and across key stakeholder groups.

Organisation Leadership and People Management

Support the GMCS in the development of a client-focused performance culture.

Manage direct reports providing ongoing feedback, mentoring, advice and coaching to support skill development, continuous improvement and increased capabilities through an effective performance management framework.

Oversee all HR responsibilities for direct reports including; recruitment and selection, training and development, performance management, Professional Performance Reviews (PPRs), disciplinary management, and Workplace Health and Safety, and Rehabilitation.

Support the GMCS in driving transformational change across the Client Services Portfolio, providing change leadership coaching and support as to Leaders and Employees required.

Share collective responsibility for delivering organisational objectives, through active engagement and collaboration with employees at all levels in the organisation.

Be a role model for effective and positive leadership which is ethical, results driven and future-oriented.

Other Organisational Responsibilities

Adhere to all organisational policies, procedures, standards and practices.

Act only in ways that advances RAQ objectives, values and reputation.

Other duties, consistent with skills and experience, as directed by the reporting manager.

Position Description Client Services Project Manager

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Core Competencies

Business Acumen Applies knowledge of the business and the industry to advance the organisation's goals.

Inspires Others Creates a climate where people are motivated to do their best to help the organisation achieve its objectives.

Service Excellence Builds strong client relationships and delivers client-centric solutions. Seeks ways to improve outcomes for clients as consistent with RAQ’s Mission, Vision and Values.

Professionalism Gains the confidence and trust of others through honesty, integrity, and authenticity.

Inclusion Interacts with all stakeholders in ways that demonstrate respect of social and cultural differences, and a commitment to challenging attendant social inequities.

About You To be successful in this position you will have:

Required Highly Desired

Qualifications Undergraduate qualifications in Business, Behavioural / Social Sciences, Economics, Finance, Law or IT.

Postgraduate qualifications in Business Management.

Qualifications in Project Management.

Experience

A strong track record of managing and delivering projects within specified timeframes.

Demonstrated effectiveness in promoting a client-focused approach to the delivery and management of service improvements, projects and/ or programs.

Previous delivery of strategic advice that supports a focus on performance and ability to improve organisational capability.

Experience in designing and facilitating workshops to support Employee skill development in identifying, implementing and measure success of service improvements.

Experience working within the Not-for-Profit or community services sector.

Demonstrated effectiveness in achieving organisational objectives in relation to clinical program requirements.

Knowledge

Knowledge of best practices in service design with special reference to phone and online helpline services.

Knowledge of, and ability to apply, project management, change management and business improvement methodologies and frameworks.

Ability to rapidly acquire knowledge and understanding of RAQ programs and services.

A sound understanding of Family Law, counselling and, or mediation.

Position Description Client Services Project Manager

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Skills Solid leadership and emotional intelligence skills, with demonstrated ability to engage others, influence organisational culture, and provide direction.

Ability to identify opportunities for change and lead continuous improvement initiatives.

Results driven with a high degree of initiative and willingness to accept responsibility.

Proven analytical, problem solving and data interrogation skills with a demonstrated ability to develop effective written proposals and reports at a level appropriate for the intended audience.

Excellent skills in assessing risk at both organisational and individual levels.

A lateral thinker with an ability to manage a multitude of complex tasks and projects simultaneously.

Ability to use the advanced features of Microsoft Office applications.

It should be noted that Position Descriptions are under constant review and may be changed at any time.