Assistant Practice Manager

Australian Department of Veterans' Affairs; Maroochydore; On-site; AUD 90,000 - 110,000; Full time

Job summary

The Assistant Practice Manager (APM) at the Australian Department of Veterans' Affairs in Maroochydore oversees day-to-day admin support operations and assists the Practice Manager with regional team line management.

The role covers HR, property and finance management, quality improvement, and ensuring processes align with national SOPs, with emphasis on service quality and client experience.

Qualifications

• Experience line-managing administrative teams.
• Ability to implement processes and SOPs.
• Understanding of HR, property and finance functions.
• Commitment to quality improvement and compliance.

Responsibilities

• Line manage administration support team members, including performance management feedback and identification of training needs.
• Coordinate the region’s support team in the delivery of a professional, efficient and welcoming reception service. Monitor and ensure client customer service standards are met by the support team.
• Manage complex client and operational issues escalated from regional staff.
• Assist the PM in managing the human resource requirements across the region including recruitment, on-boarding, induction and off-boarding activities.
• Assist the PM in the management of corporate functions including property, security, operational resource requirements, travel and finance across the region.
• Monitor quality of work and conduct quality assurance activities for the support team. Assist in managing the operational compliance and audit framework. Undertake quality audits in the client management system. Coordinate the region’s reporting requirements including data analysis.

Skills

People leadership

Operations management

HR & recruitment

Customer service

Job description

Australian Department of Veterans' Affairs – Maroochydore QLD

The Assistant Practice Manager (APM) is responsible for managing the region’s day-to-day administrative support operations and requirements. A main responsibility of the role is to assist the Practice Manager (PM) with the line management and operational supervision of support team members across centres in the region.

The APM provides support to the PM in corporate functions including human resource, property and finance management, quality improvement and assurance activities and support team functions. The APM will review and implement processes in alignment with the national standard operating procedures.

The key duties of the position include:

• Line manage administration support team members, including performance management feedback and identification of training needs.


• Coordinate the region’s support team in the delivery of a professional, efficient and welcoming reception service. Monitor and ensure client customer service standards are met by the support team.


• Manage complex client and operational issues escalated from regional staff.


• Assist the PM in managing the human resource requirements across the region including recruitment, on-boarding, induction and off-boarding activities.


• Assist the PM in the management of corporate functions including property, security, operational resource requirements, travel and finance across the region.


• Monitor quality of work and conduct quality assurance activities for the support team. Assist in managing the operational compliance and audit framework. Undertake quality audits in the client management system. Coordinate the region’s reporting requirements including data analysis.

Eligibility

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).


• Any successful candidate external to DVA offered employment will be required to undergo pre-engagement screening checks, even if they currently have a security clearance. The screening checks are conducted in accordance with the Australian Government Protective Security Policy Framework requirements.


• Any successful candidate will be required to obtain and/or maintain, a Baseline Vetting (AGSVA) security clearance as a minimum.

Mandatory Requirements

• Currently hold or ability to obtain a Working with Vulnerable People registration OR


• Currently hold or ability to obtain a Working with Children check

Notes

This recruitment process may be used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:

• Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS


• Aboriginal and Torres Strait Islander peoples


• People with disability


• People who identify as LGBTQIA+


• People from culturally and linguistically diverse backgrounds

We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.

The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support. More information can be found on the DVA Website.

Getting to know the Department of Veterans' Affairs

The Department of Veterans’ Affairs (DVA) exists to fulfil the nation’s duty to support our serving and ex-serving Australian Defence Force members and their families. We do this through programs of care, compensation, commemoration, income and Defence support services. Our aim is to enhance self-sufficiency, quality of life, financial wellbeing and community recognition for those we support. DVA is both a policy and service delivery agency. We have strong relationships with Australian ex-service organisations, Federal and State Government agencies and the veteran community. DVA’s vision is to honour veterans, and empower them and their families to continue life after service, within a society that understands and values their military service and their ongoing contribution to the community.