Implementation Lead, Enterprise Complaints Platform

University of Sydney; Sydney; On-site; AUD 120,000 - 140,000; Full time

Job summary

The University of Sydney invites applications for two full-time fixed-term roles titled Implementation Lead - Complaints Technology Solution. You will coordinate cross-functional teams, translate strategic objectives into practical processes, and work with vendors and ICT to implement the new enterprise complaints management platform.

Ideal candidates will have experience in complaints management, governance, and stakeholder engagement, with ability to navigate change in a large university

Qualifications

• Experience in complaints management, case management or governance environments.
• Ability to coordinate multiple stakeholders in a large organisation.

Responsibilities

• Coordinate implementation activities across business, technology and operational workstreams to support delivery of the enterprise complaints management solution.
• Partner with stakeholders to design, document and improve complaint management processes and workflows.
• Act as a key point of contact between project teams, ICT, vendors and business units to facilitate collaboration and issue resolution.
• Support governance, documentation, reporting, data validation and risk management during implementation.
• Develop and manage workstream-level implementation plans, priorities and deliverables aligned with project objectives.
• Contribute to change readiness activities including stakeholder engagement, testing, training support and adoption planning.

Job description

The University of Sydney invites applications for two full-time fixed-term roles titled Implementation Lead - Complaints Technology Solution. You will coordinate cross-functional teams, translate strategic objectives into practical processes, and work with vendors and ICT to implement the new enterprise complaints management platform.

Ideal candidates will have experience in complaints management, governance, and stakeholder engagement, with ability to navigate change in a large university