Manager (Capability, Engagement and Learning)

Queensland Government; City of Brisbane; On-site; AUD 80,000 - 100,000; Full time

Job summary

A government agency in Queensland, Australia is seeking a Manager (Capability, Engagement and Learning) to lead a multi-disciplinary team focused on enhancing service delivery through innovative training programs and stakeholder collaboration. The ideal candidate will have leadership experience and the ability to navigate complex policy frameworks. Applications are open until December 4, 2025.

Qualifications

• Proven leadership experience in managing multi-skilled teams.
• Strong communication skills for liaising with diverse stakeholders.
• Ability to develop innovative training programs.

Responsibilities

• Lead and manage a multi-skilled team to enhance service delivery.
• Develop cost-effective training programs for employees.
• Provide expert advice on policy initiatives affecting operations.

Job description

The Capability, Engagement and Learning team within the Department of Customer Services, Open Data and Small and Family Business provides support to frontline staff working across the Service Centre Operations division to deliver valued products and services to customers. As a key member of the team, you will lead a talented, multi‑disciplinary team who champion the needs of the division and customers through collaborative engagement with a wide range of internal and external stakeholders involved in developing new policies and procedures, ensure our frontline staff are provided with accurate and timely information they need to succeed in their roles and meet legislative obligations and develop and implement innovative training programmes to increase the overall capability of the division and its ability to adapt for the future.

As the Manager (Capability, Engagement and Learning), you will

• Lead and manage a multi‑skilled team to:
• Liaise, consult and negotiate with policy divisions and external stakeholders including the Queensland Police Service and other public and private sector agents on amendments to legislative, regulatory or policy framework.
• Lead the implementation of policy initiatives and changes affecting Service Centre Operations, including determining delivery approach and development of new policy and procedures.
• Develop innovative, cost‑effective and omni‑channel training programmes and materials for a broad range of employees to support the delivery of a valued service to customers.
• Provide expert advice to senior management, internal and external agencies and industry on developments that may create changes to the service delivery network and build support for proposed changes.
• Manage the development and maintenance of the knowledge‑management systems and lead the relationship with external vendors.
• Manage the identification and resolution of statewide service delivery issues relating to policy and procedures to respond to emerging service delivery policy issues, including:
  • deficiencies in current policy and procedures
  • implications of policy and procedural issues
  • providing expert advice and support to the external service delivery network
  • identifying, evaluating and implementing business improvements
  • recommending priorities for the programmed review of policy and procedures
  • undertaking business process review projects
  • identifying current and future training needs of employees and recommending innovative and cost‑effective solutions
• Prepare correspondence, reports, briefing notes, submissions, evaluations and other correspondence in accordance with departmental standards to effectively respond to enquiries and support decision making.
• Represent the Service Centre Operations and CDSB to influence policy and strategy development for the department to ensure achievable implementation across the service delivery network.
• Promote and support a workplace culture of equity, diversity, respect and inclusion, and proactively manage the work performance and personal conduct of your staff.

Applications to remain current for 12 months.

Job Ad Reference: QLD/671113/25

Closing Date: Thursday, 04 December 2025

Occupational group: Education & Training