Manager HR-Payroll Support & Enablement

Department of Customer Service; Bathurst; Hybrid; AUD 154,000 - 178,000; Full time

Job summary

Department of Customer Service is seeking a Senior Manager, HR Support and Enablement to lead high-quality payroll and HR service delivery across NSW agencies. This role requires stakeholder engagement, process optimization and strong leadership to drive customer-focused outcomes in a hybrid work setting.

You will manage complex enquiries, coordinate service improvements and develop knowledge resources, aligning with regulatory requirements and business needs.

Qualifications

• Strong leadership experience in HR, payroll, shared services or customer service environments.
• Exceptional stakeholder management, communication and negotiation skills.
• Experience managing complex issues, escalations and competing priorities.
• Strong analytical and problem-solving capabilities, with the ability to use data to drive decision-making and service improvement.

Responsibilities

• Lead the coordination and resolution of complex payroll and HR service enquiries and escalations.
• Build and maintain strong relationships with internal and external stakeholders to optimise service delivery outcomes.
• Analyse service performance data and translate insights into practical improvements.
• Drive customer-focused initiatives that improve service quality, responsiveness and stakeholder experience.
• Develop and maintain knowledge resources and guidance materials that support operational excellence.
• Lead continuous improvement and change initiatives across HR and payroll support functions.
• Coach, mentor and develop team capability while fostering a high-performing and customer-focused culture.

Skills

People leadership

Stakeholder management

Customer service

HR/payroll operations

Data-driven decisions

Job description

HR Support and Enablement – Senior Manager

Clerk Grade:Clerk 11/12

Salary Range: $154,231 to $178,369 plus superannuation

Employment Type: Ongoing Full-Time

Location: Orange, Parramatta or Goulburn - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.

Application Closing: 24 September 2026 [10:59am]

About Us

Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.

About the team

Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.

We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.

About the Role

As the Manager, HR Support and Enablement, you will lead the delivery of high-quality customer support services, payrollescalationsand stakeholder engagement initiatives. You will act as a key point of contact for complex customer matters, drive serviceimprovementsand use operational insights to enhance service performance, knowledge, process optimization and alignment and strong customer outcomes

Working in a fast-paced environment, you will build strong relationships across agencies and internal teams, lead continuous improvementinitiativesand ensure services are delivered in line with business needs, customerexpectationsand regulatory requirements.

What You Will Do

• Lead the coordination and resolution of complex payroll and HR service enquiries and escalations including identifying.
• Build andmaintainstrong relationships with internal and external stakeholders tooptimiseservice delivery outcomes.
• Analyseservice performance data, themes and internal feedback and translate insights into practical improvements and better deliver outcomes.
• Drive customer-focused initiatives that improve service quality,responsivenessand stakeholder experience.
• Develop and maintainknowledgeresources and guidance materials that support operational excellence.
• Lead continuous improvement and change initiatives across HR and payroll support functions.
• Coach,mentorand develop team capability while fostering a high-performing and customer-focused culture.

About You

We are seeking an experienced people leader with a strong customer service mindset anda track recordof delivering operational excellence in complex service environments.

To be successful in this role you willdemonstrate:

• Strong leadership experience in HR, payroll, sharedservicesor customer service environments.
• Exceptional stakeholder management,communicationand negotiation skills.
• Experience managing complex issues,escalationsand competing priorities.
• Strong analytical and problem-solving capabilities, with the ability to use data to drive decision-making and service improvement.
• Demonstrated ability to lead change initiatives and influence positive outcomes.
• Experience developing high-performing teams and fostering a culture of continuous improvement.
• A commitment to delivering outstanding customer experiences and service outcomes.

Key Capabilities

The successful candidate willdemonstratestrengths in:

• Communicating effectively with diverse stakeholders.
• Delivering exceptional customer service outcomes.
• Analysingand solving complex problems.
• Leading people and developing team capability.
• Delivering results in a dynamic operational environment.
• Building collaborative relationships and influencing outcomes.
• Managing change and driving continuous improvement.

What we need from you

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements

Salary Grade 11/12, with the base salary for this role starting at $154231 base plus superannuation

For enquiries relating to recruitment pleasecontact Scott Walker via [e-mail].

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: 24 September 2026 - 10.59am

Careers at Department of Customer Service gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [e-mail].