Manager HR-Payroll Support & Enablement

NSW Department of Customer Service; City of Parramatta; Hybrid; AUD 154,000 - 178,000; Full time

Job summary

The NSW Department of Customer Service is seeking a Senior Manager to lead HR Support and Enablement, delivering high-quality customer support and payroll escalations while engaging stakeholders to drive outcomes across NSW agencies.

In this hybrid role, you will build strong relationships, oversee continuous improvement, and ensure services align with regulatory requirements and business needs, delivering exceptional customer service and operational excellence.

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.
• 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.

Responsibilities

• Lead the coordination and resolution of complex payroll and HR service enquiries and escalations including identifying.
• Build and maintain strong relationships with internal and external stakeholders to optimise service delivery outcomes.
• Analyse service performance data, themes and internal feedback and translate insights into practical improvements and better deliver outcomes.
• 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.

Job description

HR Support and Enablement - Senior Manager

• 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, payroll escalations and stakeholder engagement initiatives. You will act as a key point of contact for complex customer matters, drive service improvements and 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 improvement initiatives and ensure services are delivered in line with business needs, customer expectations and regulatory requirements.

What You Will Do

• Lead the coordination and resolution of complex payroll and HR service enquiries and escalations including identifying.
• Build and maintain strong relationships with internal and external stakeholders to optimise service delivery outcomes.
• Analyse service performance data, themes and internal feedback and translate insights into practical improvements and better deliver outcomes.
• 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.

About You

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

To be successful in this role you will demonstrate:

• 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.
• 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

• Communicating effectively with diverse stakeholders.
• Delivering exceptional customer service outcomes.
• Analysing and 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.

Desired Skills and Experience

Lead the coordination and oversight of payroll complaints, deliver high-quality responses and effective resolution of issues, analyse service delivery data against key performance indicators, improvement initiatives, customer service outcomes, stakeholder management, stakeholder engagement, Glues everything together date quality, projects and pay, this roles need to bring together and process arm - enabler role, create new knowledge, process improvement, escalation, central point having source of truth, good management, service and continuous improvement, Making sure currency, central point of coordination

Specific to payroll, knowledge - payroll - operating environment, client base, and payroll

Salary Grade

Salary Grade 11/12, with the base salary for this role starting at 154,231 base plus superannuation

Closing Date: 24 September 2026 - 10.59am

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) 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].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process