Manager, Knowledge and Capability

Department of Government Services VIC; Melbourne; Presencial; AUD 110.000 - 150.000; Tempo integral

Resumo da vaga

Department of Government Services VIC in Melbourne is seeking a Knowledge and Capability Manager to lead a small team, develop learning content, and uplift employee capability across shared services. You will liaise with stakeholders to onboard new services and create knowledge articles, scripting, training, and process maps while supporting continuous improvement.

The role requires mentoring staff, managing complex customer enquiries in a regulatory environment, and delivering high-quality

Qualificações

• Experience in a customer service or contact centre environment.
• Experience managing knowledge management systems in a contact centre environment.
• Experience developing and implementing a quality framework within a contact centre environment.
• Desirable qualification in training and development.

Responsabilidades

• Lead and manage knowledge management for shared services offerings; ensure high information standards and service levels.
• Develop strategies for knowledge sharing and employee capability aligned with strategic goals.
• Monitor, review and enhance the quality coaching program to measure professionalism and legislative knowledge.
• Manage the feedback registry for the WOVG Contact centre; identify gaps and implement improvements.
• Provide guidance to the management team to develop performance reports and coordinate staff training and coaching.

Conhecimentos

Knowledge management

Quality assurance

People leadership

Strategic planning

Continuous improvement

Stakeholder engagement

Analysis and problem solving

Formação

Training and development qualification

Descrição da vaga

Department of Government Services VIC – Melbourne VIC

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

You can find out more about our Ministers, leadership and entities here: Department of Government Services.

The Operations Group

The Operations Group delivers frontline customer services to Victorians and the public service. Itmaintainsthe foundational digital infrastructure and platforms that support efficient,secureand reliable service delivery. The group uses industry-leading delivery principles for shared services and supports the development of sustainable and efficient whole-of-Victorian Government (WOVG) shared services.

The Customer Care Division

The Customer Care division is the heartbeat of our services to the Victorian public and direct link between the department and the people we serve. Weoperatea tiered support model incorporating contact centres dedicated to providing fast,empatheticand effective solutions across a range of channels including phone,emailand digital chat. We are a data driven team that uses real customer feedback to help the rest of the department improveitsproducts and services for Victorians.

About the Role

The Knowledge and Capability Manager is responsible for leading a small team to develop, deliver and support learning and development, knowledge sharing and employee capability uplift across our shared service offering to drive organisational performance. This role will also support the onboarding of new services by liaising with internal and external stakeholders in the creation of content including knowledge articles, scripting, process mapping, training & continuous improvement.

This role requires a motivated team player with excellent attention to detail, a strong ability to mentor and develop staff and ability to manage complex customer enquiries in a regulatory and legislative environment.

Key Accountabilities

• Lead and manage the creation, development and continuously enhance knowledge management for shared services offerings to ensure information is of a consistently high standards and ensure high service standards.
• Develop strategies for knowledge sharing (including the online knowledge tool, other systems, documentation) and employee capability (training, talent management) to align with strategic goals.
• Monitor, review and advance the quality call coaching program and practices to measure professionalism, legislative knowledge, adherence to policy and procedures.
• Manage and maintain the feedback registry for all areas of the WOVG Contact centre and use this information to Identify process and procedure gaps and implement process improvements.
• Provide guidance and support the management team to develop quantitative performance reports, review staff learnings, identify areas for staff development and co-ordinate training and coaching of front line staff.

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Knowledge Management and Capability Development
• Quality Assurance Frameworks and Continuous Improvement
• People Leadership and Development
• Strategic Planning and Continuous Improvement
• Stakeholder Engagement and Collaboration
• Analysis and Problem Solving

Mandatory requirements

• Experience in a customer service or contact centre environment
• Experience managing knowledge management Systems in a contact centre environment
• Experience developing and implementing a quality framework within a contact centre environment
• A relevant qualification in training and development is desirable

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position Description.

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.