Senior Manager, Estate Management

NSW Department of Communities and Justice; Parramatta; On-site; AUD 154,000 - 178,000; Full time

Benefits offered by this job

Flexible work options

Leave options up to 24 days per year

Career development including study/lea

Fitness Passport

Employee assistance program

Annual flu vaccinations

Job summary

NSW Trustee and Guardian in Parramatta (and Sydney CBD) seeks a Senior Manager, Estate Management to lead teams delivering customer-centred financial management services for vulnerable customers. The role oversees policy development, complex complaints, and budget management, reporting to the Director of Estate Management.

With 35 hours per week, this ongoing full-time position requires travel to Wollongong, Gosford and Newcastle offices.

Qualifications

• Tertiary qualifications in finance, economics, business or related discipline.
• Experience leading large estate management operations and teams.
• Ability to analyse performance data and drive service improvements.
• Understanding fiduciary duties, compliance and regulatory obligations.
• Ability to manage complex customer decisions while maintaining high-quality services.

Responsibilities

• Review and develop estate management policies, procedures and systems.
• Oversee complex complaints, investigations and reviews.
• Manage staffing and customer budgets, guiding complex customer decisions to maintain service quality.
• Use performance data and customer insights to identify gaps and drive improvements.

Education

Finance/Economics/Business degree

Job description

Department/Agency: NSW Trustee and Guardian

Location: Parramatta, NSW, AU, 2150

As Senior Manager, Estate Management at NSW Trustee and Guardian, you’ll lead teams delivering customer-centred financial management services that support people in vulnerable circumstances and protect their rights, welfare and interests.

• 1x Ongoing full-time opportunities. 35 hours per week.
• Location: Parramatta and Sydney CBD. Travel to our Wollongong, Gosford and Newcastle offices will be required
• Clerk Grade: Level 11/12. $154,231 to $178,369 per annum, plus superannuation, plus leave loading

About the team

NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s financial affairs when their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams provide high - quality financial management services through the Foundation and Independence Team, Proactive Customer Management Team and Customer Independence and Support Team.

About the role

Reporting to the Director, Estate Management, you will provide advice and contribute to divisional business planning. Working across the organisation and with external partners, you will strengthen practice standards and use performance data and customer insights to identify gaps and drive service improvements.

In this role, you will look to review and further develop estate management policies, procedures and systems for customers under financial management orders, and establish a quality assurance framework to support timely, well-informed decisions. You will oversee complex complaints, investigations and reviews, using customer feedback to improve services and manage financial, reputational and customer risks.

As part of your new role, you will review, assess and build team capability, manage staffing and customer budgets, and guide complex customer decisions to maintain consistent, high-quality services that meet legislative requirements.

You bring extensive experience leading large and complex estate management operations, with responsibility for service delivery, operational performance, risk and governance. You develop managers, build team capability and lead a multidisciplinary workforce in a high-volume environment. You set clear expectations, address performance issues constructively and foster continuous learning, while balancing priorities and using resources effectively.

Your experience in the financial management of estates and/or trusts is supported by a strong understanding of fiduciary duties, compliance and regulatory obligations. You exercise sound judgement in sensitive customer matters, remain composed under pressure and provide clear, evidence-based advice on complex operational and financial issues.

You build strong relationships across the organisation and with customers, families and service partners to deliver effective outcomes for people in vulnerable circumstances. You use data and customer feedback to strengthen quality assurance and improve services, keeping customers’ welfare and interests at the centre of decisions.

• Tertiary qualifications in finance, economics, business or a related discipline and/or equivalent experience.

About us

At NSW Trustee and Guardian our purpose is to support the rights, welfare, and interests of the people of NSW. The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions. We do this by providing a range of customer-centred services, including Will-making, trustee, financial management and guardianship services, including some for the state’s most vulnerable people.

We support over 50,000 customers annually and manage almost seven billion dollars in customer assets. A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives.

Our commitment to diversity

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

What we offer

NSW Trustee and Guardian offer interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
• various leave options (recreation, parental, and flex leave of up to 24 days per year)
• career development including study leave and acting opportunities
• access to Fitness Passport and employee assistance program, and annual flu vaccinations

Be part of something bigger. For more information about joining us, visit the Careers page on our website.

Please note:

• If you need an adjustment in the recruitment process, please contact People and Culture via email at [e-mail]
• Offers of employment will be subject to reference checks and relevant clearances.
• A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.

Thank you for your interest in this role. We look forward to receiving your application.