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About the Role
Lead a dynamic and passionate team of experts delivering Process Excellence initiatives across the Department of Customer Service (DCS). This is an exciting opportunity to leverage your leadership skills and experience to drive process redesign and automation solutions, ultimately transforming outcomes for NSW public customers.
Responsibilities
- Lead and manage a team of Lean and Six Sigma experts to conduct process diagnostics to identify opportunities for improvement and develop implementation roadmaps.
- Ensure PE&A effectively implement initiatives using best practice lean methodologies, project management, and stakeholder engagement.
- Responsible for the team delivering end-to-end process initiatives, including scoping, business case development, data analysis, stakeholder management, process design/re-engineering, benefits management, change management and facilitating cross-functional workshops.
- Oversee the administration of process modelling according to BPMN standards using the government best practice tools.
- Support DCS Agencies in enhancing their knowledge and capabilities in Continuous Improvement.
- Collaborate and consult across all levels of government to drive strategic transformation initiatives that realise benefits.
Requirements
- A Bachelor's degree or related certification with a minimum of 5-10 years’ work experience in Process Transformation leadership, ideally in government, customer service or operations.
- Strong leadership skills to lead and coach the Process Excellence team, and to provide operational advice to DCS on strategic process improvement plans.
- Extensive experience in complex transformation programs, including facilitation of executive-level workshops, driving innovation, and commitment to collaboration.
- Demonstrated ability to identify, prioritise, design and implement effective solutions that deliver organisational objectives.
- Excellent communication and stakeholder engagement skills, with the ability to translate complex concepts into actionable strategies and advice.
Skills
- Lean Six Sigma Green / Black Belt (highly regarded)
- Process Excellence
- Process Redesign
- Automation
- Lean Methodologies
- Project Management
- Stakeholder Engagement
- Business Case Development
- Data Analysis
- Change Management
- Process Modelling (BPMN)
- Continuous Improvement
- Strategic Transformation
- Leadership
- Coaching
- Operational Advice
- Innovation
- Collaboration
- Communication
Location
- Sydney CBD
- Parramatta
Work Type
- Genuinely hybrid working arrangements – two days per week on site
- Temporary
- Full-time
Experience Level
- Associate Director
- 5-10 years’ work experience in Process Transformation leadership
Education Level
- Bachelor's degree or related certification
Salary/Compensations
- $154,231 base plus superannuation
Benefits
- Temporary clerk grade 11/12 opportunity – until November 2027.
- Genuinely hybrid working arrangements – two days per week on site.
- Modern offices in Sydney CBD and Parramatta
- Wellbeing programs and resources available.
- Excellent career development and learning development opportunities.
About the Company
- The Process Excellence and Automation (PE&A) team, is a highly successful transformation team, delivering a pipeline of process improvement projects across government services and functions. The team identifies and designs solutions to solve strategic business problems for any agency within the DCS portfolio.
- 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.
Equal Opportunity
- We value diverse experiences. Even if you're not sure you meet all requirements, we encourage you to apply.
- Belong in our ביותר 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 csrecruitment@customerservice.nsw.gov.au.