Frontline Operations Leader (Affirmative measure - Aboriginal and Torres Strait Islander employment)

This vacancy is only open to Aboriginal and Torres Strait Islander applicants. This initiative helps to increase the number of Aboriginal and Torres Strait Islander people employed in the APS, to better reflect the diversity of the Australian community.

We are seeking dynamic leaders to join our Frontline Compliance and Frontline Services areas.  

As a Frontline Operations Leader, you will support the development of staff by guiding capability growth and stewardship, while fostering a culture of engagement and continuous improvement. You’ll lead and support the delivery of high-quality services, ensuring the integrity of Australia’s tax and superannuation systems.

Depending on your area of expertise you will: 

• lead and manage large teams, including in contact centre environments that may operate on scheduled work patterns

• build capable, engaged and high-performing teams by coaching, developing and supporting staff

• engage with taxpayers and the community to help resolve issues and achieve positive outcomes

• provide guidance and advice to staff and clients to resolve complex or sensitive matters

• interpret and apply complex information, policy and procedures to resolve technical or operational issues and improve service delivery

• support taxpayers to meet their lodgement, payment and compliance obligations

• drive continuous improvement by identifying better ways of working and implementing practical solutions

• help teams adapt to changing priorities, new initiatives and emerging business needs

• promote a positive, professional and customer-focused approach to service delivery

• represent the organisation professionally when working with stakeholders, partners and members of the community.

We embrace the strength of diversity – through our people and the perspectives they bring. 

We are committed to inclusive recruitment practices and encourage applications from people with disability or neurodivergence, Aboriginal and Torres Strait Islander peoples, and individuals from all backgrounds. Reasonable adjustments can be provided throughout the recruitment process.

Our ideal candidate:

• demonstrates effective leadership by supporting and developing teams, fostering a positive and inclusive culture, and delivering results in a dynamic operational environment

• uses sound judgement, analysis and operational and technical knowledge to provide practical advice, solve complex issues and support informed decision-making

• builds productive relationships with staff, clients and stakeholders, communicating clearly, sharing knowledge and influencing positive outcomes through collaboration and negotiation

• identifies opportunities to improve business outcomes and service delivery, leading teams through change and driving continuous improvement

• applies legislative, policy and procedural knowledge to resolve complex operational or technical matters and deliver high-quality client and compliance outcomes.

Candidates applying under the affirmative measure provision must provide confirmation of their Aboriginal and/or Torres Strait Islander heritage. 

For further information about this requirement and the application process please select the Apply now button.

This recruitment process is being used to fill both ongoing and non-ongoing positions. Non-ongoing positions may be offered for up to 18 months.

Non-ongoing vacancies have the potential to become ongoing. These non-ongoing positions may become ongoing within the next 12 months. Should a position become ongoing then the merit pool established through this selection process may be used to fill the vacancy.