Associate Director, Process Excellence

Associate Director, Process Excellence

 The Process Excellence and Automation team within NSW Department of Customer Service (DCS), is currently seeking a Senior Manager to join their team!

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 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.

 About Us:

 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.

 Primary purpose of the role:

 DCS is a combination of customer facing service providers and internal support services, all of which face strategic business problems and opportunities. The Associate Director Process Excellence leads the design, development and delivery of the process improvement methodology and program of projects, by managing a team of lean six-sigma experts and building strong relationships with DCS agency executives.

 The role supports the Director of PE&A in identifying, prioritising, and designing the implementation of solutions that align with NSW Government commitments to its customers and staff. This role also collaborates directly with the Intelligent Automation team, to leverage our in-house technology tool-stack (AI, robotics and workflow systems) as a component of optimising processes.

 Your responsibilities will include:

• 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.

About you:

• 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.
• Lean Six Sigma Green / Black Belt (highly regarded)
• 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.

We value diverse experiences. Even if you're not sure you meet all requirements, we encourage you to apply.

If you want to be part of this forward thinking, innovative team that thrive in challenging the status quo to transform government services, we would love to hear from you!

What we need from you:

To start your journey towards becoming our Associate Director Process Excellence please click on the link below and attach your resume (max 4 pages) and cover letter (max 2 pages).

In your cover letter please share your motivation for applying for this position and your relevant skills. Please include a response to the targeted questions below in no more than 600 words.

Targeted Questions:

1. Describe a time when you led a team of process improvement specialists delivering multiple projects concurrently.
2. In past roles, how have you successfully collaborated with a diverse range of stakeholders to achieve a significant benefit?

For any enquiries about the role please contact Shan Sharma, Director Process Excellence & Automation at shan.sharma@customerservice.nsw.gov.au

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

Click Here to access the Role Description . For enquiries relating to recruitment please contact Rodrigo Sandoval via rodrigo.sandoval@customerservice.nsw.gov.au.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.     

Closing Date: Friday, September 11th, 2026 at 10:00 am 

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 csrecruitment@customerservice.nsw.gov.au.

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Information on adjustments available for the recruitment process