Frontline Operations Leader

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.

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.