SELECTION DOCUMENTATION
POSITION TITLE:
ASSISTANT DIRECTOR CLIENT EXPERIENCE / 30091
CLASSIFICATION:
Executive Level 1
LOCATION:
ADELAIDE
DIVISION/SECTION:
Client Service, Service Delivery
REPORTS TO:
DIRECTOR SERVICE DELIVERY
EMPLOYMENT STATUS:
Ongoing
HOURS:
Full time - 37.5 hours per week
SECURITY CLEARANCE:
Baseline vetting
SALARY:
$95,688 – 112,640 (plus 15.4% superannuation)
CLOSING DATE:
21 May 2017
CONTACT FOR QUESTIONS: Amanda Rice, 08 8112 4317, [email protected]
ELIGIBILITY:
Please note that this opportunity is open only to Australian Citizens
Normally only Australian citizens are eligible for employment, although noncitizens may be appointed where they are prepared to take necessary steps to
seek citizenship as a condition of employment.
To satisfy character requirements all AFSA employees must undergo a police
records check.
Where a person has received a redundancy benefit from APS agency
employment and their corresponding redundancy benefit period has not
expired, they may be ineligible for employment.
AFSA actively promotes flexibility with working options in this role. We encourage flexible
work patterns, flex time, part time and job share options to support your family
commitments and personal interests.
PURPOSE OF THE POSITION
Lead the transformation of AFSA’s service delivery channels through effective stakeholder
engagement, established industry networks, and managing an innovative, agile team that is
skilled in the development and support of digital services.
Lead managers and staff through digital disruption by building resilience and developing a client
centric culture.
Lead and champion the Service Delivery mantra of ‘every contact counts’.
KEY RESPONSIBILITIES
DUTIES
(IN ORDER OF IMPORTANCE/FREQUENCY)
Effectively implement change and manage ambiguity in the workplace
Lead operational activities aligned to AFSA’s channel management strategy, and align with
operational activities
Lead a motivated and skilled team that is focussed on delivering value to clients and
stakeholders by:
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Ensuring the development and maintenance of client journey maps and client/stakeholder
personas
Ensuring client centricity is the focus in the transformation of business processes
Leading the development client/stakeholder resources including web content, forms,
training material, work instructions, policies and procedures
Fostering innovation and enabling design thinking.
Understanding and applying digital transformation design and open data principles
Delivering high quality reports, analysis and recommendations to Director Service
Delivery enabling informed decision making and planning
Develop and nurture relationships with internal and external stakeholders to:
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Facilitate co-design via client and stakeholder forums and focus groups
Lead innovation and continuous improvement activities in collaboration with other
divisions
Create mutual and enduring value in the services AFSA provides
Champion continuous improvement of AFSA’s Online Services, including maintenance of
online service enhancement registers
Lead and build a team by:

Establishing a high performance and engaged team through – coaching, setting clear
work expectations, systems and processes
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Encouraging and supporting of ongoing learning and development opportunities
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Providing regular feedback to optimise team/individual performance
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Implementing remedial action as required

Identifying opportunities to enhance team performance in an environment of collaboration,
continuous improvement and change
Manage and undertake contract management functions
AFSA Selection Documentation: Assistant Director Client Experience, EL1
4/5/2017
www.afsa.gov.au
Page 2 of 4
In collaboration with senior management perform all aspects of budget management relating to
the section.
Display, uphold and adhere to the APS Values, Code of Conduct and ITSA’s Workplace Diversity
Program.
Lead, guide and support workers to understand and adhere to all WHS obligations and take
responsibility for own health and safety and that of others.
Understand and comply with the agency risk management framework and relevant legislation,
and contribute to the achievement of appropriate risk strategies. Guide others to identify and
mitigate foreseeable risks.
ESSENTIAL CAPABILITIES
ACHIEVES RESULTS
Clearly defines plans and schedules workload and involves all relevant stakeholders to achieve
high quality outcomes, identifying key talent to support operational performance. Initiates
changes to improve results. Anticipates and manages risks.
BUSINESS PROCESS ANALYSIS
Oversees the methodical analysis and review of business processes, systems and policies and
from a big picture perspective develops viable solutions for business enhancement aligned with
business and strategic objectives
COMMUNICATES EFFECTIVELY
Creates and delivers a range of highly developed written materials, interprets and conveys
complex concepts and information, negotiates towards mutually beneficial solutions and
effectively represents the team and/or Business Line within the agency.
PEOPLE MANAGEMENT
Provides leadership and manages staff in day to day operational activities ensuring effective
performance/service delivery, develops and coaches staff, fosters teamwork, diversity and
information sharing, provides feedback and counsels staff on sensitive matters.
STAKEHOLDER LIAISON AND MANAGEMENT
Manages and promotes collaborative and cooperative interactions across operational areas of
the business and external stakeholders to facilitate open communication, education, discussion
and cooperation between stakeholders to achieve desired goals.
THINKS STRATEGICALLY
Actively contributes to a shared understanding of strategic planning processes and the
development of strategic direction, corporate priorities, policies, innovation and process
improvement so as to achieve desired strategic objectives. Incorporates a strategic perspective
in all aspects of work.
POSITION QUALIFICATIONS
Nil
AFSA Selection Documentation: Assistant Director Client Experience, EL1
4/5/2017
www.afsa.gov.au
Page 3 of 4
POSITION DIMENSIONS
Staff reports:
Budgets managed:
Up to 9 direct
Yes
Delegations exercised
BR Act/PGPA Act/PPS Act, PS Act
APPLICATION DETAILS
The application is the tool that the selection committee will use to shortlist applicants.
Your application must include:

a completed application cover sheet (available on the AFSA website at: How to apply for
a job at AFSA )

a resume outlining your career history, qualifications and including contact details for at
least two recent referees

a covering letter, no longer than two pages, that considers the key responsibilities and
essential capabilities of the position and states the following:
a. Why you are interested in the position
b. How your skills and experience make you the best person for the position
c. What value you can add to AFSA and the Client Services / Service Delivery
division
Your application should clearly state the position title and location in the subject line and be
submitted no later than 21 May 2017 to:
Email:
[email protected]
A selection decision may be made on the basis of your application only. If interviews are conducted,
it is anticipated that they will be held in the week commencing 29 May. A telephone interview may
be conducted in the first instance. Candidates may also be required to undergo psychometric
and/or work sample testing as part of this selection process.
We encourage applications from Indigenous Australians, peoples from culturally diverse
backgrounds and people with disabilities. We are committed to providing a working
environment that values diversity and supports staff to reach their full potential.
If you are an applicant with a disability or other special needs, please contact the Disability Access
Coordinator on (02) 8233 7821 to discuss any requirements that may assist you in your application.
Thank you for your interest in this position.
AFSA Selection Documentation: Assistant Director Client Experience, EL1
4/5/2017
www.afsa.gov.au
Page 4 of 4