Organisation: Australian Tax Office
Job Title: APS6 Service Delivery Team Leader
Word Limit: 500
Location: Perth
What can you bring to the role?
As the Skilling and Training Manager and Acting APS6 within ATO’s CS&S (Service Delivery) for the last 3 years I bring current experience managing high performance teams. In addition I have many years’ experience managing teams in multi–channel environments, the most notable leading one of Telstra’s highest performing teams.
My current team consists of 26 APS4 staff members and two APS5 members.
Managing staff is more about proactively leading and contributing to personal development. This includes fortnightly catchups to monitor progress against benchmarks, coaching and setting action plans. My monthly hourly sessions with each staff member has the goal of reviewing and revising progress based on the ATO’s Compass goals and implementing performance plans if needed. I positively work with staff to redefine goals and identify gaps where training can add value.
My success at leading a team is no more indicated than the 98.2% quality control standard I have delivered, which is the best achieved in over a year.
My dedication to staff development and quality delivery can be evidenced in my success with re-engineering the Embedded Service Consultants team. Initially there was little accountability, and I identified unmotivated staff members were not working to capacity. I facilitated a meeting where we brainstormed the role description, and coached on what a proactive team member looks like. This resulted in setting a goal for the service consultants to actively identify needs within the team, not just wait for work. I implemented the Service Consultants giving a 5 minute presentation at the team meeting to showcase their ‘new look’ role and how they can better assist service delivery. The morale of the team as reported by them has improved significantly and in one month we achieved a decrease of 54% in not met calls and 3% rise in met calls results.
I have a strong focus on staff members being challenged and having opportunities for advancement. I have given APS4 level staff an opportunity to expand their skillsets by trialling as an Embedded Service Consultant. This resulted in recognition by Directors with my team winning the in site recognition “STAR Award” program.
Communication abilty requires both upwards and downwards focus. I report back regularly to upper management on decisions I make and how they will impact on the business. The vehicle for this is our half hour weekly ‘huddle’ where we revisit how decisions align with the business. I concisely report on what I have been doing and why. In one of these catchups I made a business case for why an APS2 staff member should step up to an APS4 role. To support my case I presented productivity data and evidence from appraisal with an experienced team member. I gained approval, and that staff member has excellent inbound and call quality statistics.
To summarise, I bring many years experience successfully leading teams, current experience and knowledge of the ATO standards and procedures, and a proactive, problem solving approach to my work.
