Organisation: The New South Wales Department of Education
Job Title: Customer Services and Administration Manager
Word Limit: 2 x pre-screening questions 300 words each as per guidelines
Location: Macquarie Park
Describe how you have led a team in a high volume work environment and how you dealt
with competing deadlines. (300 words maximum)
In my current position working with the Commonwealth Bank of Australia (CBA) as an Assistant
Manager, I lead a team of staff within a very high customer contact environment. Leading my
team in this environment requires strong leaderships such as, honesty, the ability to delegate,
communication, commitment, confidence, a positive attitude, creativity, intuition and the ability
to inspire. These skills and qualities are shown when I assemble my team to bring a business
project or plan to life.
In one instance, the decision was made to attract clients from foreign markets to open new bank
accounts in Australia with the CBA. Within seven months, it was very difficult to see results that
were financially viable for the foreseeable future. The CBA gave me an additional five months to
create a profitable return. My focus remained clear and determined, even when faced with
setbacks, and I was to provide an example that my team could look towards for strength, courage
and resilience. Accepting responsibility for any mistakes made, challenging difficult issues and
identifying risks to manage a plan to make the business objective profitable was my first task of
business to turn this venture around.
Displaying commitment to achieving objectives and showing initiative in addressing issues and
competing deadlines were demonstrated with my personal drive and enthusiasm in progressing
towards goals and prioritising tasks. Constant, open communication with managers, higher-level
staff, team members, internal and external stakeholders, ensured I actively promoted team
morale and motivated each team player to keep pushing to follow the strategies, why this was
essential and giving assurance to the team each and every day that the business objective would
be successful. The results of the business objective are an accreditation to the teams’ hard work,
commitment and resilience.
2. Describe your experience in managing a project where you have demonstrated sound
planning, analytical and management skills. (300 words maximum)
As acting Assistant Manager with the Commonwealth Bank of Australia (CBA), it is part of my skill
set to manage various projects. On one occasion, I was able to demonstrate this by creating a
working environment for the department. This required extensive planning, communication,
analytical and management skills to be exhibited.
At the commencement of the project, I mapped out in detail what was required throughout the
duration of the project. In creating a skeleton of the framework, I provided forecasting costs and
the estimated time frames to have the project completed by. By doing this, it stabilised the plan
and allowed the liaison with the construction team to begin. Both parties were able to express
what was expected and outlined any underlying risks associated with the task. Managing this
project successfully resulted in meeting all time restraints and budget requirements and the
completion of the project.
Working closely with my culturally diverse team has allowed me to express my commitment to the
CBA Diversity Policy. The objective of this policy is to enable diversity in leadership, adaptable
work practices, diversity support and respect and inclusion. Having already obtained the
knowledge of the Department’s Aboriginal Education policies, I plan to reflect my support for the
policy in working closely with individuals of Aboriginal and Torres Strait Islander heritage.
The policy, in which the Department of Education developed, was in response to the Aboriginal
Education Review in 2004 and was collaborated with the Aboriginal communities. Volunteering to
teach the Indigenous people of Redfern has opened my perception, experience and knowledge to
see first-hand which methods of utilising educational tools is most effective. Demonstrating my
support of the Aboriginal Education Policy, I am doing my part to encourage each aboriginal child
to be educated by 2033 and attending school.
