MAXIMUS Client Services Team - Operations Manager in Springwood, Australia

MAX Employment provides integral solutions through employment, health and training services. With the belief that a job can change a person’s life; we empower job seekers and connect them to support, opportunities and sustainable employment. We work closely with employers and community partners to provide job seekers with a strong foundation for success. Proven by our recent success MAX Employment continues to grow and increase its services providing assistance to job seekers nationwide. We are ready for a fresh approach in Employment Services and extending the invitation to you as a high performer and high achiever to be excited with our job seekers in creating a better world for all.

The Client Services Team (CST) Operations Manager is responsible in supporting the implementation, effective delivery and meeting key performance indicators of the centralised services delivered within the team. You will require extensive knowledge on the key deliverables of the jobactive programme including the technical aspects of the guidelines that enables sound delivery of the Compliance framework, attendance management and job seeker servicing requirements. Your role will be to provide guidance, support and direction to the operational staff. The employee is expected to exercise a team leadership role and supervise and manage other employees of the service.

  • Ensuring all KPI's of the designated operational team are met

  • Conducting jobactive service activities consistent with contractual and legislative requirements and MAX Employment philosophy and quality standards

  • Coordinating, scheduling and allocating staff to activities consistent with MAX Employmetn philosophy and quality standards

  • Providing a high quality service to all job seekers irrespective of their age, gender, race, culture, religion, disability or circumstances

  • Monitoring, auditing and ensuring all job seeker file case notes and all other documentation are relevant and exceed the minimum contractual standard

  • Maintaining and reporting performance statistics to the Call Centre Manager

  • Training and mentoring staff to ensure their performance exceeds minimum KPI standards

  • Conducting recruitment and selection activities in consultation with Human Resources and Call Centre Manager

  • Managing staff performance in consultation with the Call Centre Managerand Human Resources in line with the company's performance management system

  • Acting as a key driver for information sharing, best practice ideas and efficiencies within the team

  • Promoting and fostering the development of strong relationships that lead to the quality relationships between sites and the CST Operational Team

  • Promoting MAX Solutions services and maintaining a high profile and professional company image

  • Participating in professional development and training as required

  • Attending and participating in MAX Employment meetings and functions as required


  • Business related qualifications are desired

Key Skills/Attributes/Knowledge

  • Knowledge of relevant legislation including anti-discrimination

  • Experience in leading a diverse team across multiple functional areas

  • Experience in a similar role in a fast paced, customer focused environment

  • Ability to quickly build effective and positive working relationships with staff and various stakeholders

  • Ability to manage government contracts and ensure compliance and audits are completed

  • Advanced level of communication, interpersonal and negotiation skills

  • Highly capable in negotiating business solutions with all stakeholders

  • Strong positive problem solving and conflict resolution skills

  • Demonstrated ability to inspire, lead and manage a diverse work environment to achieve performance and financial targets with defined business guidelines and government contracts

  • A high level of business acumen, contractual knowledge and understanding of business principles

  • Demonstrated understanding of local labour market trends and skills shortages and creating opportunities to assist job seekers attain sustainable employment outcomes.

MAX Employment is an Equal Opportunity Employer. At MAX we encourage applications from people with culturally diverse backgrounds, Aboriginal and Torres Strait Islander peoples; and people with disability

Requisition ID: 2017-22234

Contract Duration: 9 Month Contract

External Company Name: MAXIMUS

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