Executive Manager, Operational Service Design & Performance

Job Title: Executive Manager, Operational Service Design & Performance
Contract Type: Permanent
Location: Melbourne, Victoria
Salary: Negotiable
Reference: JO-2004-100187_1587964222
Contact Name: Paris Plompen
Contact Email:
Job Published: April 27, 2020 15:10

Job Description

  • Design and Implement Change and Transformation across people, processes, and technology for Communications Centres
  • Establish a diverse team and deliver a critical community service at Triple Zero
  • Drive Best Practice - integrating performance, quality, safety, and wellbeing

The Emergency Services Telecommunications Authority (ESTA) provides the critical link between the community and emergency services for all "000" calls. It partners with Victoria's Police, Ambulance, Fire and SES agencies to facilitate community driven outcomes every day of the year. The provision of life-saving emergency call- taking and dispatch for all Victorians requires dedicated professional people and sophisticated technical systems.

The newly created position of Executive Manager, Operational Service Design and Performace is a key strategic role for the organisation, with the intention of delivering an effective, community-driven service model that facilitates continuous improvement and innovation.

Reporting to the Executive Director - Operations, the Executive Manager, Operational Service Design and Performance will be tasked with developing and implementing a business design function to drive a high performance culture, identify and embed best practices in the provision of emergency communication services to all stakeholders, and develop a plan to address key pain-points, and optimal workforce outcomes.

The Executive Manager, will guide change and transformation across processes, people, facilities, and technology, including developing new services that will change the way ESTA engages with the community. User experience improvement will be a key factor to the success of the role, as will stakeholder engagement and management.

By leveraging previous experience gained from within a contact centre environment and a comprehensive understanding of shift-based and geographically dispersed workforces will assist you in achieving best practice. You will be a proven people-leader with a track record in managing transformational processes in a critical service delivery environment. You know how to develop high-performance cultures and drive organisation-wide positive change, especially within a high-pressure environment. Your problem-identification and problem-solving skills within a complex customer experience setting are second-to-none, and will enable ESTA to continue to deliver their critical services across the state.

To apply for this exciting role, please click "Apply for this job" and attach your resume. For further information or a confidential discussion, please contact Natasha Diamond on 0412 822 348 or Carla Bent on 0422 582 992