SES Band 2 – General Manager Service Design
National Disability Insurance Agency (NDIA)
Planning, leading and managing the participant experience design and delivery roadmap for an integrated and holistic service delivery across the NDIA, supported effectively by technology.
Leading the development of high quality NDIA and scheme processes that are participant centred, effectively and appropriately consider and mitigate risk, through codesign with people with disability, and other internal and external stakeholders.
Providing professional program and project leadership to ensure service design and delivery improvements to participant outcomes.
Demonstrating contemporary leadership and a genuine commitment to building capability and a collaborative team culture based on continuous improvement to effectively deliver scheme reform.
Developing and managing an end-to-end service design process that incorporates industry best practice across the division, including human-centred design practice, planning and strategy, project management, service guidance, process and performance, evaluation, governance and reporting.
Liaising and purposefully engaging with diverse stakeholders, both internal and external, to understand operational requirements and identify opportunities for improvement in the participant experience.
Oversight of the development and implementation of an effective tracking process to resolve issues proactively and manage recommendations emanating from internal reform reviews.
About the role
Help shape the participant experience for one of Australia’s largest service providers
Lead complex projects and work programs with strategic National significance
Geelong Head office – flexible/hybrid options considered
As a General Manager in the Service Design Division, you have the unique opportunity to directly shape and support a high-performing organisation.
Reporting to the Deputy Chief Executive Officer of the Service Design and Improvement (SDI) Group, the General Manager of Service Design plays a critical role in developing and influencing the overall staff and participant experience of the National Disability Insurance Scheme (NDIS).
The role is a functional and strategic leadership position within the National Disability Insurance Agency (NDIA) that leads highly complex projects and work programs that have strategic operational significance across the organization.
You will be surrounded by empathic senior leaders who value your personal growth and share your commitment to being a trusted expert partner to the business. Your peers will embrace your diversity of skills, experience, abilities, and ideas. We know a diverse workforce and inclusive workplace drives our success and have outlined our commitment in the Inclusion and Diversity Framework.
About you
As a progressive leader, an innovator, and a forward-thinking strategist, you approach challenging situations with optimism and curiosity. You enjoy working with people, for people, and bring energy and commitment to our shared passion for driving social change, so people with disability have choice and control over their lives.
You are an authentic and energetic leader with a contemporary service design skill-set and a proven track-record managing complex organisation level process design, planning and delivery, large scale social policy reform or participant experience design functions, ideally within a large service provider or related Government setting. Proven experience as a strategic design practitioner with a successful track-record managing large teams in human centred design, including planning and research, facilitation, ideation and delivery is key. Although not a pre-requisite, relevant education and professional certifications such as in business or service design (UX/UI) or project management will also be highly regarded and help you to capitalise on opportunities within the organisation.
Operating as a trusted internal advisor, it is imperative you possess high integrity and proven interpersonal skills, as your approach to establishing and strengthening relationships as well as your ability to influence change will prove key to your success in the role. You are comfortable working in a fast-paced environment and acting on multi-dimensional and complex issues. You are decisive yet diplomatic, with a unique ability to build consensus and deliver exceptional customer service that enables you to navigate across the agency with authority whilst fostering a sense of shared purpose among your team and stakeholders.
You will enjoy providing high-quality, objective and practical service design advice, making value-added recommendations and continuously improving internal methodologies to incorporate best practice techniques and ensure NDIA services are supported appropriately by technology rather than as stand-alone solutions. The continued integration, expansion and evolution of the organisation’s CRM system is critically important and a key part of the role, as is coordinating the service design element of agency reform, closing gaps and further enhancing organisational functionality.
Calm under pressure, you thrive in dynamic operational environments and are skilled at anticipating future organisational needs and negotiating authorisations, using your subject matter expertise and credibility to solve issues proactively and ahead of time.
Finally, you are a proud internal champion for the voice of our participants, staff and providers ensuring we achieve outcomes that integrate human centred design and create alignment across initiatives that maximise positive user experiences. Lived experience is something you value, and is an asset to the role. You understand that we put participants at the heart of everything we do. You further understand that for the Scheme to succeed, it is critical that we listen to and work with participants, their families and carers and the disability community to make sure each improvement is a step in the right direction and the Scheme is available for generations to come.
About the NDIA
The NDIA’s role is to implement the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers.
The NDIA is an independent statutory agency which operates within a legislative and regulatory environment. We adhere to the Australian Public Service Code of Conduct as set out in section 13 of the Public Service Act 1999.
Our work is driven by the Corporate Plan which provides strategic direction to achieve our purpose of making a difference so that people with disability can choose and achieve their goals.
The NDIA Values are:
We value people – We put participants at the heart of everything we do.
We grow together – We work together to deliver quality outcomes.
We aim higher – We are resilient and always have the courage to do better.
We take care – We own what we do, and we do the right thing.
Our values reflect our passion and commitment to building a positive, participant-centred culture.
The NDIA values are centred around positive contemporary attitude to disability.
What you should know
To be eligible for employment with the NDIA, you must be an Australian citizen. A candidate’s suitability for employment with the Agency will be assessed through a pre-employment screening process. This will include a criminal history check and the ability to obtain and maintain an Australian Government security clearance, at the Negative Vetting 1 level. This will be arranged for you, if successful.
The NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the requirements of the role.
We strongly and actively encourage applicants from a diverse range of backgrounds and experiences, particularly people with disability, and including First Nations peoples, people from culturally and linguistically diverse (CALD) backgrounds and LGBTIQA+.
Application Instructions
Please send your Expression of Interest quoting Ref No A005672 to Watermark Search International. Email: search@watermarksearch.com.au
We will reply to the email address used for your application.
Your application should include:
A complete current resume
A one-page pitch (maximum 750 words) quoting reference A005672
Your pitch should highlight relevant examples and accomplishments that demonstrate:
Your ability to lead people to deliver results.
Why you want to work for us.
What you will bring to the role.
Demonstrated experience in driving the delivery of a human centred design function/strategy ideally from a large health service organisation.
The closing date for applications is Sunday, 8th September 2024.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you.
Further information can be found at https://www.apsc.gov.au/recruitability
Reasonable adjustments and support for applicants
Reasonable adjustments are available to support applicants through the process.
Reasonable adjustments could include:
An Auslan interpreter
Extra reading time during assessment activities, or
Accessible software.
If you would like help understanding this document, would like to receive it in another format or would like to discuss the provision of reasonable adjustments please contact Chris Grant on 0493 714 171 or Alison Myatt 0412 630 817 using the National Relay Service 133 677 if required https://www.accesshub.gov.au/about-the-nrs or email search@watermarksearch.com.au.