Manager – Proactive Customer Management

• 1 x ongoing full-time opportunity. 35 hours per week. We are also looking to establish a talent pool to fill future ongoing and temporary vacancies within Estate Management over the next 18 months.
• Location: Parramatta. Flexible and hybrid working options available.
• Clerk Grade: 9/10. Salary $120,859 to $133,183 plus super and annual leave loading.

About the team

The Estate Management division makes financial and legal decisions for people who are unable to independently, or with support, when NSW Trustee and Guardian is appointed as their financial manager by a court or tribunal. The team also oversees people who are appointed to privately manage the finances of another person. The division delivers high quality financial management service using a customer-centred approach and is delivered by: 

• Customer Foundation – The Customer Foundation Team is responsible for the high-quality onboarding of new customers where a financial management order has been made. The team works with the customer, and important people in their life, to ensure NSW Trustee and Guardian has a detailed understanding of the customer’s priorities, ongoing needs and financial situation, and makes financial decisions that support customers into the future.
• Customer Independence and Support – The Customer Independence and Support Team works closely with customers in developing strategies to increase their capability to manage their finances and regain financial independence. The Customer Independence and Support team also finalises matters where a customer is no longer subject to a Financial Management Order or is deceased.
• Private Management – The Private Management team provides oversight and support to privately appointed financial managers (private managers) who are responsible for managing the financial and legal affairs of someone who is not able to make decisions on their own. The role of the Private Management team includes oversight of major decisions a Private Manager is proposing to make, review of annual accounts as well as advice and support to financial managers.
• Proactive Customer Management – The Proactive Customer Management Team is responsible for complex and critical estates and engages with financial management customers, and their support network, when making financial decisions on their behalf, including the development and review of financial strategies and budgets. Some of the teams provide face-to-face intensive financial management and other support services to some of NSW most vulnerable customers.

About the role

The Manager of Proactive Customer Management is responsible for supporting and coaching a high-performing team to deliver consistent, high-quality and consistent financial management services to meet the needs of customers. This role oversees complex and critical estate management services including developing and reviewing financial strategies and budgets with financially managed customers, and their support networks. This role will see you drive and deliver customer-focused strategic collaboration with internal and external stakeholders through dynamic operational systems and ongoing quality control.

For more information about the position, view the role description.

About you

The ideal candidate:

• Has experience leading and managing teams to achieve high levels of performance, delivering excellent customer service to customers with disability, and who may be vulnerable, while meeting organisational outcomes.
• Will inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide “best practice” customer service.
• Has the demonstrated ability to provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and support business plan initiatives.
• Will collaborate with professional practice leaders, managers, and staff across the business to continually build responsive and high-quality practice standards and capabilities including establishing and actively managing key internal and external stakeholder relationships based on open, regular discussions and feedback to ensure effective interface between Estate Management, Estate Administration and Planning, Public Guardian staff and other teams.
• Will contribute to developing, reviewing, and implementing policies, procedures relating to Financial Management, and systems to effectively manage and improve the delivery of customer and support services. Ensure Estate Management staff maintain knowledge of legislation, protocols, and processes to ensures work practices are of the highest quality.
• Will manage and support delivery of services in line with the annual financial management budget, applying the principles of NSW Trustee and Guardian Act 2009, and the National Standards for Financial Managers.
• Will support the team to manage and respond to customer feedback, including managing complaints, which at times may be complex, and undertake investigations and reviews to ensure all decision making is compliant with legislation, policies, procedures, guidelines, and standards, ensuring outcomes are communicated and documented.
• Will contribute to the management and governance of customer records and data, ensuring accurate records for customer onboarding, and continuation of management, that aligns with performance indicators, and enables effective reporting.

Sound like you? We would love to hear from you!

Essential requirements  

• Demonstrated leadership and management skills for the delivery of services in a complex human services customer environment and sound strategic thinking capacity, management and administrative skills.
• Tertiary qualifications and/or equivalent experience in human services or related discipline
• Understanding of NSW Trustee and Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
• Available to travel throughout NSW.
• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in one to one review sessions for calls and emails.

What we offer

NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose.
Other benefits of joining us include:

• work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
• various leave options (recreation, parental, and flex leave of up to 24 days per year)
• career development including study leave and acting opportunities
• access to Fitness Passport and employee assistance program, and annual flu vaccinations

Be part of something bigger. For more information about joining us, visit the Careers page on our website.