Support Service Manager, Pacific Labour Facility

About Palladium:

Palladium is a global leader in the design, development and delivery of Positive Impact – the intentional creation of enduring social and economic value. We work with governments, businesses, and investors to solve the world’s most pressing challenges. With a team of more than 3,000 employees operating in 90 plus countries and a global network of over 35,000 experts, we help improve economies, societies and, most importantly, people’s lives.

Project Overview:

The Pacific Labour Facility (PLF) facilitates seasonal and longer-term work opportunities for Pacific workers in Australia. It connects Australian employers with Pacific workers under the newly introduced Pacific Australia Labour Mobility (PALM) scheme which combines the existing Pacific Labour Scheme (PLS) and Seasonal Worker Programme (SWP)**.**

Role Overview:

The Support Service Manager will be responsible for the PLF intake function, including managing the flow, referral and triaging of incoming enquiries and notifications on the PALM scheme for all stakeholders.

Responsibilities:

• Provide leadership, supervision and support to Support Service Coordinators and Officers
• Develop a detailed understanding of all the functions delivered by the PLF and the PALM Scheme Deed and Guidelines
• Oversee the transition from the current intake/enquiries set up to the newly established support services function including communications and training
• Lead the development of standard operating procedures for PLFs support service operations
• Establish workplans for the provision of general stakeholder advice and support and service system improvements
• Support appropriate data management practices as well as update of documents, processes, workflows and operational guidelines
• Manage high quality reporting to key stakeholders including health and safety incident, fraud and child protection reporting as well as project activity reporting
• Participate in forums and engagement with key stakeholders on emerging challenges identified through the support service function
• Drive a culture of continuous improvement within the team
• Work closely with the Knowledge and Learning, and Communications teams to make sure that the products and messages available to key stakeholders are appropriately addressing their evolving needs
• Maintain accurate records and systematic filing and retrieving of all service functions processes and activities
• Assist with maintenance of database contact lists, filing and master-file updates and reporting
• Work with the Procurement Coordinator to develop a Request for Tender if it is decided that the Support Services function should be outsourced in Phase 2

Requirements:

• Significant work experience in team leadership and management
• Demonstrated high level relationship management and partnership skills, including the ability to negotiate beneficial outcomes for a wide range of stakeholders with diverse interests and expectations
• Well-honed management skills, with the ability to lead a multi-cultural team based across multiple locations
• Project management, time management, reporting and analysis skills, including ability to manage budgets and write progress reports
• Demonstrated knowledge of labour mobility in Australia, including the challenges and issues and experience working effectively with stakeholders from different cultures including Indigenous Australian and the Pacific Islands/Timor Leste, as well as making considerations for gender equality, disability and social inclusion or the ability to learn quickly
• Excellent written and oral communications skills with demonstrated experience in using communications strategically for advocacy purposes
• Demonstrated ability to work autonomously with limited supervision, to work to deadlines, and to balance competing priorities

Benefits:

• Flexible working arrangements – work from home 2 days per week
• Modern office in central CBD location
• Great team culture with social activities and events
• Working for a program that is making positive impact

You must have valid Australian work rights to be considered for this position – visa sponsorship is not available. This is a Brisbane based role with options for flexible working. Candidates who are willing to relocate for the position must do so at their own expense.