Operations Manager

Department: Department of Government Services
Work Type: Fixed term - full time
Job Function: Regulatory, Governance and Compliance
Classification: VPSG6
Work Location: Ballarat - Central Highlands
Reference: VG/1793247
Closing Date: 23-May-2024
Salary Range: $130,673 - $174,869
Job Duration: 12 months
Attachments: Position Description - DGS_IDSC_Operations Manager _2024.docx (Word, 292KB)
Job Specification

Contact: Matthew Lane, General Manager
Matt.Lane@justice.vic.gov.au

Position Details

About us
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services. 

About the role
The Information and Dispute Services Centre (IDSC) provides contact centre services across the Consumer Affairs, Liquor, Gaming and Dispute Resolution group's legislative remit, including information and advice

Reporting to the General Manager IDSC, the Operations Manager is responsible for delivery of the core operations of the IDSC and contributes to the business plan by ensuring the IDSC operates efficiently and effectively.The Operations Manager will work closely with other senior managers and team leaders to promote an operational understanding required for the IDSC's current and future success.

About you

To be considered for the role, you must be able to demonstrate:

  • Demonstrated capacity to manage a diverse government service centre.
  • Demonstrated capacity to develop a thorough working knowledge of legislation.
  • Detailed knowledge of relevant regulatory frameworks, be experienced in applying sound workforce management principles and possess the capability required to lead and mentor team leaders.
  • Relevant tertiary qualifications would be highly regarded.

Key Accountabilities

  • Manage the IDSC's operational teams to deliver services consistent with statutory and operational policy and in line with service delivery targets (key performance indicators).
  • Manage and oversee the IDSC's workforce management framework, incorporating recognised scheduling principles and disciplines in order to utilise resources most efficiently.
  • Contribute to the development of a high performing culture in the IDSC and manage the reporting and analysis functions to ensure the accurate and timely visibility of team and individual performance relative to team, individual and where relevant, IDSC performance indicators.
  • Manage the IDSC's operational personnel including recruitment, induction, performance planning and assessment, conflict resolution, and learning and development so that the operational teams deliver the capabilities required by the IDSC's operating model and process architecture.
  • Contribute to the design, development and implementation of the IDSC Quality Framework to ensure consistent high quality processing and decision making across the IDSC.

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.


How to apply

Apply before the advertised closing date 11:59pm on Thursday 23 May 2024. All applications should include:

  • a resume; and
  • a cover letter which addresses the key selection criteria (within three pages)


In accordance with the Jobs and Skills Exchange Policy, Victorian Public Service employees are required to apply via the JSE for primary consideration access.

Other relevant information

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.

Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.


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