Regional Manager

We are seeking a Manager to lead the Public Trustee's Customer Experience and Delivery, Financial Management division in Brisbane. The role of the Regional Manager is an excellent opportunity for a values-based professional who has experience in a customer service delivery environment. Your capability to lead staff and internal stakeholders whilst ensuring alignment to the organisational strategic goals is key for this role.

• As Regional Manager, you will
• be responsible for the overall leadership and operational management of the various functions of the Public Trustee regional office. This role is responsible for building a positive, customer-focused culture, fostering staff development, and ensuring that all team members are aligned to delivering a superior customer experience.
• be responsible for setting the direction and providing effective governance, to achieve the desired outcomes, per the Public Trustee Strategic Plan. Practically, this involves ensuring quality and compliant case management, decision-making and customer communications. This position will oversee a number of work categories undertaken by the Public Trustee including disability services, minor trusts, trusts, deceased estates, preparation of wills and enduring powers of attorney.
• proactively pursue operational excellence with a clear understanding and focus on Key Performance Indicator (KPI) targets including revenue generation & expense control, customer satisfaction Net Promoter Score (NPS), employee engagement and the Working for Queensland Survey (WFQS) results, recruitment, staff development and training requirements, complaint management, Customer liaison and local area advocacy.
• As a Regional Manager the key to your success will be
• your strong business acumen
• ability to lead, motivate and develop your team
• The ability to deliver quality customer experience outcomes in a complex and changing environment; and
• A commitment to serving the community.

Mandatory requirements / Highly desirable requirements

Key responsibilities

How to apply

If you are interested in working with us, please provide the following information to help us assess your suitability :