A key leadership position responsible for leading and managing the responsibilities and workflow of support officers. Provided detailed professional, operational support and advice to ensure payments to participants and providers were undertaken to a high standard and delivery was of quality outcomes. Undertook to deliver complex work related to national and branch deliverables, delivering quality outcomes guided by legislation, policies, procedures, standards and performance metrics. Assisted in strategic planning and support as well as program and project management.

Established a departmentally endorsed Business Process Management (BPM) team to facilitate the successful path to a more effective and efficient way of working, with an increased customer focus and performance gains across individual projects and the department as a whole – including strategy, governance, risk, and stakeholder engagementEstablished Process Management and Governance support to the DHS Welfare Payment Infrastructure Transformation (WPIT) Programme—one of the largest business transformations of a social welfare system undertaken worldwide Spearheaded welfare compliance initiatives by critically reviewing policies, ensuring relevance of procedures and subsequently implementing new functions whilst adhering to legislation and regulationsApplied process improvement methodology and leadership to increase service delivery productivity by 83% across 2 major business areas; creating an outcome focused environment. New process was then adapted nationally. Developed analytical reporting tool to improve people and performance measures to operational business areas with delivery in 3 phases and a resultant saving of 18 FTE per year – awarded a DHS Business Excellence AwardSuccessfully discharged responsibilities of positions held across multi-functional teams with reference to employment equity, performance management, anti-discrimination, occupational health and safety, and ethical behaviour

Liaise with internal and external stakeholders regrading complex, sensitive or strategically important social matters.Provide leadership to employees, including developing, coaching and mentoringProvide performance feedback and oversee the management of underperformanceIdentify and implement opportunities for innovation, changes in workplace practise and business improvement strategiesLead Strategically significant social welfare related projectsExercise appropriate delegations in accordance with relevant legislation and policiesWork as part of a broader management team to develop and implement business plans to meet operational demandsAs part of a broader management team develop and drive Key Performance indicators (KPIs) outcomes