Manager, People Services Support - Melbourne, Australia - Australia Post

Australia Post
Australia Post
Verified Company
Melbourne, Australia

1 week ago

Olivia Brown

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Olivia Brown

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Description

Help us deliver for Australia.
Australia Post is delivering for Australia. From the vehicles that we drive, to the small businesses that make our communities thrive. We're delivering for the environment, for our communities, for our customers and for our people. We're moving forward and we want you to come along for the ride.


About the opportunity


As the Manager of People Services Support, this role plays a pivotal role in leading a team of agents within our People Services team.


The team, People Services Support is the key entry point for all People & Culture matters, operating our phone & portal channels and overseeing the triage and resolution of employee and manager queries.

The team services a comprehensive range of requests such as Pay, Leave, Time & Attendance, and Policy advisory.


This position is a key leadership role, that is crucial in maintaining the efficiency and effectiveness of our People Services function.


The role will monitor service delivery performance, and develop the required capability and performance improvement plans, to optimise the function and achieve the strategic objectives.


You'll be responsible for:


  • Lead and manage a team of agents, ensuring they provide exemplary service in addressing employee and manager queries related to People & Culture matters.
  • Responsible for resource planning to ensure the service standard is maintained to delight the customer.
  • Ensure adherence to the escalation framework by monitoring the triaging of cases and developing plans to improve processes and increasing capability.
  • Oversee the triage process, ensuring timely and accurate resolution of inquiries.
  • Collaborate with crossfunctional teams to implement and streamline People & Culture processes, contributing to a positive employee experience.
  • Monitor and analyze service metrics to identify trends and opportunities for continuous improvement in service delivery.
  • Act as a key point of contact for escalated issues, providing expert guidance and resolution to complex People & Culture queries.

About you
You are an industry professional with experience in corporate People & Culture.


You will have highly developed interpersonal, written, and verbal communication skills with an ability to establish and maintain effective working relationships with all levels of management and staff within the organisation and externally.


What are we looking for?

  • Managing team performance to improve service outcomes.
  • Communicating HR policy and Industrial Instruments
  • Developing new or enhanced processes
  • Conducting analysis on service performance to identify improvement opportunities.
  • People &

Culture Expertise:
In-depth knowledge of People & Culture processes, including Payroll, Leave management, Time & Attendance, and Policy advisory.

  • Communication: Strong verbal and written communication skills, with the ability to articulate complex People & Culture concepts in a clear and concise manner.
  • Problem Solving: Demonstrated ability to analyze and resolve complex People & Culture issues, ensuring a balance between policy adherence and employee satisfaction.
  • Request Management technology preferably Service Now
  • Analytical skills

How we'll deliver for you

  • Be part of a culture where everybody feels they belong, are valued, and can bring their authentic self to work every day.
  • We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They are the TIES that bind our team together.
  • Flexible working, across head office and facilities across the network

We're delivering together.
Our diverse and inclusive workplaces bring out the best in our people. We're all ages, genders, and abilities, and we come from all walks of life. That's how we deliver for Australia - together. We believe our business should reflect the diverse communities we operate in. See how we're achieving that here.


We acknowledge the Traditional Custodians of the land on which we operate, live, and gather as employees, and recognise their continuing connection to land, water, and community.

We pay respect to Elders past, present and emerging. To find out more about our progress with reconciliation, watch this short video.

**One last thing
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