Service Governance and Oversight Manager

Bankwest•Village of Broadalbin, NY

About The Position

This is a 12 month contract/secondment Join Our Team as a Services Subject Matter Expert (SME) at Australia Post! Are you passionate about optimizing service delivery and enhancing customer experience? Do you have expertise in Australia Post services, including Bank@Post and Identification services? If so, we want you to join our dynamic team at Australia Post! Do work that matters As a Services Subject Matter Expert (SME), you will play a pivotal role in providing expert knowledge and guidance on Australia Post services and operations. Your focus will be on ensuring the efficient delivery of services, optimizing processes, and supporting the implementation of innovative initiatives to enhance customer satisfaction. On any given day you will Expert Guidance: Provide expert advice on Australia Post services, including Bank@Post and Identification services, ensuring compliance with regulatory standards and service excellence. Supplier Governance: Provide comprehensive support to the Senior Manager in fulfilling all Supplier Governance obligations, Controls, and Compliance Arrangements for the Australia Post channel. In the absence of the Senior Manager or an appointed delegate, take responsibility for ensuring the effective implementation, transparency, and oversight of Supplier Governance meetings. Operational Support: Monitor monthly operational/service meetings and annual executive strategic meetings to satisfy obligations for supplier quality (Australia Post). Support the management of processes covering operational performance, risk management, service delivery, feedback, customer experience, complaints, performance metrics, issues/incidents, and compliance with contractual obligations. Project Support: Act as a subject matter expert in project support, contributing to the successful delivery of projects related to Australia Post services. Vendor Management and Group Liaison: Manage vendor relationships and liaise with various groups to ensure seamless service delivery and collaboration. Risk Management: Identify and manage risks associated with service delivery, implementing strategies to mitigate potential issues. Collaborative Improvement: Work collaboratively with cross-functional teams to identify and implement process improvements and service enhancements, particularly in Bank@Post and Identification services. Performance Optimization: Analyse service delivery metrics to develop strategies for optimising performance and enhancing customer experience. Innovative Initiatives: Assist in the implementation of new technologies and initiatives, such as digital identification solutions and enhanced Bank@Post offerings.

Requirements

Extensive knowledge of Australia Post services, including Bank@Post and Identification services.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Experience in project management, vendor management, and risk management.
Proven ability to liaise effectively with various groups and stakeholders.

Responsibilities

Provide expert advice on Australia Post services, including Bank@Post and Identification services, ensuring compliance with regulatory standards and service excellence.
Provide comprehensive support to the Senior Manager in fulfilling all Supplier Governance obligations, Controls, and Compliance Arrangements for the Australia Post channel.
Take responsibility for ensuring the effective implementation, transparency, and oversight of Supplier Governance meetings in the absence of the Senior Manager or an appointed delegate.
Monitor monthly operational/service meetings and annual executive strategic meetings to satisfy obligations for supplier quality (Australia Post).
Support the management of processes covering operational performance, risk management, service delivery, feedback, customer experience, complaints, performance metrics, issues/incidents, and compliance with contractual obligations.
Act as a subject matter expert in project support, contributing to the successful delivery of projects related to Australia Post services.
Manage vendor relationships and liaise with various groups to ensure seamless service delivery and collaboration.
Identify and manage risks associated with service delivery, implementing strategies to mitigate potential issues.
Work collaboratively with cross-functional teams to identify and implement process improvements and service enhancements, particularly in Bank@Post and Identification services.
Analyse service delivery metrics to develop strategies for optimising performance and enhancing customer experience.
Assist in the implementation of new technologies and initiatives, such as digital identification solutions and enhanced Bank@Post offerings.