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Role Description

Director Customer Success Support

Agency	TAFE NSW
Division/Branch/Unit	Student Experience Group
Role Number
Classification/Grade/Band	PSSe Band 1
Senior executive work level standards	Work Contribution Stream: Service/Operational Delivery
OSCA Code	TBA
PCAT Code	TBA
Date of Approval	14 October 2021
Agency Website

Agency overview

TAFE NSW’s purpose is to skill the workforce of the future. It is Australia's leading provider of vocational education and training with over 500,000 annual enrolments and a proud history for setting the benchmark for quality service. As the NSW public provider, it supports the NSW Government's priority to grow skills for the economy and jobs of tomorrow. Critically, TAFE NSW plays a vital role in providing vocational education in rural and regional NSW, and job training pathways for the most vulnerable in the community.
TAFE NSW offers the best of campus-based delivery as well as flexible, online and work-based learning. The TAFE NSW values of Customer First, Collaboration, Integrity and Excellence guide our team in strengthening communities, delivering world-class training for our students and producing job ready graduates for employers. The operating environment for TAFE NSW is dynamic as we leverage our scale, expertise, passion and reputation to meet the rapidly changing VET landscape.
TAFE NSW is committed to its students and customers and the role it plays in changing lives and opening up opportunities through learning.

Primary purpose of the role

The Director Customer Success - Support is responsible for the creation and execution of Customer Success Support strategies and plans that drive service delivery, operational performance excellence and efficient processes across TAFE NSW. Covering a broad spectrum of support services and programs including library, disability, counselling, and children centre operations this position encompasses significant transformation and growth of professional standards, best practice models and policies, delivery modes and high quality performance operational outcomes.

Key accountabilities

1. Lead and oversee the Customer Success – Support delivery functions to engage, enable and motivate employees to embrace best practice and inclusive delivery models and ensure high quality student support service, solutions and advice on a range of Customer Success – Support activities and projects.
2. Work with the General Manager Customer Success (GM), other Directors and key stakeholders to set direction for the branch, ensuring that Customer Success Support activities meet quality standards and comply with legislative, regulatory, and policy requirements.
3. Develop and implement associated strategic, operational and associated plans and programs supporting a positive, accessible and inclusive learning environment to achieve state-wide service delivery performance objectives.
4. Provide regular reporting on progress, status and alignment with TAFE NSW policies and procedures, so to drive consistent ways of working across the operating model.
5. Manage, supervise, and develop multiple large professional and specialty teams to provide a high level of operational direction and specialist advice in the achievement of TAFE NSW policies and procedures and Customer Success Support delivery outcomes.
6. Lead and oversee the management of complex Customer Success Support activities for TAFE NSW, including the interpretation of and compliance with legislative frameworks and regulatory standards.
7. Develop and maintain strategic relationships and collaborate across TAFE NSW and with Customer Success stakeholders to design and implement initiatives and service level agreements, operating policies and procedures, metrics and reporting to add value to Customer Success operations and qualitative service delivery to TAFE NSW.
8. Leverage external and internal data analyses to provide strategic and operational advice and solutions on complex and sensitive Customer Success Support Services related matters, programs and strategies.
9. Act as a high level escalation point for complex operational matters, providing advice and guidance on problem solving, risk management and resolution of issues, including expert advice and oversight in the development and management of budgets/financial transactions.
10. As a member of the broader Student Services leadership team, build and nurture an engaging and inclusive Student Services community within the campus/cluster you are based. This includes providing information, guidance and support across teams, where appropriate, and supporting onboarding within the Branch
11. Demonstrate a genuine commitment to safety excellence and safety leadership. This includes actively consulting, promoting and contributing to initiatives, monitoring safety performance, and making decisions and acting on health, safety and wellbeing matters.
12. Place the customer at the centre of all decision making.
13. Build and develop a high-performance team, aligned to the core values of integrity, collaboration, excellence and a customer first attitude, through effective leadership, support and feedback.
14. Collaborate with staff to ensure the development and regular review of meaningful individual performance development and review plans that are clearly aligned to strategic objectives and focused to develop the individual.

Key challenges

• Developing a business relevant Operations strategy and model that will operate effectively in diverse locations while enabling the transition of Customer Success Services without disruption to customers.
• Designing, implementing, and managing directions for Customer Success Support Services in accordance with GM expectations and TAFE NSW priorities.
• Managing expectations of relevant senior stakeholders.
• Implementing an innovative, creative, and agile culture whilst achieving a consistent approach to customer support and service excellence.
• Building a change management plan and project to support the effective development and implementation of Customer Success Support Services operational systems while maintaining business as usual

Key relationships

Who	Why
Internal
General Manager Customer Success	• Receive leadership, direction and support • Provide high level expert advice on issues, risks, options and resolutions. • Regularly report on business and operations performance
Direct Reports	• Provide leadership, direction and support
Customer Success Directors/Heads	• Collaborate and provide strategic and operational advice, expertise and support to ensure optimum efficiencies and outcomes for Customer Success delivery. • Engage through sharing information and updates relevant to the group. • Collaborate on change and transition direction and strategies.
Customer Success leads/ staff	• Provide advice on higher level and more complex operations issues. • Lead and guide on operations initiatives and improvements.
Student Experience Group leadership	• Provide strategies and plans updates and reporting as required. • Alert to significant issues arising and advise on options/ solutions in relation to Customer Success Support Services matters.
Customer Success internal stakeholders and customers	• Consult and collaborate with to evaluate success of Customer Success operational outcomes. • Consult and collaborate on operations improvements, changes and initiatives to better support delivery.
External
Regulatory and standards setting bodies, including government agencies	• Establish and maintain relationships as appropriate on regulatory and industry standards applicable to Student Services operations. • Oversee reporting and information exchange provision.
Student Services industry networks and forums	• Maintain currency in best practice for student services operations and administration functions.

Role dimensions

Decision making

• Makes decisions on highly complex and sensitive issues where there may be no readily available source of advice and guidance and outcomes may break new ground for the organisation.
• Manage functional expenditure and resourcing within relevant policy and delegation frameworks.
• Matters requiring a higher level of approval are referred to the Reporting Line Manager.

Reporting line

General Manager Customer Success

Direct reports

Budget/Expenditure

Key knowledge and experience

2. Extensive experience delivering operations strategy and leading change to support state-wide administrative and support services delivery in the higher education sector or similar.
3. Demonstrated significant experience leading and overseeing the successful delivery of a comprehensive range of operations services including library, job connect, counselling, careers services and disability services.
4. In depth applied knowledge and understanding of student related administration, lifecycle, customer experience and support services or similar

Essential requirements

1. Degree qualification in Commerce, Business, Finance or a relevant discipline, and equivalent experience.

2 Ability to address and meet focus capabilities as stated in the Position Description.

Capabilities for the role

The NSW public sector capability framework describes the capabilities (knowledge, skills and abilities) needed to perform a role. There are four main groups of capabilities: personal attributes, relationships, results and business enablers, with a fifth people management group of capabilities for roles with managerial responsibilities. These groups, combined with capabilities drawn from occupation-specific capability sets where relevant, work together to provide an understanding of the capabilities needed for the role.

The capabilities are separated into focus capabilities and complementary capabilities.

Focus capabilities

Focus capabilities are the capabilities considered the most important for effective performance of the role. These capabilities will be assessed at recruitment.
The focus capabilities for this role are shown below with a brief explanation of what each capability covers and the indicators describing the types of behaviours expected at each level.

FOCUS CAPABILITIES
Capability group/sets	Capability name	Behavioural Indicators	Level
	Act with Integrity Be ethical and professional, and uphold and promote the public sector values	Model the highest standards of ethical and professional behaviour and encourage others to do the same Set an example for others to follow by representing your organisation in an honest, ethical and professional way Promote a culture of integrity and professionalism within your organisation and when dealing with external organisations Reinforce and monitor the use of ethical practices, standards and systems Promote practices and systems that create a workplace culture that values high ethical standards and behaviour	Advanced
	Communicate Effectively Communicate clearly, pay attention to others and respond with understanding and respect	Present with credibility, engage diverse audiences and test whether they understand you Translate technical and complex information clearly and concisely for different audiences Create opportunities for others to contribute to discussion and debate Set an example by promoting information sharing across your organisation Manage complex communications that involve understanding and responding to multiple and divergent viewpoints Explore creative ways to share information and communicate with diverse audiences Leverage insights from people with lived experience to shape communication and engagement strategies Write clearly, concisely and persuasively in a range of styles and formats	Advanced
	Commit to Customer Service Provide customer-focused services in line with public sector and organisational objectives	Create an organisational culture that embraces high-quality customer service by listening to and valuing insights from customers and communities Communicate and negotiate with stakeholders on strategic issues related to government policy, customer service standards and accessibility, and provide expert, influential advice Ensure your organisation’s strategic planning processes prioritise customer experience Ensure management systems and processes support service delivery outcomes for diverse customers Set overall performance standards for service delivery across your organisation and monitor compliance	Highly Advanced
	Influence and Negotiate Gain consensus and commitment from others, and resolve issues and conflicts	Influence others with a fair and thoughtful approach and present persuasive counter arguments Work towards mutually beneficial, win-win outcomes Show sensitivity and understanding when resolving serious and complex conflicts and differences Identify key stakeholders and gain their support in advance Negotiate from a clear position, based on research, a firm grasp of key issues, likely arguments, points of difference and areas for compromise Anticipate and minimise conflict within your organisation and with external stakeholders Use evidence, including data insights, to create persuasive stories	Advanced
	Deliver Results Achieve results by using resources efficiently and committing to quality outcomes	Use your professional knowledge and the expertise of others to drive organisational and government objectives Create a culture of achievement, fostering on-time and on-budget quality outcomes for the organisation Identify and remove potential barriers to achieving outcomes Establish systems to ensure all staff can identify direct connections between their work and your organisation’s outcomes Identify, recognise and celebrate success Set and communicate high-level priorities for your organisation to achieve government outcomes	Highly Advanced
	Think and Solve Problems Think, analyse and consider the broader context to develop practical solutions	Establish and promote a data-literate culture that focuses on using reliable data to inform decisions, innovate and continuously improve Engage in high-level critical analysis of a wide range of complex information and formulate effective responses to critical policy issues Identify and evaluate organisation-wide implications when considering proposed solutions to issues Think laterally to develop innovative solutions that have a long-lasting, organisation-wide impact Ensure effective governance systems are in place to guarantee quality analysis, research and reform	Highly Advanced
	Demonstrate Accountability Be proactive and responsible for your actions, and follow legislation, policy and guidelines	Design and develop systems to establish and measure accountabilities Ensure accountabilities are exercised in line with government and organisational goals Exercise due diligence to ensure work health and safety risks are addressed Oversee quality assurance practices Model the highest standards of financial probity, demonstrating respect for public money and other resources Monitor and maintain the business unit’s knowledge of and compliance with legislative and regulatory frameworks Incorporate sound risk management principles and strategies into business planning Make strategic and sustainable choices that balance meeting short-term goals with long-term success	Advanced
	Project Management Understand and use effective ways to plan, coordinate and control projects	Understand all components of the project management process, including the need for change management to achieve business benefits Prepare clear project proposals and accurate estimates of required costs and resources Establish performance outcomes and measures for key project goals, and define monitoring, reporting and communication requirements Identify and evaluate risks associated with the project and develop mitigation strategies Identify and consult with stakeholders, including people with lived experience to inform the project strategy Communicate the project’s objectives and its expected benefits Monitor the completion of project milestones against goals and take steps to address any problems Evaluate progress and identify improvements to inform future projects	Adept
Occupation specific capability set
	Embed benefts realisation (technical) Identify, track and measure project benefts to justify investment in the project and provide assurance that the benefts can be realised	Lead the identifcation and alignment of project benefts to operational and/or strategic plans. Work with stakeholders to realise project benefts, in accordance with a benefts realisation plan. Lead the development, review and evaluation of beneft metrics and targets within a set framework. Apply a set framework to evaluate the initial and continuing viability of low-complexity projects in relation to the benefts that can be realised from project delivery. Lead the identifcation of unanticipated or emerging benefts. Oversee the transition of benefts management to accountable operational business units within a set framework.	Emerging

Complementary capabilities

Complementary capabilities are also identified from the Capability Framework and relevant occupation-specific capability sets. They are important to identifying performance required for the role and development opportunities.

Note: capabilities listed as ‘not essential’ for this role are not relevant for recruitment purposes however may be relevant for future career development.

COMPLEMENTARY CAPABILITIES
Capability group/sets	Capability Name	Description	Level
	Display Resilience and Courage	Be open and honest, prepared to express your views, and willing to accept and commit to change	Adept
	Manage Self	Be persistent, self-reflect and commit to learning	Advanced
	Value Diversity and Inclusion	Be inclusive and respect diverse backgrounds, experiences and perspectives	Adept
	Work Collaboratively	Collaborate with others and value their contribution	Advanced
	Plan and Prioritise	Plan to achieve priority outcomes and respond flexibly to changing circumstances	Advanced
	Finance	Understand and apply financial processes to achieve value for money and minimise financial risk	Adept
	Technology	Understand and use available technology to maximise efficiencies and effectiveness	Adept
	Procurement and Contract Management	Understand and use procurement processes to ensure effective purchasing and contract performance	Adept
Occupation specific capability set
	Manage clients and stakeholders	Systematically identify, analyse and engage with clients and stakeholders to determine project requirements. Ensure continuing communication throughout the life of the project to monitor, manage and improve stakeholder relationships and achieve customer-centric project outcomes.	Leading Expert
	Manage risks and opportunities	Systematically identify risks and opportunities; plan how to mitigate and manage risks and respond to opportunities	Emerging
	Execute business solutions (technical)	Drive implementation of the project or program plan, monitoring performance and compliance, and intervening to address risks and opportunities as they emerge.	Expert

Public Service Commission