The Manager, Privacy and Complaints will be a pivotal leader within the Compliance Systems and Governance team for the client. This role involves overseeing and managing a dedicated team responsible for ensuring robust privacy and complaints management processes across the organisation. The position requires the successful candidate to ensure compliance with key government legislation while promoting the continuous improvement of the client's privacy, complaints management frameworks, and governance systems.
Key Responsibilities:
Leadership and Team Management:
- Lead and manage a team of two professionals (Complaints Officer and Senior Policy Officer), providing guidance, mentorship, and support aligned with contemporary human resources practices.
- Foster a positive, productive, and inclusive team culture, ensuring staff are equipped with the necessary resources and training to perform their roles effectively.
- Provide ongoing support to team members, helping them develop professionally while promoting a healthy work-life balance.
Privacy and Complaints Management:
- Oversee the continuous improvement of the client's privacy and complaints management frameworks to ensure compliance with relevant legislation, policies, and best practices.
- Monitor, analyse, and review complaints information, identifying trends or systemic issues that may require further management action.
- Lead and manage the complaints management system for the client, ensuring that all complaints are resolved in a timely and efficient manner.
- Ensure that privacy, right to information, and administrative release of information requests are handled in accordance with applicable legislative requirements.
Stakeholder Engagement:
- Liaise with internal stakeholders, including senior management, to review complaints responses and identify appropriate actions arising from complaints.
- Provide expert advice on complaints management, privacy, and information requests, ensuring that the client responds to complaints in a manner that is transparent and in line with its governance obligations.
Policy and Procedure Development:
- Lead the development, review, and implementation of policies, procedures, and operational guidelines related to complaints management, privacy, and right to information.
- Use research, analysis, and drafting skills to prepare detailed reports, briefing notes, submissions, and business cases related to privacy and complaints management.
Training and Development:
- Develop and deliver training programs for the client's staff to improve understanding of complaints management, privacy, and information requests.
- Ensure that staff are trained to manage complaints in a manner consistent with the clients policies and legislative obligations.
Reporting and Performance Evaluation:
- Prepare complex reports, briefings, and other materials to provide senior leadership with insights into the effectiveness of privacy and complaints management practices.
- Lead the evaluation of outcomes arising from complaints and privacy functions, proposing improvements and strategies to align with the client's broader strategic objectives.
Project Management and Governance:
- Contribute to projects within the Strategy and Governance division, ensuring that the division’s strategic goals are met.
- Oversee the governance and risk management processes within the Privacy and Complaints function, ensuring that all actions are aligned with the client's strategic priorities.
Key Capabilities:
As the Manager, Privacy and Complaints, you will be required to demonstrate the following competencies:
Vision:
- Lead strategically, thinking critically and acting on the broader purpose of the system.
- Stimulate innovative ideas and embrace new practices that will inform future decision-making and operational practices.
- Make ethical and courageous decisions that are aligned with the organisation’s long-term goals.
Results:
- Build and sustain relationships across the organisation to deliver customer-focused outcomes.
- Inspire your team by creating clarity and engagement, driving the team toward achieving its objectives.
- Demonstrate accountability for delivering results, ensuring quality and transparency in all processes.
- Foster an inclusive and supportive workplace, prioritizing staff wellbeing, health, and safety.
Accountability:
- Ensure the highest standard of governance and risk management is maintained throughout the privacy and complaints functions.
- Demonstrate professionalism, persistence, and transparency in managing all responsibilities, ensuring that outcomes are aligned with the client's strategic vision.
Qualifications and Experience:
- Proven experience in managing privacy, complaints, and compliance systems in a government or similar environment.
- Strong understanding of relevant legislation, including privacy laws, right to information, and complaint management processes.
- Demonstrated ability to lead and develop teams, driving high performance and ensuring professional development.
- Excellent research, analytical, and communication skills, including the ability to draft complex reports, submissions, and policies.
- Experience in managing projects, and the ability to contribute to the continuous improvement of systems and processes.
Desirable Skills:
- Relevant qualifications in law, governance, or a related field.
- Familiarity with Queensland Government’s compliance and privacy frameworks.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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