Team Leader, Client Services
About the opportunity
The Team Leader Client Services Centre performs a key role leading a multi-disciplinary team and managing regulatory services associated with aircraft registration and maintenance personnel licensing.
Reporting to the Manager, Specialist Services of the Client Services Centre, the Team Leader is responsible for planning, leading, and delivering outcomes for aircraft registration and licensing services. A critical part of the role is providing clear and consistent leadership to the section to ensure effective and efficient delivery of services; risk identification, evaluation, mitigation; quality assurance and continuous business improvement processes. Further, the role will liaise with technical staff on complex, technical and sensitive licensing and registration services.
The position will be responsible for the supervision and maintenance of the delivery processes, procedures, templates, and forms that support the Aircraft Registration and Maintenance Personnel licensing regulatory services and play a key role in providing feedback to the technical teams on any matters relating to regulatory policy.
The Team Leader, CSC will lead a team of up to 15 direct and indirect reports and is responsible for the following deliverables, which represent an ongoing body of work:
- Managing the day-to-day functions of the team, including scheduling of priorities, providing initial advice, or escalation to the technical team on complex enquiries, and acting as the first point for escalated queries and complaints, in accordance with the relevant procedures and policies.
- Managing and deploying allocated resources to competing priorities, utilising forecasts, plans, and performance measures to meet required outcomes.
- Identifying staff capability and development, coaching, and mentoring staff, providing timely and constructive feedback, and managing performance and training compliance.
- Monitoring and managing the teams service delivery and ensure services are delivered in line with agreed service delivery standards.
- Working with the Specialist Manager and the Specialist Services team as required, research, analyse, and prepare reports, plans, correspondence, and briefings to the team and other stakeholders.
- Undertaking governance related activities to ensure CASA’s systems (in particular the Enterprise Aviation Processing system), website information, guidance material and other communications material is operational, accurate and meets legislative requirements and applicant’s needs.
- Manage compliance with competency-based training requirements together with change management and agreed personal development training within the team for both new starters and ongoing staff members.
- Champion and embed the CSC quality practices into the section.
- Exercise delegated powers as required for the area of responsibility as prescribed in instruments of delegation.
- On a rotating basis, leadership roles in CSC may be required to provide out of hours advice and guidance in line with requirements of the current Enterprise Agreement.
- Leading and exemplifying workplace safety, equity and diversity, participative management and environmental management in the workplace and acting in accordance with CASA’s Values and Behaviours.
Our ideal candidate
Our ideal candidate must demonstrate the following:
- Demonstrated experience in managing and leading a team in a client focused, service delivery environment whilst managing escalation for complex service offers and processes.
- Demonstrated understanding, or the ability to quickly acquire a detailed understanding of, Aircraft Registration and Maintenance Personnel license system and its application on regulated entities.
- A practical understanding of the Australian aviation and government regulatory environment and relevant Civil Aviation Safety Regulations
- Demonstrated high level stakeholder engagement skills, including excellent interpersonal and communication (oral and written) skills, with an ability to prepare high quality written materials, and maintain, influence, and grow strategic relationships.
- A sound understanding and demonstrated application of quality assurance and risk management principles.
- Demonstrated ability to lead teams through a changing environment.
- High-level problem-solving skills with the ability to develop and implement procedures, improve processes, provide flexible solutions, and achieve results.
- Ability to engage with Aboriginal and Torres Strait Islander employees in a sensitive, respectful and equitable manner.)
- Promotion of workplace safety, equity and diversity, and act in accordance with the CASA Values and Behaviours
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Eligibility requirements
Employment with CASA is subject to conditions prescribed within the Civil Aviation Act 1988. The following eligibility requirements apply to this position:
- be an Australian citizen
- undergo pre-employment screening including a police check and,
- Relevant tertiary or other formal qualifications (desirable)
We encourage applications from Aboriginal and/or Torres Strait Islander people, people with disability, culturally and linguistically diverse people and people of the LGBTIQA+ community, including transgender, gender diverse, and intersex people.
Affirmative Measures
This vacancy is being advertised concurrently under a general and an affirmative measure recruitment process.
Affirmative measures is only available to Aboriginal and/or Torres Strait people or people living with a disability, evidence will be requested if your application progresses under an affirmative measures process.
About us
The Civil Aviation Safety Authority’s (CASA) primary function is to conduct the safety regulation of civil air operations in Australia, Australian civil airspace and the operation civil air operations in Australia, Australian civil airspace and the operation of Australian aircraft overseas.
CASA is committed to having a flexible and inclusive workplace and recognises and values the diversity of the wider Australian community.
We encourage and welcome applications from people with Disability, Aboriginal and Torres Strait Islander peoples, LGBTIQ+ people, people from culturally and linguistically diverse backgrounds and mature age people.
Culture and benefits
We value our people. CASA values social and cultural diversity and is committed to a safe workplace. We are committed to the attraction, recruitment and retention of Indigenous Australians and encourage applications from Aboriginal and Torres Strait Islander peoples.
CASA is committed to attaining and retaining the highest quality of skilled professionals and providing a desirable work environment in which they can maximise their talent and potential. We provide rewarding careers, promote work-life balance and support professional and personal development.
Contact Officer for enquiries: Sam Palaskonis 02 6217 1447
Closing Date for Applications: 11:59pm, AEDT 07 October 2024
For full details and information on the role please visit the Careers | Civil Aviation Safety Authority (casa.gov.au). Applications for all CASA vacancies must be submitted through the CASA e-Recruitment portal.