Key responsibilities for this role:
- Manage privacy and complaints team members within the Compliance Systems and Governance team, in accordance with contemporary Human Resources principles and practices.
- Manage and advise on the ongoing improvement of the department's comprehensive privacy and complaints management frameworks, ensuring the Department has appropriate accountabilities and a robust operational structure to meet key legislative obligations.
- Monitor the complaints management system on behalf of the department. Analyse complaints information to identify any trends or systemic issues requiring management action. Liaise with key stakeholders to ensure appropriate actions are identified and taken in line with operational procedures.
- Take responsibility for the preparation and review of complex and sensitive complaints, administrative release of information, right to information and information privacy requests.
- Liaise with senior internal stakeholders to review complaint responses and contribute to the identification of appropriate actions arising.
- Use research, analytical and drafting skills to prepare and review complex policy, procedure, reports, briefing notes, submissions, presentations project plans, business cases, complaint responses and associated materials.
- Review and evaluate organisational outcomes arising from the complaints and privacy functions to develop effective business processes aligned to strategic direction and key performance objectives.
- Lead the development and delivery of training for QPT staff on complaints management, information privacy and right to information.
- Prepare complex and sophisticated reports, submissions, briefings, correspondence, and other material for consideration.
- Lead or contribute to other projects in Strategy and Governance.