Job Branch Manager Performance Quality and National Workload, Blacktown

About the role

The Branch Manager Performance, Quality and National Workload is an SES Band 1 position, reporting to the General Manager, National Operations and Performance.

The Performance, Quality and National Workload Branch supports the delivery of a high-quality, end-to-end participant experience through performance management and reporting, quality assurance programs, and workforce planning to inform Service Delivery frontline capability.

This role is accountable for:

• Overseeing performance monitoring and reporting across Service Delivery frontline roles
• Ensuring compliance and quality in decision-making
• Developing strategies and frameworks to embed quality and performance into processes
• Delivering state and national reporting on quality program performance
• Benchmarking and planning delegate workloads to support timely and quality participant outcomes, aligned with the Participant Service Guarantee.

The priorities within the Branch are currently delivering tailored analysis and insights that uncover the story behind the numbers-or provide evidence where data is limited-to inform Agency priorities and reflect the participant experience.

The team is leading the Performance Model and Engagement initiative under the Frontline of the Future program, designing measures and communicating performance priorities through holistic reporting. Through Performance Reporting and Projections, the Branch provides insights and modelling to support decision-making, drive improvement, and mitigate risk.

The National Workload Management function ensures frontline work is routed to the right staff, at the right time and in the right way, aligned with Agency priorities. The Branch also supports the NDIA's Sustainability Strategy, helping ensure participants receive the right plan and budget, spent on the right supports, over the right timeframe.

The Branch leads Workforce Planning and Recruitment, offering end-to-end support for staffing needs-from budget alignment and approvals to recruitment coordination and onboarding.



The key duties of the position include
About you

This role is ideal for a leader with strong strategic and operational leadership experience, who thrives in complex environments and is passionate about delivering high-quality outcomes that improve the participant experience. Our ideal candidate will have:

• Senior operational leadership experience and excellent people skills
• A proven track record of building and maintaining effective relationships with a wide range of stakeholders
• The ability to think and act strategically
• Strong judgement and resilience
• A customer-centric mindset
• A collaborative and inclusive leadership style
• Experience in delivering complex programs or reforms.