Information Management Partner

A permanent full-time position, joining the Operational Excellence Team as the Information Management Partner with the TIO.

Introduction

At the Telecommunications Industry Ombudsman, we are committed to fostering a diverse workplace where everyone, regardless of identity, feels safe and included.

The TIO’s vision is for a fair and accessible communications market for Australia. We are connecting people, building trust and delivering fairness. Within this role as Information Management Partner, you’ll support the Operational Excellence function by managing the TIO’s information management eco-cycle. You’ll do this by assessing the needs of our stakeholders and creating, sharing and managing resources in a timely and meaningful manner.

Job Description

You’ll report to the Head of Service Excellence and Optimisation and play a critical role in creating, curating and managing high quality content that supports Operational Excellence in delivering fair and consistent outcomes.

You will ensure that information resources and information architecture are strategically developed, maintained and aligned with our goals to enhance workforce performance.

Your primary responsibilities will include:

• Providing strong operational and peer leadership
• Ensuring all stakeholders have access to key content
• Managing the Information Architecture for Operational Excellence function from creation to disposal
• Future focused responsiveness in a changing environment

Desired Skills and Experience

You will possess highly developed judgement, being able to make sound decisions while maintaining a lens towards the future. You will be collaborative in your approach and influence stakeholders with ease while adapting to the changing needs of the community we serve.

To be successful in this role you will need:

• Tertiary qualification in relevant field, or extensive relevant experience (Desirable)
• Strong understanding of User Experience Principles
• Strong organisational and project management skills
• Excellent verbal and written communication skills

About the Team

The Operational Excellence (Early Resolution and Dispute Resolution) Group (the Group) are responsible for the end-to-end complaints handling process for residential consumers and small businesses that have been unable to resolve their phone or internet complaint with their telecommunications service provider.

The Group is also responsible for identifying and implementing service, process and individual improvement initiatives to support the delivery on the TIO purpose.

The TIO’s purpose is to resolve complaints fairly and drive improvement in a dynamic communications sector. Our purpose is underpinned by four core values: Fairness, Integrity, Excellence, and Collaboration.

To uphold this commitment, the TIO implements reasonable adjustments to promote inclusivity, including part-time or reduced hours, a hybrid work model, workplace accessibility modifications, adjustments to equipment and devices, engagement in co-design practices, and being open to other measures that support every person in our organisation to thrive.

To Apply

For a detailed position description please paste this link into the browser https://bit.ly/3VEwLFt

Please include as part of your application a resume and cover letter that demonstrates your skills and addresses why you are the right person for this role.

For more information about the Telecommunications Industry Ombudsman (TIO) please visit our website www.tio.com.au/about-us

If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email careers@tio.com.au

Applications close Sunday, 12 January 2025, 11.59pm AEST

Please note, applications may close prior to the deadline.