Thursday, 30 November 2017

Palladium,EOI - Australia Awards Business Processing Support Roles



Closing date: 12 Dec 2017
Palladium is a global leader in the design, development and delivery of Positive Impact - the intentional creation of enduring social and economic value. We work with foundations, investors, governments, corporations, communities and civil society to formulate strategies and implement solutions that generate lasting social, environmental and financial benefits.
For the past 50 years, we have been making Positive Impa
ct possible. With a team of more than 2,500 employees operating in 90 plus countries and a global network of more than 35,000 technical experts, Palladium has improved - and is committed to continuing to improve - economies, societies and most importantly, people's lives.
Palladium is a child-safe organisation, and screens applicants for suitability to work with children. We also provide equal employment to all participants and employees without regard to race, color, religion, gender, age, disability, sexual orientation, veteran or marital status. The Australia Awards and Alumni Branch (AWB) in DFAT provides strategic oversight of the Australia Awards Global program, manages the Australia Awards Fellowships and manages the in-Australia component of the Australia Awards Scholarships, including DFAT's contracts with Australian tertiary institutions.
After reviews in 2016 DFAT reprioritized AWB and elected to outsource administrative functions - this outsourcing has now come to market.
As part of the service the Contractor will deliver select administrative activities of Australia Awards and Alumni Branch (AWB) Scholarships and Fellowships programs and the systems support service for the programs, including:
  • Inbox management for selected Scholarships administrative functions.
  • Inbox management for selected Fellowship administrative functions.
  • Help desk support services (Level 1 support).
  • Data entry and monitoring of information entered by Institutions in to OASIS.
  • Collating, analysis and reporting on certain data entered in to OASIS.
  • Data entry and monitoring of information entered by AHOs in to SmartyGrants or similar grants administration system.
  • Collating, analysis and reporting on certain data entered in to SmartyGrants or similar grant administration system.
  • Co-design in conjunction with DFAT, participant Surveys and distribute, manage and collate surveys through survey software and report to DFAT.
  • Manage reporting and compliance processes relating to the outsourced tasks and requirements including data management, retrieval, archiving and fraud detection.
  • Coordinate administrative processes, including OASIS training arrangements and merchandise ordering.
  • Comply with reporting and communication management strategies between AWB and the Contractor.
The Services will be provided between the hours of 9:00 a.m. and 5:00 p.m. AEST, Monday through Friday, except public holidays.
The Positions
We are currently seeking internal expressions of interest for the following roles:
1 Program Manager; and 2 Help Desk Supervisor
to manage the Help Desk operation servicing the DFAT Australia Awards and Alumni Branch (AWB). The ideal candidates have previous Help Desk Management experience in a fast paced environment, preferably in a service desk and/or scholarships/awards environment.
Key Duties
  • Manage the contractual relationship with DFAT
  • Ensure Service Level standards are monitored and achieved
  • Excellent communication skills including the ability to liaise with all levels of the business
  • Demonstrated knowledge of customer service principles and practices
  • Ability to manage competing priorities and meet deadlines
  • Strong written communication skills
The ideal person will have:
  • Previous experience managing DFAT/Australian Government Contracts, preferably in a service centre environment
  • Experience in Australia Awards/OASIS/ and or SmartyGrants is preferable
  • Experience in managing staff
  • Excellent communication skills including the ability to liaise with all levels of the business
  • Demonstrated knowledge of customer service principles and practices
  • Ability to manage competing priorities and meet deadlines
  • Strong written communication skills
  • Proven experience working in tight reporting deadlines and busy workloads
  • Proactive attitude
  • Ability to work as part of a team
  • Excellent attention to detail
  • Highly developed interpersonal skills
  • Demonstrated conflict resolution skills
  • Ability to build rapport with customers
How to apply:
Please follow this link to apply: http://www.aplitrak.com/?adid=c2FyYWguY294LjM0NDYwLjM4MzBAcGFsbGFkaXVtLm...

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