POSITION DESCRIPTION

Services Manager

Position title: Services Manager

Location: Level 10, 307 Pitt Street, Sydney

Classification: Role is classified as at Level 7 of the Social, Community, Home Care and Disability Services Industry Award 2010 (the Award).

Status: 4 or 5 days (30 to 37.5 hours) per week, permanent

Salary: Under the NACLC Enterprise Agreement, NACLC salaries are set at a minimum of 5% higher than the Award.

Conditions: NACLC is a flexible workplace with above-award leave conditions including additional days leave between Christmas and New Year. Superannuation is 0.5% higher than the minimum guarantee. Take-home salary may be increased through salary packaging via a third party salary packaging provider (incurs a small annual fee). All positions have a three month probationary period.

Reports To: CEO

Provides Direct Supervision To:

Sector Capacity Building Coordinator/s

IT Services Coordinator (currently vacant)

About NACLC

The National Association of Community Legal Centres (NACLC) is a national peak body representing over 180 community legal centres. Community legal centres provide free legal and related support services to everyday people and people experiencing discrimination and disadvantage.

NACLC works with the community legal sector to assist people experiencing discrimination and disadvantage to obtain access to legal services, including by:

- Providing sector development services to centres to support them in delivering, building and continuously improving their services and operations,

- Publicising the work and value of centres and leading national advocacy, including in relation to funding for the sector,

- Performing a consultation, liaison and negotiation role between centres and the Commonwealth Government,

- Preparing law and policy reform submissions and undertaking advocacy and campaigns on protecting human rights and striving for equitable access to justice for people experiencing discrimination and disadvantage.

NACLC’s Strategic Plan 2018-2021 and Values are set out on the last page of this position description. For more information about NACLC see www.naclc.org.au/cb_pages/naclc.php.

The NACLC office comprises of a small friendly team of around 10-15 people, including staff and volunteers. NACLC’s main office is located in Sydney CBD and general office hours are Mondays to Fridays, 9am–5pm.

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Description of the role/s

The primary purpose of this position is twofold. It is to:

• drive business development across the organisation, and

• lead and manage the business as usual services NACLC provides and the Services Team.

The role involves liaising with partners and stakeholders as well as developing new relationships.

The Services Manager ensures that all services NACLC offers are run effectively and efficiently, achieve a high level of stakeholder satisfaction, as well as achieving income targets. You will also be responsible for leading the development of new and innovative services and ways of raising revenue for NACLC.

The NACLC Services Team is made up of two sub-teams:

1. Sector Capacity Building – this sub-team delivers a range of national services including insurances, accreditation and quality assurance, training and a conference; and

2. ICT Services – this sub-team predominantly delivers a client management system to over 170 organisations, and we are looking at expanding the range of ICT services NACLC offers

Roles and responsibilities

Lead, manage and motivate teams to achieve their objectives

• Promoting and developing NACLC organisational capacity to support innovation, and developing and overseeing new projects and initiatives, especially to enhance service delivery

• Building a cohesive and engaged team and fostering a culture with NACLC’s purpose and values at its centre

• Working with the team to deliver on objectives

• Providing supervision and support to team members as required by policy

Business Development

• Promoting innovation across the organisation and developing and overseeing new projects and initiatives, particularly to enhance and generate new opportunities for service delivery.

• Identifying, developing (including business analysis, environmental scans, competitor research, proposals and business cases) and leading the delivery of revenue generating projects with an emphasis on utilising partnership approaches with existing and new networks

• Reviewing existing services and operations and conducting organisational and market analysis to improve services, increase the uptake of existing services by the community legal sector (and wider legal assistance sector as appropriate), inform business development and diversification opportunities in line with organisational priorities and projects

Project Management

• Leading and managing a range of projects and programs from inception to completion, providing leadership, coordination, direction and support to the staff and Teams involved

• Monitoring and formulating inter-connected projects, and coordinating touch points on cross-project activities efficiently to eliminate rework and/ or overlapping

• Developing and implementing project management plans to ensure the success of all Service Team projects.

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Risk Management and Compliance

• Implementing the NACLC risk management plan and monitoring risk registers and risk management controls relevant to the Services Team areas of work

• Ensuring understanding and accountability for risk management in the work of the Services Team

• Ensuring that all activity is ethical and compliant with legislation, regulation and NACLC policies and procedures

• Monitoring progress against organisational, team and individual staff work plans and project plans

• Ensuring relevant information is effectively communicated and reported to the CEO as needed, including providing monthly reports.

Grants and Philanthropy

• Developing, managing and monitoring an annual strategic calendar and core list of possible grant opportunities and funders to inform identification of funding opportunities for NACLC

• Leading revenue generating projects, including grant applications and engagement with funders and philanthropic organisations

Resources • Developing work plans to ensure that all resources (human, material and financial) are managed effectively and with efficiency to achieve strategic objectives

• Developing and maintaining manuals, processes and procedures for all areas of Services Team work

• Managing the budget for the Services Team and relevant projects, including monitoring and reporting on performance to budget, taking action to address adverse budget variances and ensuring revenue and expenditure is within budget

• Monitoring generation of new revenue from all sources with the goal of achieving annual targets

• Contributing to annual budgeting processes

Continuous Improvement

• Acting as a champion for innovation and continuous business improvement across the organisation, including providing strategic challenge and scrutiny and ensuring alignment with wider organisational objectives

• Leading organisational review and feedback processes to inform business strategy and service delivery, including gap analysis and service user surveys and engagement.

Stakeholder Engagement

• Building and maintaining strong relationships with all relevant stakeholders, including through appropriate communication and consultation

• Developing excellent service user satisfaction and organisational responses to user feedback and input

• Working closely with the Services Team to respond promptly to stakeholder feedback, concerns and complaints and escalate/take action as appropriate

• Having oversight of external vendors and contractors, ensuring compliance with contracts, budgets and timelines

• Developing and maintaining a stakeholder database

Communications and Marketing

• Implementing NACLC’s Communications Strategy in related areas

• Preparing key business engagement messages for key projects and initiatives and leading marketing of Services Team projects to maximise market exposure and presence, increase revenue and achieve targets

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• Developing, preparing and distributing reports and progress updates on projects as required

Other • Demonstrating understanding and empathy with NACLC’s ethos and working in a way that is consistent with:

o NACLC Values

o NACLC Policies and Procedures

• Positively contributing to and influencing organisational culture

• Contributing to developing a culture of continuous improvement and responding positively to change

• Contributing content as appropriate to NACLC Communications

• Undertaking other duties as directed by the CEO

Skills and experience

Education • Relevant tertiary education (business management, business development) or significant professional experience

Essential Experience

• Experience in a comparable role

• Excellent customer service, communication and interpersonal skills with experience in positive stakeholder engagement, including effective complaint handling and influencing skills

• Experience in project and contract management, including engaging multiple third parties and resource planning

• Experience in managing and leading teams in a multi-service organisation, including the demonstrated capacity to allocate tasks and monitor the performance of team members

• Demonstrated significant experience managing interdependent risks and issues, and resource constraints to successfully deliver outcomes

• Demonstrated experience in business development, account management and business to business sales.

Other • Experience working in the not-for-profit sector

• Knowledge of the legal assistance sector would be welcome

• Open-minded – able to work respectfully with people from a range of other cultures, languages, abilities, genders, sexuality, religious beliefs and life experiences.

• Commitment to working cooperatively and respectfully with Aboriginal and Torres Strait Islander peoples and organisations

Personal attributes

• Commitment to social justice and NACLC Purpose and Values

• Highly developed sense of own impact; inspires and motivates a team; proactively models and promotes the maintenance of high ethical standards and organisational values

• Leadership, courage and resilience

• Strong customer service orientation

• Excellent interpersonal, verbal and written communication skills

• Professional, approachable, collaborative and proactive working style

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• Analytical, innovative and practical in problem solving, effective judgement and decision-making

• Attention to detail

• Focus on results and able to manage priorities in a fast-paced environment, works well under pressure

• Self-motivated, fast but diligent, able to work autonomously while part of a larger team environment

• High level of initiative with ability to deal with multiple projects simultaneously and with conflicting priorities

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