eneral Manager, Support Services Performance and Customer Experience

The General Manager, Support Services Performance and Customer Experience contributes to the strategic direction and performance of St John of God Health Care (SJGHC) by providing leadership across customer experience, service performance and customer relationship management.

The role is responsible for strengthening the effectiveness, efficiency and responsiveness of Group Services functions, ensuring hospitals, services and executives receive high-quality support that enables the achievement of organisational objectives. The role also leads the development of customer insight, service performance frameworks and executive and Board reporting to drive continuous improvement, accountability and informed decision-making across SJGHC.

Strategic Leadership

• Provide strategic leadership and support to Group Services to improve the effectiveness, efficiency and customer experience of Group Services Support Services across SJGHC.

• Partner with the Group Chief Executive Officer, Executive Team, hospitals and services to identify opportunities to enhance service delivery, strengthen customer outcomes and improve organisational performance.

• Lead the development and implementation of service improvement initiatives, ensuring Group Services Support Services are aligned to organisational priorities, customer needs and operational requirements.

• Establish and maintain performance measures, benchmarking frameworks and customer insights to assess service effectiveness, identify improvement opportunities and drive continuous improvement across Group Services Support Services.

• Promote the adoption of contemporary and best-practice service delivery models and systems, balancing customer expectations, organisational priorities, risk and resource constraints.

• Support the development of Executive and Board reporting frameworks that provide meaningful insights into service performance, customer outcomes, key risks and opportunities for improvement.

• Foster collaboration and constructive relationships between Group Services Support Services and hospitals/services to strengthen service delivery, transparency, accountability and organisational effectiveness.

• At all times model behaviour consistent with organisational values, including demonstrating accountability and ethical decision-making.

Management

• Foster a customer-focused culture across Group Services Support Services, ensuring services are supported in a responsive, professional and solutions-oriented manner.

• Build and maintain effective working relationships with Group Services leaders, hospitals, services and other key stakeholders to support service delivery outcomes.

• Develop, maintain and monitor all Service and Operator Level Agreements for all Group Services Support Services.

• Oversee the operation of customer feedback, issue resolution and escalation processes, ensuring concerns are addressed appropriately and opportunities for improvement are identified.

• Provide advice and support to Group Services leaders in relation to service delivery performance, customer issues and improvement opportunities.

• Monitor service delivery outcomes and customer feedback to identify emerging trends, risks and opportunities requiring management attention.

• Ensure risks to current and future service delivery are identified, assessed and managed through appropriate mitigation strategies.

• Provide expert advice to the Group Chief Executive Officer on matters relating to customer experience, service performance and Group Services Support Services effectiveness.

• Drive an aligned approach to performance measurement and reporting, including the development of key performance indicators, dashboards and reporting frameworks that support effective decision-making by the Executive Leadership Team and Board.

• Lead the development and continuous improvement of executive performance reporting frameworks ensuring reporting is streamlined, meaningful, data-driven and focused on strategic outcomes, risks, opportunities and organisational performance.

• Oversee the administration and governance of SLA, ensuring agreed service commitments, deliverables and performance expectations are monitored and reported.

• Facilitate collaboration between Group Services Support Services and operational leaders to support resolution of service issues and continuous improvement of customer outcomes.

• Ensure services are delivered in accordance with agreed performance standards, outcomes, timelines and budget requirements.

• Allocate and manage financial, human and other resources to achieve agreed objectives and deliver value to the organisation.

• Ensure caregivers are supported, developed and held accountable for achieving agreed objectives and maintaining high standards of performance.

• Promote a safe, inclusive and respectful workplace that supports caregiver wellbeing, engagement and achievement.

St John of God Health Care embraces diversity and strongly encourages applications from Aboriginal and Torres Strait Islander peoples and people with disabilities. We are committed to providing a safe environment for all children and vulnerable people in our care and proactively take measures to protect children/vulnerable people from abuse.