Manager - Project, Governance and Operations

Responsibilities

• Lead end-to-end complaint management procedures, including establishing formal internal processes, frameworks, and operating practices.
• Manage the daily triage and allocation of complaints, assessing complexity, risk, and priority to ensure timely resolution.
• Coordinate business planning activities and monitor progress against agreed priorities.
• Drive continuous improvement initiatives and identify opportunities to optimize processes, systems, and ways of working.
• Manage Board, government, and compliance reporting by analyzing complaint data to identify trends, risks, and insights.
• Provide oversight of technology and data systems, acting as a data steward to ensure strong governance and integrity.
• Support the use of artificial intelligence to strengthen internal workflows and operational effectiveness.

Requirements

• Relevant tertiary qualifications or demonstrated equivalent skills, knowledge, and experience.
• Outstanding written and verbal communication skills with the ability to engage effectively with diverse stakeholders.
• Strong research, organizational, and problem-solving skills to navigate complex issues.
• Significant experience in influencing and negotiating at a senior level.
• Expert knowledge of business planning and project management principles.
• Experience managing complex workflows and maintaining structured record management systems.

About the Company

ABC is Australia's national broadcaster, committed to providing high-quality content and serving the diverse needs of the Australian community. We foster an inclusive workplace and encourage applications from Indigenous Australians, people from diverse cultural backgrounds, people with disability, and LGBTIQA+ individuals.