Shared Services Team Lead 20170814

Overview of position

The role of the Shared Services Team (SST) Lead is to manage the performance (service, productivity and quality) of a team of SST Members delivering day to day services to members and Branches of United Voice. The SST Lead will provide high quality and consistent advice and support in a cost effective and efficient way, to positively impact on Branch effectiveness, efficiency and confidence. They will supervise the administration of the end to end membership transactional activities. The SST Lead will actively engage in the continuous improvement of the SST.

The SST will provide a shared business environment for the Branches of United Voice. The business environment will continuously enhance service, compliance and productivity. The primary goals for the SST include:

  • Integrate people, processes, and technology to provide an agreed level  of service to the Branch;
  • Create a collaborative environment where trusted relationships and teamwork are encouraged between the Branches and the SST to further United Voice’s vision and goals;
  • Create an organisational structure that balances strategic and operational efforts and that promotes efficiencies;
  • Take a member-focussed approach to member interactions;
  • Ensure consistent application of procedures and processes to ensure quality service provision and data quality;
  • Reduce unnecessary costs.


The duties of this position are:

  • Deliver a quality and professional service to all members and Branches of United Voice.
  • Manage a team of SST Members to ensure the team meets its objectives.
  • Provide a role model for team members and coach and develop individuals to ensure they reach their maximum potential.
  • Supervise the delivery of end to end membership transactional administration activities.
  • Monitor and evaluate the performance levels within the team with a view to identifying ways of improving performance levels.
  • Develop and maintain constructive working relationships with the Branch Executives and Branch staff with a focus on delivering on service expectations, adding value to Branch operations and problem solving.
  • Monitor, and where appropriate, develop policies and Standard Operating Procedures to ensure high quality and consistent service delivery.
  • Plan resource needs and manage workload distribution, allocation of tasks and monitor service levels.
  • Ensure workflow processes are actioned in a timely and consistent manner.
  • Monitor the membership database system to ensure quality of data and take steps to enhance where possible.
  • Monitor escalation of queries to improve service and support.
  • Develop, plan and deliver team induction and ongoing training.
  • Deal effectively with member complaints and service related issues, liaising with Branch staff where appropriate.
  • Undertake any project work relevant to the activities of the Shared Services Team as requested by the National Assistant Secretary.
  • Adhere to existing working practices, methods, procedures, undertake relevant training and development activities and respond positively to new and alternative systems.
  • Maintain confidentiality and observe data protection and associated guidelines.
  • Carry out any other reasonable duties and responsibilities within the overall function, commensurate with the grading and level of responsibilities of the post.


Standard hours 7 hours per day/35 hours per week with the option to work an extra 20 mins per day for an RDO per month. Daily hours of operation are 8:30 am to 8:00 pm Western Standard Time/Western Daily Standard Time Monday-Friday. This position will be required to work as part of a roster which ensures coverage of the operational hours.

Selection Criteria

The skills required for this position are:

  • Demonstrated experience in the development and implementation of strategic and operational plans;
  • Experience in leading and managing high performing teams;
  • Experience in working in a shared services environment;
  • Experience of training and developing team members;
  • Excellent knowledge of database systems and capacity to maintain them;
  • Good verbal and written communication and liaison skills, including the ability to formulate effective database policies and procedures;
  • Strong stakeholder management skills;
  • A commitment to the United Voice’s values

When applying please ensure you include

Cover letter


Additional document addressing the selection criteria

Completed applications to be sent to: Julie.sprake@unitedvoice.org.au

Salary: $ 81,039

View more job listings »


United Voice

Closing Date

Monday, August 28, 2017

Closing Time

06:00 PM


303 Cleveland St
Redfern, NSW 2016

Google map and directions

Contact Name

Julie Sprake

Contact Email

Contact Phone

8204 3000

Share this job listing