Associate Director, Process Excellence

Associate Director Process Excellence

The Process Excellence and Automation teamwithin NSW Department of Customer Service (DCS) is currently seeking a SeniorManager to join their team!

Benefits

• Temporary clerk grade 11/12 opportunity until November 2027.
• Genuinely hybrid working arrangements two days per week on site.
• Modern offices in Sydney CBD andParramatta
• Wellbeing programs and resourcesavailable.
• Excellent career development and learningdevelopment opportunities.

About the Role:

Lead a dynamic and passionate team ofexperts delivering Process Excellence initiatives across the Department ofCustomer Service (DCS). This is an exciting opportunity to leverage yourleadership skills and experience to drive process redesign and automationsolutions ultimately transforming outcomes for NSW public customers.

About Us:

The Process Excellence and Automation(PE&A) team is a highly successful transformation team delivering a pipelineof process improvement projects across government services and functions. Theteam identifies and designs solutions to solve strategic business problems forany agency within the DCS portfolio.

Primary purpose of the role:

DCS is a combination of customer facingservice providers and internal support services all of which face strategicbusiness problems and opportunities. The Associate Director Process Excellence leadsthe design development and delivery of the process improvement methodology andprogram of projects by managing a team of lean six-sigma experts and buildingstrong relationships with DCS agency executives.

The role supports the Director of PE&Ain identifying prioritising and designing the implementation of solutionsthat align with NSW Government commitments to its customers and staff. Thisrole also collaborates directly with the Intelligent Automation team toleverage our in-house technology tool-stack (AI robotics and workflow systems)as a component of optimising processes.

Your responsibilities will include:

• Lead and manage a team of Lean and SixSigma experts to conduct process diagnostics to identify opportunities forimprovement and develop implementation roadmaps.
• Ensure PE&A effectively implementinitiatives using best practice lean methodologies project management andstakeholder engagement.
• Responsiblefor the team delivering end-to-end process initiatives including scopingbusiness case development data analysis stakeholder management processdesign/re-engineering benefits management change management and facilitatingcross-functional workshops.
• Oversee the administration of processmodelling according to BPMN standards using the government best practice tools.
• Support DCS Agencies in enhancing theirknowledge and capabilities in Continuous Improvement.
• Collaborate and consult across all levelsof government to drive strategic transformation initiatives that realise benefits.

About you:

• A Bachelors degree or related certification with a minimum of 5-10 years work experience in Process Transformation leadership ideally in government customer service or operations.
• Strong leadership skills to lead and coach the Process Excellence team and to provide operational advice to DCS on strategic process improvement plans.
• Lean Six Sigma Green / Black Belt (highly regarded)
• Extensive experience in complex transformation programs including facilitation of executive-level workshops driving innovation and commitment to collaboration.
• Demonstrated ability to identify prioritise design and implement effective solutions that deliver organisational objectives.
• Excellent communication and stakeholder engagement skills with the ability to translate complex concepts into actionable strategies and advice.

We value diverse experiences. Even ifyoure not sure you meet all requirements we encourage you to apply.

If you want to be part of this forwardthinking innovative team that thrive in challenging the status quo to transformgovernment services we would love to hear from you!

What we need from you:

To start your journey towards becoming our AssociateDirector Process Excellence please click on the link below and attach yourresume (max 4 pages) and cover letter (max 2 pages).

In your cover letter please share yourmotivation for applying for this position and your relevant skills.Please include a response to the targetedquestions below in no more than 600 words.

Targeted Questions:

1. Describe a time when you led a team ofprocess improvement specialists delivering multiple projects concurrently.
2. In past roles how have you successfullycollaborated with a diverse range of stakeholders to achieve a significantbenefit

For any enquiries about the role please contact Shan SharmaDirector Process Excellence & Automation

Salary Grade 11/12 with the base salary for this role starting at $154231 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Rodrigo Sandoval via

Visit the Capability Application Toolto prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date:Friday September 11th 2026 at 10:00 am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service digital transformation and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates including individuals with disability. If you require an adjustment during the recruitment process including alternate formats or have questions about the support available please contact Talent Operations onor .

For more information please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

Required Experience:

Director