Department of Employment and Workplace Relations (DEWR) – Sydney NSW

Reporting to the Director, the Business Process Manager leads a team responsible for driving business process improvement, project delivery and organisational change across the Contact Centre Branch.

This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. The role provides strategic leadership, manages key stakeholder relationships, and ensures business improvement initiatives deliver sustainable operational, service delivery and customer outcomes aligned with departmental priorities.

The key duties of the position include:

Responsibilities of the Business Process Manager may include:

- Lead the development and implementation of business process improvement strategies, ensuring alignment with branch priorities, organisational objectives and employment services reform outcomes.
- Oversee the analysis, design and optimisation of business processes, driving continuous improvement initiatives that enhance operational performance, service delivery, customer experience and business capability.
- Provide strategic leadership and high-quality advice on complex business, operational and program issues, applying sound judgement to support informed decision-making and organisational outcomes.
- Provide product ownership and strategic direction for designated business systems, processes and service capabilities, including prioritisation, stakeholder engagement, continuous improvement and benefits realisation.
- Lead the planning,



governance and delivery of business improvement projects and change initiatives, managing risks, dependencies, resources and competing priorities.
- Establish and maintain effective partnerships with operational, program, policy and corporate stakeholders, influencing outcomes and fostering collaboration across diverse business areas.
- Lead the development of business cases, executive briefings, governance papers, reports and recommendations to support senior executive decision-making and strategic planning.
- Drive a culture of innovation, continuous improvement and evidence-based practice through the use of data, insights, process improvement methodologies and emerging technologies.
- Monitor, assess and manage strategic and operational risks associated with business processes, projects and organisational change initiatives, implementing appropriate mitigation strategies and governance controls

Eligibility

Please note, under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency delegate has agreed, in writing.

This is a designated security assessed position. The successful candidate will have the ability to obtain and maintain a Baseline security clearance.





This selection process may be used to establish a merit pool. The pool might be accessed to fill ongoing and non-ongoing vacancies for similar roles in the Department over the next 18 months.

Getting to know the Department of Employment and Workplace Relations (DEWR)

We are the department that helps job seeking Australians find safe, secure, and well-paid work while we ourselves strive to be a model employer. We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or retraining to take advantage of emerging employment opportunities.Secure jobs are vital—driving future economic growth and providing people with the certainty. We focus on connecting Australians who are starting, advancing or changing their career with the relevant skills, knowledge and experience to gain or regain employment.Our work directly contributes to shaping the employment landscape. It is our unique purpose to help people realise their potential and we want you to be part of it.Underpinning our important work is our focus on culture. We recognise that how we do things is equally significant as what we achieve. Our workplace is one where different perspective are encouraged, people feel a sense of belonging and draw on the expertise of their peers. Our people demonstrate the APS Values, which includes being open, thoughtful, curious and candid. We also value employee wellbeing and developing leadership through investment in capability.

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📌 Business Process Manager (New South Wales)
🏢 Department of Employment and Workplace Relations (DEWR)
📍 New South Wales