The key duties of the position include:

The Role

The Operations Support Team Leader provides support to the Operations Manager, who serves as a single point of contact for escalated transition matters. The Operations Support Team Leader manages the Respect and Recognition function within Transition Service Delivery, including management of the integrated team who prepare Certificates of Service.

The Operations Support Team Leader also has a supervisory function of the Transition Service Delivery Quality Manager. The Quality Management function ensures quality of service delivery in the Transition Centres, supporting the Director through the Operations Officer.

The APS 6 Operations Support Team Leader is required to:

- Manage sensitive and difficult problems relating to member service.
- Negotiate with stakeholders to resolve conflict in escalated cases.
- Liaise with internal and external stakeholders to ensure positive member outcomes in line with policy directives.
- Manage complex relationships and escalated enquiries/cases and issues.
- Analyse data to assess service standards and ensure that service standards are met.
- Conduct quality assurance and quality control on products and process.
- Implement changes based on feedback to maintain or improve customer service standards.
- Provide quality program, service or policy interpretation to members and stakeholders.
- Transition Service Delivery positions, including the APS 6 Operations Support Team Lead, have operational requirements for office based work.

About our Team

Transition from a military service-centred life, to a predominantly civilian life, is a journey that all Australian Defence Force (ADF) members and their families will undertake. The Department of Defence (Defence) recognises that every transition journey is unique and,



through the Joint Transition Authority (JTA), delivers an extensive program of supports that acknowledge people as Defence’s most important capability.

The Joint Transition Authority (JTA) supports ADF members and their families to be better prepared for, and achieve positive outcomes from, their transition journey. Partnered with DVA and CSC, the JTA executes this mission through multiple lines of effort that support ADF members, families, and commands.

Transition Service Delivery (TSD) is the Directorate within the JTA that provides a range of transition support services to members and their families as part of the Defence Force Transition Program (DFTP). The key role of the Transition Centre is to support the member and their family, supporting early planning, goals and referrals to employment and meaningful engagement opportunities.

The JTA Operations Cell supports the escalation process and enables Transition Service Delivery across JTA’s Transition Centre locations. As a contact point for Transition Centres and other stakeholders, the Ops Cell provides a centralised escalation and support mechanism for sensitive, complex, and unique issues that arise in Transition Centres, ensuring matters are prioritised and resolved swiftly.

Within the Ops Cell, the APS 6 Operations Support team leader contributes to the JTA mission by supporting whole of Directorate communications, quality oversight, and respect and recognition artefacts.





Our Ideal Candidate

We are looking for an experienced and adaptable leader who builds productive stakeholder relationships, confidently negotiates outcomes and constructively manages competing priorities. You will have demonstrated experience leading teams, managing performance and fostering a supportive environment that prioritises individual and team wellbeing.

With robust attention to detail, you will understand that meeting compliance requirements is only the starting point and will actively pursue high-quality outcomes. You will be comfortable navigating change and bring sound judgement, empathy and professionalism when working with vulnerable people and/ or Australian Defence Force members.

Eligibility

Security Clearance:

Applicants must be able to obtain and maintain a security clearance at “Negative Vetting Level 1”.

Getting to know the Department of Defence

The Department of Defence employs around 18,000 Australian Public Service (APS) employees. Defence APS employees work in a wide variety of critical roles, Australia wide, enabling our three services Navy, Army and Air Force, to do their job. Defence has a range of Australian Public Service (APS) career opportunities that offer interesting, challenging, and unique work. Our workforce includes administrative support, accountants, intelligence analysts, engineers, policy advisors, graphic designers, lawyers, social workers, IT specialists and contract managers to name a few. We offer a rewarding career that includes professional development, work-life balance, recognition, a flexible and supportive work environment and a diverse workforce. To find out more about a career with Defence please visit https://www.defence.gov.au/jobs-careers

📌 Operations Support Team Leader (Australian Capital Territory)
🏢 Department Of Defence
📍 Australian Capital Territory