Elements and Performance Criteria
- Monitor and improve workplace operations.
- Monitor efficiency and service levels through close contact with day-to-day operations.
- Ensure workplace operations support overall organisational goals and quality assurance initiatives.
- Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals.
- Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations.
- Provide feedback to colleagues and management to inform future planning.
- Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.
- Assess and respond to opportunities to improve sustainability of day-to-day operations.
- Plan and organise workflow.
- Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints.
- Delegate work according to principles of delegation.
- Assess workflow and progress against agreed objectives and timelines.
- Assist colleagues in prioritising workload through supportive feedback and coaching.
- Provide timely input to appropriate management regarding staffing needs.
- Monitor and support team members.
- Monitor team and individual performance against agreed goals and objectives.
- Proactively share information, knowledge and experiences with team members.
- Challenge and test ideas within the team in a positive and collaborative way.
- Provide feedback, coaching and support to team members.
- Complete and submit organisation records as required.
- Solve problems and make decisions.
- Identify and analyse workplace problems from an operational and customer service perspective.
- Initiate short-term actions to resolve immediate problems where appropriate.
- Analyse problems for long-term impact, and assess and action potential solutions in consultation with relevant colleagues.
- Where a team member raises a problem, encourage individual participation in solving it.
- Take follow-up action to monitor effectiveness of solutions.