Manager (Capability, Engagement and Learning)

The Capability, Engagement and Learning team within the Department of Customer Services, Open Data and Small and Family Business provides support to frontline staff working across the Service Centre Operations division to deliver valued products and services to customers. As a key member of the team, you will lead a talented, multi-disciplinary team who champion the needs of the division and customers through collaborative engagement with a wide range of internal and external stakeholders involved in developing new policies and procedures, ensure our frontline staff are provided with accurate and timely information they need to succeed in their roles and meet legislative obligations and develop and implement innovative training programs to increase the overall capability of the division and its ability to adapt for the future.As The Manager (Capability, Engagement And Learning), You Will Lead and manage a multi-skilled team to: Liaise, consult and negotiate with policy divisions and external stakeholders including the Queensland Police Service and other public and private sector agents on amendments to legislative, regulatory or policy framework. Lead the implementation of policy initiatives and changes affecting Service Centre Operations, including determining delivery approach and development of new policy and procedures. Develop innovative, cost effective and omni-channel training programs and materials for a broad range of employees to support the delivery of a valued service to customers. Provide expert advice to senior management, internal/ external agencies and industry on developments that may create changes to the service delivery network and build support for proposed changes. Manage the development and maintenance of the knowledge management systems and lead the relationship with external vendors. Manage the identification and resolution of statewide service delivery issues relating to policy and procedures to respond to emerging service delivery policy issues, including: deficiencies in current policy and procedures. implications of policy and procedural issues. providing expert advice and support to the external service delivery network. identify, evaluate and implement business improvements. recommend priorities for the programmed review of policy and procedures. undertake business process review projects. identify current and future training needs of employees and recommend innovative and cost-effective solutions. Prepare correspondence, reports, briefing notes, submissions, evaluations and other correspondence in accordance with departmental standards to effectively respond to enquiries and support decision making. Represent the Service Centre Operations and CDSB to influence policy and strategy development for the department to ensure achievable implementation across the service delivery network. Promote and support a workplace culture of equity, diversity, respect and inclusion, and proactively manage the work performance and personal conduct of your staff.Applications to remain current for 12 months.Job Ad Reference: QLD/671113/25Closing Date: Thursday, 04 December 2025Occupational group Education & Training