Department of Communities and Justice
Senior Manager, Proactive Customer Management
🇦🇺Parramatta, New South Wales, Australia8 days ago
A$150K – A$173KSeniorFull Time
Are you a dynamic leader with a passion for delivering high-quality customer service and driving continuous improvement? We are seeking a Senior Manager for our Proactive Customer Management team within Estate Management. Join us in supporting the rights, welfare, and interests of the people of NSW, including some of the state’s most vulnerable.
About us
At NSW Trustee and Guardian our purpose is to support the rights, welfare, and interests of the people of NSW. The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions. We do this by providing a range of customer-centred services, including Will-making, trustee, financial management and guardianship services, including some for the state’s most vulnerable people.
We support over 50,000 customers annually and manage almost seven billion dollars in customer assets. A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives.
Our commitment to diversity
Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.
About the team
NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s financial affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our Foundation and Independence Team, Proactive Customer Management Team and Customer Independence and Support Team.
The Proactive Customer Management Team is responsible for complex and critical estates and engages with our financial management customers and their families when making financial decisions on their behalf, including the development and review of financial strategies and budgets.
About the role
As Senior Manager, Proactive Customer Management, you are expected to lead and inspire a team to deliver high-quality, customer-focused financial management services. You will foster a culture of continuous learning and best-practice service, provide strategic advice to leadership, and collaborate across the business to build responsive and high-quality practice standards. Your leadership will ensure consistent, customer-centred financial management and drive positive outcomes for some of NSW’s most vulnerable people.
You will be responsible for developing, reviewing, and implementing financial management policies, procedures, and systems that support effective service delivery. This includes ensuring your team stays current with relevant legislation and protocols, overseeing service delivery in line with annual budgets, and establishing robust quality assurance frameworks. Managing feedback, complex complaints, and compliance with standards and guidelines is central to maintaining excellence and minimising risk.
The role also expects you to drive continuous improvement through data analysis and proactive stakeholder management. By identifying trends and opportunities, you will enable insightful reporting and cultivate a culture of enhancement. Building strong relationships with internal and external partners is key to ensuring seamless service and positive outcomes for customers and the community.
For more information about the position, view the role description.
About you
You are an experienced, values‑driven leader with a genuine commitment to developing people and building high‑performing, engaged teams. You bring demonstrated capability in leading, mentoring, and coaching managers and staff, fostering a culture of accountability, trust, and continuous learning. You lead with integrity and empathy, creating an environment where people feel supported to grow, perform at their best, and deliver consistently high‑quality outcomes.
With a strong customer‑centred mindset, you balance strategic thinking with operational excellence. You are confident providing clear, evidence‑based advice to senior leaders and can effectively navigate complex operational, policy, financial, and compliance environments. Your well‑developed analytical skills enable you to interpret data, identify risks and opportunities, and drive informed decision‑making, while your communication skills allow you to translate complexity into clear, practical guidance.
You are collaborative, proactive, and solutions‑focused, building strong relationships with internal and external stakeholders through open communication and constructive feedback. You thrive in dynamic, service‑focused environments and are passionate about continuous improvement, quality assurance, and empowering others to deliver responsive, compliant, and customer‑focused services that make a meaningful difference.
Sound like you? We would love to hear from you!
Essential requirements
Key Knowledge and Experience
What we offer
NSW Trustee and Guardian offer interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:
Be part of something bigger. For more information about joining us, visit the Careers page on our website.
How to apply
To apply for this role:
Read: writing your job application for tips on the application process.
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice applications and interview questions based on the focus capabilities listed in the role description.
Closing date:
Applications close 11:59pm, Sunday 31st May 2026.
For enquiries about the role, please contact Sai Ravi, Director – Estate Management, via email: Sai.ravi@tag.nsw.gov.au.
For enquiries about the recruitment process, please contact Ashly Dahdal- Talent Advisor via email: ashly.dahdal@tag.nsw.gov.au
Please do not send your applications directly via email, LinkedIn, or SEEK. Only applications submitted via the online portal will be accepted.
Please note:
Thank you for your interest in this role. We look forward to receiving your application.
