- Senior
- Office in Camperdown
- Full time, 12 month fixed-term opportunity for a Senior Manager, Change, Complaints Program to make a significant impact
- Manages the change and communications elements of the complaints strategic projects
- Offering a competitive remuneration package including 17% superannuation
About the opportunity
The University Complaints Management Project is an important initiative aimed at centralising, standardising and streamlining the complaints management processes throughout the University. As a result, we are seeking an experienced Senior Manager, Change, Complaints Program to ensure effective communication and change planning, resource utilisation, and stakeholder collaboration across the various aspects of this program.
Working closely with the Executive Director, Complaints, the Director, Complaints Technology Solution, stream leads, and other project SMEs, you will play a key role in supporting business areas and leaders with their readiness toward the adoption and implementation of new university-wide complaints management systems and processes. Your key responsibilities will be to:
- develop a clear understanding of the existing complaints management systems and processes in place
- identify and manage project interdependencies to deliver coordinated and effective planning and messaging
- provide change management leadership and guidance
- establish and manage change and communications plans for the project
- report on ongoing monthly deliverables for change management and communications planning to steering committees, stakeholders and SMEs
- review and revise existing process flow charts from different business units, to produce different options for operationalising new complaints management systems and processes (considering partially and fully centralised options)
- support leaders in faculties and schools to build capability in using the new systems and building confidence in their understanding of changes to process
- partner with SMEs in DVC portfolios and VP Operations portfolios to ensure optimal resource allocation, scheduling, and tracking timeline and progress to meet change and communications milestones.
About you
- extensive experience in managing change elements for multiple projects or large complex projects within a multi-faceted organisation (higher education sector is favourable)
- proven success is change management and communications planning, supporting the delivery of key process or system changes at a large-scale organisational level
- experience in managing change governance, reporting, risk mitigation and data integrity
- capability in providing leadership and guidance to a high-performing team of professional project practitioners
- ability to operate with tact and professionalism at a senior level
- outstanding influencing skills to provide insights and recommendations
- elevated ability to build and manage trusted working relationships, with a range of internal and external stakeholders
- experience managing budgets and controlling expenditure.
Sponsorship / work rights for Australia
You must have unrestricted work rights in Australia for the duration of this employment to be eligible to apply. Visa sponsorship is not available for this appointment.
Pre-employment checks
Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.
EEO statement
At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTQIA+. We welcome applications from candidates from all backgrounds.
We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Platinum Employer. Find out more about our work on diversity and inclusion.
How to apply
Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page.
For employees of the University or contingent workers, please login into your Workday account and navigate to the Career icon on your Dashboard. Click on USYD Find Jobs and apply.
For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Nayomi Siriwardane, Recruitment Operations by email to [email protected].
© The University of Sydney
The University reserves the right not to proceed with any appointment.
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Applications Close
Friday 24 October 2025 11:59 PM Apply Now
