Late last year I completed a job application for a client applying for a role within the Australian Public Service (APS) as a Team Supervisor using the Leadership Framework in addressing the selection criteria. This client was successful in gaining a job interview. Six criterion required addressing up to half a page in length for each. The selection criteria included: Supports Strategic Direction; Achieves Results; Supports Productive Working Relationships; Exemplifies Personal Drive and Integrity; Communicates with influence; and Conceptual and Analytical Skills. Following are excerpts from three of these criteria.

Supports Strategic Direction:

I have a strong record of involvement in strategically planning and developing innovative business improvements. I have suggested new ways of doing things in order to improve on business process which have resulted in their implementation and led to increased productivity and efficiency. Whilst employed with ABC Pty Ltd, I was invited to be part of team to undertake an extensive strategic project that would lead to a reduction in errors, improvement in processing, and a reduction in turn around times between receipt of discharge request and settlement date. I conducted research on statistical data, data quality, task analysis, and work load management. Working collaboratively with the project team, we decided that a Discharge Officer’s day should be divided into three processing phases. This would enhance the processing of discharges and provide a smoother, timelier, error free and more cost effective processing method. This system enabled the staff to plan their workload more effectively and allowed them to complete all their allocated work accurately and within desired timeframes. Furthermore, the value in changing the system was the fact that as well as more in depth knowledge of departmental processes, it would further provide the opportunity to help improve our error rate, turn around times, KPIs, service level agreements, and customer satisfaction.

Supports Productive Working Relationships:

I encourage a high level of performance from team members and of myself, and I work in a collaborative and participative manner in order to achieve goals. I work with my peers to identify and agree on work plans and individual performance criteria. I attend regular meetings with team members to discuss the individual progress of specific tasks, identify and jointly resolve issues as they arise, and continually provide constructive feedback on performance. These meetings provide the opportunity to review the team’s developmental goals and assist individual’s goals where required. I provide feedback, motivation, coaching, recognition and praise. With regard to coaching, it is a technique I use regularly to assist team members to develop their analytical and problem solving skills. Essentially, I assist them to work through the problem until an appropriate solution is apparent to them. I respect and support the development of staff and inspire and motivate staff through a high level communication, presentation and interpersonal skills. As a result I have received several awards in recognition of outstanding service. Two of the most recent awards gained at ABC Pty Ltd include: the Professional Excellence Team Management Award in recognition of excellence in customer service and commitment to values; and the Living the Values Award in recognition of extraordinary service to my fellow team members and internal customers.

Conceptual and Analytical Skills:

I undertake routine problem solving and troubleshooting activities on a daily basis. I possess a keen eye for detail, an understanding of how processes work, and how to quickly and efficiently resolve problems through process analysis and systematic thinking. I always endeavour to find and implement a resolution that is beneficial to both the organisation and stakeholders involved. In all the positions I have held within the banking industry it has been my responsibility to understand the culture and its impact on organisational policies and processes. This is essential when providing innovative solutions to complex problems. In one instance I dealt with a customer who held concerns with their home loan and line of credit. I asked the customer a number of probing questions in regards to their home loan and line of credit and simultaneously checked the bank’s systems for account status. Once I had established that these accounts were out of order, I then consulted the relevant policy and followed the process with the customer and our collection team. The final outcome for the customer was a positive one – they kept their house and maintained a strong credit rating, in addition to not having a negative record on our system. Throughout the entire process I followed bank policy and procedure assisting in the prompt resolution of the problem.

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Annie Cerone