ROLE DESCRIPTION Title: Administrative Coordinator Division: Regional Conferencing Location: Sydney, Australia Grade Equivalent: 3/4 Kind of Employment: Ongoing ANZSCO Code: Date of Approval: October 2016 Agency Website: http://www.destinationnsw.com.au 1. OVERVIEW Destination NSW is a Public Service Executive agency with responsibility for devising and implementing strategies to grow the visitor economy. Our particular focus is on driving tourism and acquiring and developing major sporting and cultural events for Sydney and Regional NSW. In addition, Destination NSW is the major investor in Business Events Sydney with the aim to secure more international conventions, incentive travel reward programs, corporate events and exhibitions for Sydney and Regional NSW. Destination NSW is headquartered in Sydney, with offices and representatives in Singapore, Hong Kong, Shanghai, Beijing, Chengdu, Guangzhou, London, Germany, Los Angeles, Auckland, Tokyo, Mumbai and Seoul. See http://www.destinationnsw.com.au for further details. VISION To make Sydney, and NSW, one of the world s most successful tourism and events destinations. MISSION To double visitor expenditure by 2020 and maximise the benefits of the visitor economy for NSW. CORPORATE GOALS Position Sydney and New South Wales as Australia s premier tourism and major events destinations Attract and secure high value Major Events Maximise yield and dispersal from the Visitor Economy Build a sustainable Events Calendar for NSW Create and sustain a high performance organisation STRATEGIC OBJECTIVES 1. Achieve visitor economy 2020 targets 2. Position Sydney and New South Wales as Australia s premier tourism and major events destinations 3. Develop the strongest and most compelling events calendar in Australia. 4. Ensure strong industry, stakeholder and customer engagement. 5. Deliver value in our partnership/co-op programs. 6. Attract and retain the best staff and build staff capacity and capabilities. 1
2. PURPOSE OF ROLE Provide a broad range of administrative services, leveraging business unit knowledge, to support the Regional Conferencing Unit's program of work and facilitate the delivery of business operations aimed at driving conferencing and business events growth in Regional NSW. Demonstrate exemplary customer service focus in all communications with key stakeholders and external clients to support the presentation of Destination NSW and the Regional Conferencing unit as professional and responsive 3. KEY ACCOUNTABILITIES KEY RESULT AREA % RESPONSIBILITY Role Specific KPI s Administration 70% Provide a range of administrative and support services to meet the business needs of the Regional Conferencing Unit as well as the wider Regional NSW team where necessary Respond to, and resolve customer enquiries and issues to ensure the provision of accurate information and the timely and effective resolution of issues Coordinate and manage the Unit s records and databases, complying with administrative systems, processes and policies, to ensure that all information is accurate, stored correctly and accessible Liaise with and work collaboratively with the Digital unit and other Destination NSW units to develop appropriately tested, reviewed and implemented digital content on the Meet in Regional NSW website aligning with overall business project plans. Review relevant research and assist in the preparation of research briefs as they pertain to the delivery of the strategic imperatives outlined in the Strategy & Action Plan for the Regional Conferencing Unit Priorities and information are managed efficiently and effectively Support and assistance provided in a timely and efficient manner within deadlines Enquiries and issues resolved and/or responded to and redirected for further response when required Information recorded is current and accurate Documentation is prepared accurately and delivered by the due date Travel requests and bookings completed according to approved processes Operational and Financial Management (including reporting) 20% Contribute to Destination NSW s strategic, operational and budgetary planning and management processes to achieve corporate and strategic objectives Develop and/or contribute to succinct, timely, informative and accurate briefings, papers and corporate reporting requirements Proactively suggest areas for improvement in internal processes along with possible solutions Undertake the correct and timely filing of documents using RM8 All internal and external reports delivered accurately and to deadline Adherence to all Destination NSW Policies and Procedures Improvements in internal processes are identified, recommended and followed up Filing of documents undertaken in accordance with required standards and policies 2
KEY RESULT AREA Stakeholder Relations Team Work and Collaboration % RESPONSIBILITY Role Specific KPI s 5% Establish and maintain effective relationships with internal and external stakeholders to ensure business activity is completed efficiently and professionally Update and ensure the CRM system accurately reflects internal and external customer details 5% Foster a collaborative team spirit focused on service delivery to both internal and external clients Proactively keep up to date with issues that may impact Regional Conferencing Actively participate as a team member across Destination NSW, contributing to and undertaking special projects and activities Promote teamwork and the collaborative achievement of a common purpose by encouraging all staff members to share information and ideas Provide additional support to the wider Regional NSW team, including the Regional Tourism Development Manager s where necessary and appropritate All issues regarding internal and external relationships raised and resolved promptly CRM system updated regularly with current and accurate data Contributes effectively to operations Gathers and shares market intelligence and participates in Destination NSW activities Collaboratively shares information and ideas 4. KEY CHALLENGES Delivering quality administrative services and negotiating workable timeframes, given competing client demands and priorities, the need to address unforeseen issues, the high volume of work and the need to work independently Being consistently customer-focused and frequently able to prioritise and manage multiple tasks/demands set by senior management including matters with critical turnaround times Assist with multiple tasks, competing priorities in relation to short term and longer term responsibilities, given the ad-hoc operational nature of some and the strategic importance of others. Taking a positive and strategic approach to challenges that are often of a complex and sensitive nature Maintain up to date knowledge of online trends and web based applications. 5. KEY RELATIONSHIPS REPORTS TO Manager, Regional Conferencing DIRECT REPORT/S Nil 3
INTERNAL Manager Regional Conferencing Business Development Officer Regional Conferencing Staff across Destination NSW EXTERNAL Event proponents, suppliers and third parties Relevant industry and government agencies 6. ROLE DIMENSIONS DIRECT REPORTS: BUDGET: Nil Nil 7. DECISION MAKING AUTHORITY DELEGATIONS N/A INDIVIDUAL DECISION MAKING Determines the priority of tasks and schedules within the general framework and timeframe determined by the Manager Regional Conferencing Exercises discretion in determining the approach to work and projects undertaken Works autonomously on a range of projects and initiatives IN CONSULTATION DECISION MAKING Consults with the Manager Regional Conferencing on complex issues, priorities and work Receives advice and guidance from the Manager Regional Conferencing concerning deliverables 8. ESSENTIAL REQUIREMENTS QUALIFICATIONS Tertiary qualifications in a relevant field and/or relevant work experience EXPERIENCE Advanced skills and experience in word processing, correspondence tracking, databases, electronic document management systems and financial budgeting systems, spreadsheets, presentation and electronic communication applications including MS Office software. 4
Demonstrated experience in customer service, ensuring requirements of both internal and external stakeholders are met in a timely and professional, engaging manner Experience in content management systems as well as organising content for digital delivery and a good understanding of search engine optimisation, online usability and accessibility. SKILLS AND COMPETENCIES Organisational and coordination skills with the ability to manage competing priorities Interpersonal skills including customer service and negotiation skills for liaising with internal clients and stakeholders Ability to source and research information, to identify key issues and summarise information to advanced MS Office skills and website administration experience 5
9. CAPABILITIES FOR THE ROLE The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework is available at www.psc.nsw.gov.au/capabilityframework. Below is the summary list of capabilities and the level required for this role. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities. NSW Public Sector Capability Framework Capability Group Capability Name Level Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Foundational Adept Foundational Foundational Foundational 6
Focus Capabilities- The focus capabilities for the role are those in which new occupant/s of the role must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the role s key accountabilities. NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators Personal Attributes Manage Self Relationships Commit to Customer Service Results Deliver Results Results Plan and Prioritise Adept Adapt existing skills to new situations Show commitment to achieving work goals Show awareness of own strengths and areas for growth and develop and apply new skills Seek feedback from colleagues and stakeholders Maintain own motivation when tasks become difficult Take responsibility for delivering high quality customer-focused services Understand customer perspectives and ensure responsiveness to their needs Identify customer service needs and implement solutions Find opportunities to co-operate with internal and external parties to improve outcomes for customers Maintain relationships with key customers in area of expertise Connect and collaborate with relevant stakeholders within the community Complete work tasks to agreed budgets, timeframes and standards Take the initiative to progress and deliver own and team/unit work Contribute to allocation of responsibilities and resources to ensure achievement of team/unit goals Seek and apply specialist advice when required Understand the team/unit objectives and align operationals activities accordingly Initiate and develop team goals and plans and use feedback to inform future planning 7
NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators Business Enablers Technology Respond proactively to changing circumstances and adjust plans and schedules when necessary Consider the implications of immediate and longer term organisational issues and how these might impact on the achievement of team/unit goals Accommodation and respond with initiative to changing priorities and operating environments Apply computer applications that enable performance of more complex tasks Apply practical skills in the use of relevant technology Make effective use of records, information and knowledge management functions and systems Understand and comply with information and communications security and acceptable use policies Support the implementation of systems improvement initiatives and the introduction and roll-out of new technologies 8