Manager Practice Development and Continuous Improvement

Manager, Practice Development & Continuous Improvement Clerk Grade: 11/12 Employment Type: Temporary – 4 Months Location: Sydney CBD (McKell), Parramatta (4PSQ) or Gosford. Other NSW Fair Trading locations may be considered. Office attendance required 2–3 days per week. This role sits within the NSW Fair Trading Division in the Regulatory Education and Strategic Priorities team. An exciting opportunity has arisen within NSW Fair Trading for a Manager, Practice Development & Continuous Improvement. We’re seeking a strong and motivated leader with significant experience in driving continuous improvement and developing best practice operational approaches. You will lead the development and continuous improvement of operational practices to embed best practice, consistent, efficient, and scalable ways of working across the organisation. Additionally, you’ll promote a culture of learning and innovation by shaping frameworks that support service quality, regulatory compliance, and capability uplift. Be Part of the Future of Fair Trading NSW Fair Trading is working to ensure safe marketplaces for goods, services and homes in NSW. At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive. We’re creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve. This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW. If you’re someone who: • Thinks deeply about the needs of people and communities • Is motivated by great outcomes, not just processes, and • Wants to be part of an organisation that’s transforming how regulation works — …then there’s a place for you in our future. Join us as we build a Fair Trading that’s fit for the future — one that’s customer-centred, evidence-driven, and proudly focused on public value. What You’ll Do:

• Lead and drive continuous improvement initiatives that improve the experiences of customers and businesses who interact with NSW Fair Trading Shape and embed consistent operational practices that enhance efficiency, scalability, reduce duplication, and align with organisational priorities, compliance obligations and risk settings. - Develop and govern best practice frameworks and documentation that support clarity, consistency and continuous improvement across operational functions through practical tools such as standard operating procedures (SOPs), process guides and toolkits that enable consistent, customer-centric ways of working across the organisation. - Develop and maintain quality frameworks that set clear performance expectations and drive continuous improvement across operational teams. - Lead collaborative design and testing of new practices to ensure solutions are practical, scalable and informed by frontline experience and subject matter expertise. - Foster a culture of continuous improvement by building strong partnerships and Communities of Practice (CoP) that promote knowledge sharing, professional development, innovation, and evidence-based enhancements to operational practices and performance. - Develop and lead a high-performing team, fostering a collaborative, inclusive, and outcomes-focused culture aligned with organisational values. To Be Successful in This Role You Will Have:
• Tertiary qualifications in business, public administration, organisational development or a related discipline, or equivalent professional experience. - Demonstrated experience in continuous improvement, designing and embedding operational practices, process improvement frameworks or service delivery models in complex environments. - Strong understanding of regulatory, compliance and policy frameworks and their application in operational settings. - Proven ability to lead co-design initiatives and engage diverse stakeholders to develop practical, scalable solutions. Experience in facilitating Communities of Practice or similar peer learning and collaboration initiatives

Salary Grade 11/12, with the base salary for this role starting at 154231 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Francis Wen via francis.wen@customerservice.nsw.gov.au.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Tuesday 14th of July, 2026 (at 9:59am)

Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

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