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Job Vacancy
Case and Quality Assurance Manager: LE 7
Annual Salary: RMB 240,001 – RMB 273,124
The role of the Australian Government’s Department of Immigration and Citizenship (DIAC) is to enrich Australia through the well managed entry and settlement of people. The Australian Visa Office in Beijing forms an integral part of DIAC’s operations in China.
The Visa Office in Beijing has a vacancy for an Expatriate Level 7 position. This position is available to expatriate staff who are able to obtain an Australian security clearance. This selection exercise may also be used to establish an order of merit for any future vacancies that arise in the next 12 months at the Expatriate LE7 and LE6 levels.
The successful applicant will fill the position of Case and Quality Assurance Manager in the Visitor Visa section. The Case and Quality Assurance Manager works as a senior member of a team under the general direction of an Australian-based officer of the Department. The Case and Quality Assurance Manager works closely with the LE7 Program Manager to lead a team in delivery of Beijing’s visa caseload. Among other duties, the Case and Quality Assurance Manager is responsible for making delegated decisions on a range of visa applications; training and supporting staff in visa assessments; and ensuring the caseload is delivered with high standards of client service and quality visa decisions. The Case and Quality Assurance Manager is also responsible for dealing with complex, sensitive and urgent client enquiries.
A high level of written and spoken English language skill is essential to the position.
High level communication skills in written and spoken Mandarin are also desirable.
All relocation costs are at the expense of the successful candidate, including travel, personal effects and accommodation in Beijing.
For information on the position please contact Michelle Taylor at michelle.taylor@dfat.gov.au
Please email your application addressing the Selection Criteria by close of business on Monday 9 June 2008 to the Human Resources Section of the Australian Embassy, Beijing at: hr.beijing@dfat.gov.au
Consideration will be limited to those applications which address the selection criteria. Applications must include:
- A statement (no longer than four typed pages) addressing each of the selection criteria separately.
- Curriculum vitae.
Please see the attachment below for the job description and selection criteria.
Please note that only applicants short-listed for interviews will receive a written reply. Thank you for your understanding and your interest in working at the Australian Embassy.
LE7 Case & Quality Assurance Manager: Duty Description: Job Advertisement
The Case & Quality Assurance Manager’s duties broadly include:
Team Management
Actively manage team by reviewing and assessing performance. Provide team members with opportunities for feedback and development…For example:
- Assist Program Manager in the administration of Performance Development Agreements (PDAs), in consultation with Australian Based Senior Migration Officer (SMO).
- Provide regular informal feedback to staff on their performance, and seek input from staff on own performance.
Client Service Delivery and Quality Assurance
Ensure that quality and timely decisions are made on the range of caseloads with a strong client service focus… For example:
- Quality Decision Making
- Maintain high standards of integrity in decision making on cases, including those assessed by non-delegated officers. Ensure that cases decided are assessed in accordance with legislation, policy and client service standards.
- Undertake regular quality assurance on a sample of all case officers’ cases. Report to SMO on team performance.
- Develop decision making tools to assist case officers in their assessments.
- Analyse case load to identify areas requiring closer investigation or streamlining. Report to SMO on emerging trends.
- Consult with Program Manager to ensure that staff are meeting processing targets. Assist with distribution of caseload in absence of Program Manager.
- Provides solutions to client problems in a highly professional manner that satisfies both the client and DIAC and Embassy requirements
- Respond appropriately, accurately and in a timely manner to requests from internal and external clients
Case Officer Training and Development
Train, develop and guide case officers in assessment of applications… For example:
- Identify training priorities for all case officers and ensure these are delivered.
- Provide feedback to staff on quality assurance exercises.
- Ensure case officers actively share relevant information on the caseload.
Case Officer Support
Provide regular policy, legislative and processing guidance to case officers on specific cases... For example:
- Advice on assessment of high risk caseloads.
- Guidance on relevant legislation or policy.
- Guidance on Australian companies/business environment which includes liaison with clients and stakeholders.
- Escalation point for complex visa processing enquiries received at the counter, over phone or by email.
- Appropriate escalation of issues to SMO.
Workplace Management
Actively lead staff in identifying opportunities for workplace improvement…For example:
- Lead and support team to identify business improvements and efficiencies.
- Lead and support team to identify potential improvements to the workplace.
- Resolve complaints received regarding visa processing. Recommend related process changes to SMO as appropriate.
Ad Hoc Duties
Undertake other ad hoc duties as requested.
Selection Criteria: Case and Quality Assurance Manager (LE7)
Please provide a brief written statement addressing your claims against each of the following selection criteria.
Contributes to strategic thinking
1. Demonstrated ability to make sound decisions, and to organise work in the context of competing priorities and changing demands in the workplace.
Achieves results
2. Demonstrated understanding of techniques used to manage high volume workloads in a high risk environment, with a focus on risk management and ethical work practices.
Supports productive working relationships
3. Demonstrated team management skills, with particular focus on teams comprising colleagues from a range of linguistic and cultural backgrounds.
Displays personal drive and integrity
4. Demonstrated ability to professionally respond to clients from diverse backgrounds, particularly those in sensitive or unusual circumstances.
Communicates with influence
5. Demonstrated high quality oral and written English communication skills.
Demonstrates personal or technical proficiency
6. Demonstrated ability to interpret and apply legislation and associated procedures.
Additional Criteria: Language Skills
7. Chinese (Mandarin) language skills are not mandatory for the position, but are desirable. Please comment on your Chinese language skills.