Help us deliver like never before
Australia Post is delivering like never before. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.
About the opportunity
We are seeking an experienced and strategic leader to join our People & Culture team as the Head of People Services. In this pivotal role, you will lead a team of 30+ professionals who are the gateway team for all employee and leader HR support, managing annual service volume of 90,000 requests. You will oversee HR shared services, employee relations advisory, and general HR request support across employee lifecycle. Your focus will be on driving service optimisation, enhancing customer experience, and ensuring compliance while building a high-performing, collaborative team culture.
What you’ll deliver with us
As one of the largest employers and logistics operators in Australia, Australia Post offers incredible scale and scope in which to play a part in transforming an iconic Australian enterprise. You will be instrumental in making a difference to our employees lives.
As the Head of People Services, you’ll also
- Lead the team who provide high volume first level triage and advice on Payroll related matters and partner with Payroll Operations on escalations and Tier 2 queries.
- Coach the ER advisory team who triage and / or manage all People Leader cases across matters such as Attendance, Performance & Behaviour and HDB.
- Drive the transformation of P&C processes, systems, and operational management in partnership with Service Owners to improve service delivery and enhance self-service capabilities for employees.
- Deliver data-driven insights to extended leadership teams across P&C and the business to inform areas of development and focus
- Develop and govern the Knowledge Management Framework to ensure consistent and effective delivery.
- Lead efforts to optimise service delivery, focusing on cost efficiency, service quality, team capability, and customer satisfaction.
- Monitor and maintain performance and service-level agreements (SLAs) to ensure high-quality service delivery.
- Manage customer engagement across multiple channels, including the phone line and ServiceNow (People Services Portal).
About you
Ideally, you will have extensive experience in HR operations, including managing high-volume service delivery and display a track record of implementing impactful process improvements and achieving measurable outcomes in performance and service levels. You will be experienced at delivering business advisory services in-line with legislative compliance and workplace policies. Exceptional stakeholder engagement, problem-solving skills, and the ability to lead change in complex environments are essential.
You’ll also need
- Knowledge of employment legislation and industry trends to ensure compliance.
- Deep understanding of HR services and the full employee lifecycle, from onboarding to offboarding.
- Experience leading transformational initiatives to improve processes, systems, and service delivery.
- Skilled in developing and implementing Knowledge Management and Quality Assurance frameworks.
- Proven ability to manage SLAs, maintain standards, and optimise customer engagement.
- Knowledge of employment legislation and industry trends to ensure compliance.
- Strong skills in analysing complex issues and driving operational efficiency.
- Excellent interpersonal and communication skills to influence and collaborate across all organisational levels.
How we’ll deliver for you
- Be part of a culture where everybody feels they belong, are valued, and can bring their authentic self to work every day
- We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together
- Flexible working, across head office and facilities across the network
We're delivering together
At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.
We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team on [1] inclusivecareers@auspost.com.au
