ORGANISATIONAL ENVIRONMENT
Harness Racing Australia (HRA) is the peak organisation for the sport of harness racing in Australia. The HRA Members consist of the six State Controlling Bodies, in addition to five Principal Clubs. The seven-member Executive of HRA consists of the Chair or nominated representatives from each of those State Controlling Bodies, with an Independent Chairman, Mr Graeme Campbell OAM.
The object of HRA is to promote the Harness Racing Industry and to assist its Members to more effectively carry out their powers and obligations under their respective constitutions and Incorporating Statutes.
In doing so, HRA is the co-ordination point between Members for national projects and performs functions which include: the uniformity of rules; integrity; health & welfare; research projects; registration of horses; naming horses; identification processes; horse import & export clearances; gear & equipment approval; and, national as well as international advocacy.
HRA also ensures the integrity of Standardbred breeding in Australia by maintaining the officially published records of Standardbred pedigrees and registration in Australia in the form of the Australian Trotting Stud Book complemented by the Australian Harness Racing Rules.
HRA is committed to continuous improvement of integrity and welfare functions, including the registration, identification and real-time horse status of Standardbreds to improve traceability throughout their lives. Transparent health and welfare statistics and supported activities are available via the HRA - There is No Finish Line website, which is an approach that plays a significant part in maintaining the industry’s social license to operate and its responsibility to the Standardbred, on and off the track.
POSITION CONTEXT
Harness Racing Australia has a long and respected history of providing excellent service to both the industry and Members.
Given our commitment to continuous improvement and innovation, HRA is establishing a new consolidated central service hub, to deliver quality administrative services in an effort to streamline and reduce duplication across the industry.
The first of its kind for Harness Racing, this is a new position within the organisation and an opportunity for the right person to take charge, lead an experienced team and help shape the future of customer service within the industry.
THE POSITION
The role of Central Services Hub Leader is the senior member of Harness Racing Australia’s Central Services Hub, reporting to the Chief Executive.
We are looking for individuals that enjoy being part of a team to deliver high quality customer service and can work both autonomously and collaboratively to meet member, stakeholder and clients’ requirements, and their deadlines.
OVERALL PURPOSE OF JOB
- To provide leadership, knowledge, direction and training within the Central Services Hub environment.
- To manage and supervise Central Services Hub employees.
- To safeguard Central Services processes and policies are adhered to.
- Too ensure the collation and processing of all Central Services tasks are completed within agreed timeframes.
- The production of an efficient and quality service to all Harness Racing Australia members, clients and customers.
- To be proactive in identifying IT enhancements, process improvements, efficiencies and making subsequent recommendations to the Harness Racing Australia Chief Executive and Head of Finance and Strategy.
- To monitor and respond to customer feedback regarding Central Service Hub services on behalf of the organisation.
- Ensure the integrity and processes of the Australian Trotting Stud Book and Australian Harness Racing Rules.
KEY RESPONSIBILITIES / ACCOUNTABILITIES
- To review, monitor and maintain KPI’s (key performance indicators) in relation to accuracy, timeliness and customer service contact within the Central Services Hub
- To train, document and implement new policies and procedures for the Central Services Hub as required.
- To be courteous and efficient in dealing with Central Services Hub stakeholders and customers via telephone, email, letter, SMS and websites.
- To report at least once a week to the CEO with regard to Central Services Hub operations and performance.
- To learn, coordinate and monitor Central Services Hub employees and assist wherever needed with tasks including outbound/inbound calling, data entry, testing, checking and updating websites to ensure all information is correct.
- To manage escalated and or difficult customer calls as necessary and troubleshoot successful resolutions.
- To contribute to Executive Meeting Reporting.
- To attend meetings as required.
- Liaise with Industry Bodies including State Controlling Bodies, Principal Clubs, Stewards and IT service providers in relation to compliance with regulations including with the Australian Trotting Stud Book and the Australian Harness Racing Rules.
- To coordinate and schedule Hub Members to manage workloads and ensure performance standards within agreed timeframe including Services Hub Administration, Namings, Colours, Sire Registrations, Service Certificates, Foal Notifications, Import and Export Clearances, DNA, Stable Returns, Claiming Authorities and Syndicate Registration.
- To manage the training of all staff and recruitment of new staff as necessary.
- To supervise the Central Services Hub, supporting staff in peak periods, monitoring employees attendance at work, performance reviews, budget (in conjunction with the Head of Finance & Strategy) holidays & punctuality.
- To manage employees in the delivery of day-to-day operations and other services provided by the Central Services Hub.
REMUNERATION
- Competitive salary commensurate with experience within similar roles will be negotiated.
- Plus, Statutory Superannuation Contributions.
- The tenure of the role to be negotiated.
Located at a Flemington Office (complete with free car parking, gymnasium and café) with flexible attendance including working from home opportunities.
