HR Business Partner - Telecommunications Industry Ombudsman

Position Description Position Functional Area Reporting to Direct Reports Classification TIO Values

Human Resources Business Partner People Senior HR Business Partner None Grade 3 Integrity Collaboration Excellence

Organisation overview The Telecommunications Industry Ombudsman (the TIO) offers a free and independent service for resolving complaints about telephone or internet services. Most complaints that come to the TIO are resolved between the parties. To resolve complaints, the TIO uses a wide range of dispute resolution techniques including conciliation and investigation. The TIO was established in 1993 and legislation requires telco providers to join the scheme. The TIO is not for profit, and independent of the Government, telecommunications companies, and consumer groups. The TIO purpose is to provide an effective and efficient dispute resolution service for the telecommunications industry that complies with the Benchmarks for Industry based customer dispute resolution schemes. Achieving the purpose will contribute to enhanced community confidence in the telecommunications industry. The TIO has four key strategic goals: 1. To build an organisation that is sustainable, embraces change and focusses on our people and infrastructure. 2. To provide an independent dispute resolution service that is efficient and effective, but does not compromise integrity. 3. To collaborate and share knowledge with members and other stakeholders, and 4. To be known, respected and accessible.

Team overview The People Team provides Human Resources, Organisational Development and Facilities services to the TIO. The team consists of currently 1 General Manager, 3 HR Business Partners (including this position), 1 Learning & Development Manager, 1 Facilities Manager, 1 Talent Acquisition & Reporting Specialist and 1 Administration Assistant. There is also a Recruitment Process Outsourcing arrangement in place with Randstad Source Right.

Position purpose The HR business partner works with a designated TIO business area. The role serves as a consultant to management and staff on human resources related issues. It assesses and anticipates HR-related needs, seeks to develop integrated solutions and formulate partnerships across the HR function to deliver valueadded service to management and employees that reflect the business objectives of the TIO.

PD –Human Resources Business Partner – April 2018

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Key responsibilities Leadership • Support and develop the Business Partner model, actively explaining and demonstrating the value of the model for all staff and managers. • Build and maintain trusting business relationships with key stakeholders • Support the effective delivery of an exceptional HR service, through understanding our internal and business needs. • Demonstrate and model the TIO’s values. Human Resources and Employee Relations • Promote and enable effective people management and compliance with HR policy and procedures, through supporting and developing manager confidence and capability. • Collaborate with the business on change management projects • Facilitate HR related internal communication • Support leaders to manage and resolve complex employee relations issues. Conduct effective, thorough and objective investigations, where necessary. • Maintain knowledge of legal requirements related to people management, minimising legal risks and ensuring regulatory compliance. Partner with the Legal team as needed. • Support line managers with talent identification, resource planning and the end-to-end recruitment process • Actively support sharing of cross-organisational best practice. • Act as a single point of contact for employees and managers in the business unit on HR issues. • Lead and contribute to cross-functional HR Projects • Actively contribute to enhanced People team, processes, systems and service levels Workplace Health and Safety • Responsibility (with the SHRBP) for OHS compliance and driving OHS initiatives through the organisation • Responsibility, with the SHRBP for staff wellbeing, actively seeking ways of supporting the management of workplace stress and the wellbeing of our employees. Privacy and Risk • Understand and comply with all TIO policies and procedures pertaining to individual responsibilities for risk and privacy management.

This position is required to undertake other duties and projects as directed.


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Person specification The following describes the knowledge, skills, personal attributes and experience required to complete the inherent requirements of the role. Knowledge and skills

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Sound capability across the range of HR functions including employment legislation, performance development, attendance management, coaching, recruitment, remuneration and reward, OHS, engagement and change management Highly developed influencing and interpersonal skills and an ability to work as part of a collaborative team Excellent written and verbal communication skills Intermediate MS Word, Excel and PowerPoint

Qualifications and experience

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Tertiary degree or equivalent qualification in HR or related discipline Significant practical HR experience in a relevant role

Personal attributes

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High degree of independence, professional maturity, self-awareness and initiative Ability to manage multiple priorities, take ownership of responsibilities, manage self-care and prioritise work with attention to detail Flexibility, adaptability and openness to change Commitment to TIO values and expected behaviours Ability to build relationships and influence outcomes Ability to analyse data and evidence to make informed judgments and solve problems

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Key working relationships The GM People, GM Operations and GM Continuous Improvement and Principal Investigator, line managers and client staff.

Further considerations Confidentiality This position is bound by strict confidentiality requirements and must ensure that the confidentiality and privacy of the individual consumer and staff member is respected and maintained at all times. Any breach of confidentiality may result in dismissal.

Equal Opportunity The office of the TIO is an equal opportunity employer and promotes diversity, equality and a harassment free work place. Applications from people with a disability are encouraged.


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