Senior Operations Advisor

SENIOR OPERATIONS ADVISOR – Duties Project

Clerk Grade: 9/10
Employment Type: Temporary, up to Jun 2028 Full-Time
Base salary: $133,348 – 146,945 per annum plus superannuation
Location: Parramatta, Sydney CBD or other NSW locations (hybrid work available)

An exciting opportunity has arisen for a Senior Operations Advisor in the Duties Transformation project team to join the Department of Customer Service and play a key role in the delivery of the Duties modernisation project across Revenue NSW.

About the Team:

The Duties Project Team is delivering a major modernisation of duties administration in NSW. The Senior Operations Advisor will be a member of the core Business Stream, working with business, digital, policy, legal and change specialists to design how duties services will operate in the future. The team is focused on maintaining alignment with the Duties Act 1997 while simplifying processes, improving customer and staff experiences, and digitising activities where appropriate.

If you’re someone who:

• Has extensive experience administering the Duties Act 1997 and understands property purchasing processes in NSW

• Thinks critically and differently while keeping proposed changes aligned with legislative requirements

• Is motivated to improve processes, simplify customer and staff experiences, and identify what can and cannot be digitised

…then there’s a place for you in the Duties Project Team.

Join us as we redesign duties processes for the future—making them simpler, clearer and more digitally enabled while maintaining legislative integrity.

About the Role:
As a Senior Operations Advisor in the Duties Project Team, you will be a senior member of the core Business Stream and provide operational advice to support the future design of duties administration. You will lead the development and redesign of end-to-end processes for the Duties modernisation project, ensuring they remain consistent with the Duties Act 1997 and reflect the practical requirements of property purchasing in NSW.

You will bring deep duties expertise and a critical, improvement-focused mindset to challenge existing ways of working. You will identify opportunities to simplify processes and experiences, improve operational outcomes, and determine which activities can be effectively digitised and which require specialist judgement or intervention.

Key Responsibilities:

• Lead the development and redesign of end-to-end duties processes

• Translate complex duties requirements into clear business processes, requirements and guidance

• Provide expert operational advice on the administration and application of the Duties Act 1997

• Ensure future processes align with legislative, policy and operational requirements

• Apply knowledge of NSW property settlement processes to inform practical, customer-centred service design

• Critically assess current practices and identify opportunities to simplify, standardise and improve processes

• Determine what can be digitised or automated and where specialist judgement or intervention must be retained

• Work closely with digital, policy, legal, change and operational stakeholders to test and refine future-state designs

• Identify operational risks, dependencies and impacts, and support the development of appropriate controls and mitigations

• Prepare high-quality reports, briefings, process documentation and for senior stakeholders

• Support implementation, transition and continuous improvement activities across the Duties modernisation project

About You:

• Extensive experience administering the Duties Act 1997 and applying duties legislation in an operational environment

• Strong understanding of property purchasing and conveyancing processes in NS

• Demonstrated experience designing, redesigning or improving complex operational processes

• Ability to think critically, challenge established practices constructively and develop practical solutions within legislative boundaries

• Sound judgement about opportunities for digitisation and the circumstances where specialist assessment must be retained

• Strong analytical, problem-solving and decision-making skills

• Excellent stakeholder engagement and communication skills, with the ability to explain complex duties matters clearly

• Strong report writing, process mapping and business documentation experience

• Demonstrated ability to manage competing priorities and deliver high-quality outcomes in a complex project environment

• A strong focus on simpler customer and staff experiences, legislative integrity and sustainable operational outcomes.