Community Stakeholder Relations Manager

The primary purpose of the role is to guide positive and effective community stakeholder relationships with schools, councils, and customer groups. This newly created role will work with and support established relationship owners within our business and lead a small frontline team responsible for providing customer support on the bus network.The role will work closely with internal partners to develop protocols, tools, programs and activities that achieve collaborative and integrated project outcomes and meaningful stakeholder participation in service design and improvements.Role responsibilitiesDevelop and implement stakeholder management plans – you will need to consult with stakeholder relationship managers (SRMs) in the business and align to contract requirementsServe as Busways’ account manager for community stakeholders – you will need to map existing and new stakeholders, understand their needs and issues, work with them to solve business challenges, and facilitate interactions with SRMsImprove Busways’ stakeholder relationship management system – you will need to scope business needs, robustly test platforms, implement the selected system and train users, and maintain stakeholder contact details and notable engagement activitiesGuide network activities and objectives – manage the community relations team, ensuring fare revenue inspection, school liaison and network customer service activities are targeted to achieve organisational goals, contract requirements and KPIs and our service quality standards.Support school bus service consultation and management of change projects – working within a multi-disciplinary team on service change projects you will guide activities according to best practice engagement methodology.Implement protocols for issues escalation as they relate to stakeholders and customers – you will work proactively to manage risks and escalate these to relevant internal partners.Contribute content for internal and contract reporting – this will involve preparing summaries for monthly and quarterly contract performance reports, and Stakeholder Engagement Plan annual reporting.Required qualifications and skills:8+ years’ experience in a stakeholder or account management role, or a role that depended on ability to build strong partnerships.Excellent interpersonal skills – you must enjoy engaging with people, be naturally curious and open to learning other perspectives, an effective listener and empathetic to competing needs and issues.High level communication skills – both written and verbal skills including the ability to lead meetings and write correspondence and reports.Demonstrated experience in proactive resource planning and delivery – you will be responsible for establishing tools and templates for internal users to achieve a consistent, meaningful and valuable experience for stakeholders.Demonstrated experience in developing and executing stakeholder engagement plans, with the ability to understand needs and issues of diverse stakeholder groups and manage expectations to achieve best outcomes possible.An understanding of community engagement and consultation approaches, methods and techniques including the IAP2 framework.It would be beneficial if the successful candidate has:Experience working with sensitive information and topics including issues surrounding management, ministerials, political intel and high-profile stakeholders.About UsBusways is Australia’s largest privately owned bus operator, providing services across NSW, including Western Sydney, North Shore and West, Central Coast and the Mid-North Coast, and in South Australia. Over the past 79 years we have developed a passionate and engaging brand in the transport sector and are one of the most well-known bus passenger transport operators in our operating regions.With a team of more than 2,600 people, committed to transporting over 60 million passengers each year, we pride ourselves on taking a proactive approach to public transport delivery to ensure the customer’s journey is as seamless as possible.Apply now If you believe this is the perfect role for you, please apply by submitting a resume and a cover letter that specifically addresses your skills and experience in relation to the role, duties and required skill-set. Individual applications will be processed as soon as they are received so if this position is for you, apply today!Busways is committed to achieving a diverse workforce and strongly encourages applications from people representing all diversity groups and ages such as Aboriginal and Torres Strait Islander, LGBTI, people with disabilities, religious beliefs and ethnicity. 60000 AUD Pymble 2073