Manager, Human Resource Services

Townsville, Australia
12 Sep 2018
End of advertisement period
30 Sep 2018
Contract Type
Full Time

Position Overview

The Manager, Human Resource Services leads the delivery of remuneration/payroll, HR administration, and HR data and systems services for the University in both a project and business as usual capacity. The incumbent is responsible for the delivery of a high quality, customer-focused and efficient service meeting compliance and enterprise requirements.

The incumbent maximises the effectiveness of HR systems including the development of roadmaps; the efficiency of HR processes; accuracy of HR data; and the quality of customer service provided for the benefit of managers, staff and the University. 

As a member of the HR Leadership Team, they are responsible for the development of their broader team in terms of enhancing a focus on service, collaboration, process improvement, and individual and team skills and capabilities with identified succession and contingency plans.

The development of relationships vital to the success of the team with all the key stakeholders includes but are not limited to: Information, Communications & Technology (ICT) Directorate, HR Business Partners and specialist teams, managers, employees, colleges and divisions and third party providers will also be a priority. 

Division of Services and Resources

The Division of Services and Resources is responsible for the overall strategy in relation to the management of financial, human, ICT & estate resources, commercial activities and quality, planning & analytics and which foster and promote innovation and best practice in the delivery of services to enable the core business of learning and teaching, research and engagement.

The Division includes the Directorates of Financial & Business Services, Estates, Human Resources, ICT, Quality, Planning & Analytics and Commercial Services and other activities including the provision of student accommodation and bookshop services for students and the Discovery Rise development of the Townsville campus.

Through these Directorates the Division provides: Financial, strategic procurement, purchasing and commercial and contractual services; management of the planning, performance and budgeting framework and processes; legislative compliance; human resource and ICT management; business intelligence; management of the quality enhancement framework; provision of services to students via the University Bookshop; capital infrastructure planning; delivery of capital projects, minor works and facilities maintenance programs; provision of campus services including cleaning, grounds maintenance, security and student accommodation. 

Human Resources Directorate

The Human Resources Directorate designs and delivers people management initiatives and practices which assist managers and staff to contribute effectively to the Strategic Intent of the University. The Directorate will contribute to the development of an organisation that promotes and embraces diversity, innovation, flexibility and high performance.

The Human Resources Directorate is responsible for all aspects of employment related matters including attracting high calibre employees, developing organisational and people capabilities that are aligned with University needs, and retaining talent. Functions include HR Services, Policy Development, Recruitment, Equity, Organisational Development and Learning, Industrial Relations, Remuneration and Superannuation services and management of the Human Resource Information System (including the provision of information/KPIs).

Organisational Charts

James Cook University  

Division of Services and Resources

Human Resources Directorate

Principal Accountabilities

  1. Deliver critical HR services, particularly payroll and remuneration and ensuring continuity of services is maintained through the implementation and maintenance of appropriate risk management strategies.
  2. Establish a culture of highly quality outputs; customer focused service and continuous improvement thinking within the service delivery team through the implementation of performance standards and expectations.
  3. Develop and monitor HR performance measures, and through the preparation of standardised reports, inform strategic and operational decision making for the allocation and prioritisation of resourcing; human, financial and technical.
  4. Lead the review, documenting, analysis and assessment of HR business processes and recommend business improvement solutions to reduce cost, improve quality and timeliness of delivery of HR services. This delivery will be on both a project and business as usual basis as part of continuous improvement.
  5. Develop mutually beneficial working relationships with ICT and third party suppliers that support and promote the use of automation of HR services delivery, ensuring critical systems are properly maintained and fully utilised.
  6. Deliver HR projects using a project management methodology that add value and have a measurable return on investment that contribute to the improvement of HR operational services to the university.
  7. Accountable for meeting compliance obligations including, but not limited to, payroll related taxation and superannuation requirements and the application of the University’s current Enterprise Agreement to payroll related matters.
  8. Support the University's commitment to the principles of reconciliation, which exemplify respect for Aboriginal and Torres Strait Islander heritage and the valuing of justice and equity for all Australians.
  9. Demonstrate a commitment to the University values and Divisional attributes.
  10. Support the principles of the TropEco program and engage in commitment to JCU sustainability goals and objectives.

Descriptors There are generic responsibilities that apply to all James Cook University staff. Your specific level descriptor can be found at:

Professional and Technical

Level 10  

Generic Accountabilities 

There are generic responsibilities that apply to all James Cook University staff.

  1. The Manager, Human Resource Services is required to observe the lawful and reasonable directions, policies and decisions of the University Council, understand and comply with the Enterprise Agreement, the Statutes and Rules of the University, the policies and decisions of the University Council and other appropriate University authorities, as in force from time to time.
  2. The Manager, Human Resource Services is required to demonstrate a personal commitment to ensure personal safety and the safety of others and contribute to the continuous improvement of our WHS performance. This includes the effective implementation and compliance with James Cook University WHS policies, procedures and safe systems of work, together with all relevant legislation, duties and obligations. Contribute to the continuous improvement of our WHS performance.
  3. The Manager, Human Resource Services is required to exercise proper discretion in all matters affecting the well-being of the University which involve public writing or speaking in accordance with the University’s Code of Conduct.

Selection Criteria Selection and appointments will be assessed against selection criteria.


  1. Post graduate qualifications in Human Resource Management, Finance, Business or a related field, and proven expertise in the management of human resource operations, systems and services in a complex organisation including payroll and administrative processing.
  2. Expertise in the application of process and systems improvement to enhance customer service levels in areas of critical service delivery and relevant risk management expertise
  3. Strong analytical and problem solving skills to deal effectively with complex issues arising from activities including process improvement, project management, or change management
  4. Extensive knowledge of contemporary payroll and human resources related practices and related legislation with an ability to meet compliance and organisational requirements.
  5. Demonstrated leadership and management expertise developing and maintaining high performing teams
  6. Demonstrated high-level interpersonal skills, including negotiation and influencing skills with all levels of management, peers and the ability to manage varying stakeholder demands.


  1. Demonstrated knowledge of the University Sector and current issues and trends
  2. Lean Six Sigma Black Belt Certification.
  3. Change management experience within a University environment.