Overview:

IDCARE is Australia and New Zealand’s national identity and cyber support community service. Our organisation provides community members, small businesses and organisations with specialist client care where personal, account and credential information are compromised.

Unlike any other, we blend the behavioural with the pragmatic and the technical expertise. We apply the most current, up-to-date and lived experiences and advice to our clients, not the corporate or government "speak" - but what clients really need to know.

IDCARE is independent, impartial, expert, and renowned across industries and governments for being the ‘go to’ place when people are in crisis about their privacy welfare.  No other organisation truly gives people a one-stop-shop in client care and support for victims of cybercrimes, scams, identity theft and privacy breaches. That's why each year we are responding to in excess of 100,000 engagements across Australia and beyond.

We’re expanding our presence in the Australian market. Our services are in demand, and we are working with a wide range of companies, including some of Australia’s biggest corporates, to help them support their staff and customers. Reporting to the Managing Director, this is a key role to support our growth, manage our existing customer base and deliver on new business opportunities. You will have the opportunity to implement strategies to further develop our client base and support existing accounts.

This role is part of the Executive Leadership Group, working collaboratively with the Executive team in advancing the IDCARE Group’s mission and strategic priorities. An initial period of six months probation is applied to all new starters within the IDCARE Group. During this period, you will be expected to attend the IDCARE Group headquarters on Queensland’s Sunshine Coast upon commencement to familiarise yourself with our Group operations and take and expand upon these learnings to your permanent office in Sydney.

Task requirements:

• Proactively develop and deliver a strategic engagement and service delivery strategy for business and government that attracts new subscribers, incident response enquiries, and donation / grant support opportunities.
• Proactively develop and lead product strategies taking into account IDCARE’s profile and community needs.
• Cultivate new relationships and broaden the messaging in relation to the value of IDCARE’s services to new and existing subscribers.
• Through maintaining a strong knowledge of Group capabilities, identify new market and service delivery opportunities and work with colleagues to design and promote new initiatives.
• Develop sales and commercial operations staff through leadership and mentoring, including managing our sales and account management staff in Australia, New Zealand or other places are required.
• Engage with existing and new subscribers to receive feedback, achieve retention and satisfaction targets and gain insights on needs and work with IDCARE colleagues to introduce / enhance relevant service offerings, strategic communication and marketing campaigns and related activities.
• Maintain and grow strategic relationships with key response system stakeholders, including participating in conference presentations, media interviews, and other stakeholder events.
• Develop and implement communication strategies for subscribers.
• Any other reasonable functions or tasks as agreed with the supervisor.

Key Performance Indicators

1. Build and maintain an expert knowledge of IDCARE Group services, systems, and reporting to enable the confident and competent representation of our Group activities and capabilities to external stakeholders.
2. Recruitment of new subscribers in order to achieve 4 (below) and in accordance with performance targets outlined in Employment Contract.
3. Maintain positive and productive relationships with existing subscribers within relevant geographic boundaries (qualitative feedback and retention / renewal) resulting in at least a subscriber renewal targets.
4. Contribute to the growth in IDCARE community service demand:
   1. Growing the demand for specialist case management support, including establishing and maintaining key relationships with relevance cyber insurance providers, identity system stakeholders and emerging markets;
   2. Lead the development of a donation and bequest strategy to advance IDCARE Group revenue diversification and sustainability targets.
5. Effectively and professionally work with colleagues and staff in accordance with IDCARE Group values and Code of Conduct, fostering productive relationships, reporting on key performance areas, actively engaging risk and its management as appropriate, and ensuring that service delivery priorities are communicated, monitored and advanced through these relationships.
6. Be a leader in the IDCARE Group, assist the work of the Managing Director and relevant Boards, and be recognised as a valued leader and mentor of staff.

Key position attributes:

• A collaborative team player. Must work closely with internal stakeholders to understand thoroughly our products, services and capacities to deliver.
• Highly organised with good time management.
• Has strong commercial understanding and desire to seek new commercial opportunities.
• Possesses excellent written and oral communication skills with a high level of attention to detail.
• Seeks to contribute to the development of strategic and creative solutions. You will also be a member of various internal committees and external engagements.
• Has the ability to build strong relationships, internally and externally.
• Is proactive, self-motivated and a strong level of professionalism.
• Ability to understand and articulate complex concepts and technical details to both technical and non-technical audiences.
• Ability to work both independently and within a team environment.

Operating Standards

How you undertake your role is as important as what you do. You are required to:

• Model the highest standards of ethical behaviour and reinforce them in others.
• Represent the organisation in an honest, ethical and professional way and set an example for others to follow.
• Promote a culture of integrity, professionalism and continuous learning within the organisation.
• Embrace policy and process change and pursue ways to deliver superior services through innovation and positively testing assumptions and the status quo.
• Be kind to others and recognise that colleagues are trying their best and that this is more important than the results achieved.
• Respect confidentiality and our information security standards and consciously practice good cyber security and privacy hygiene.

For more information about IDCARE please visit idcare.org.