• Provide operational, administrative, and analytical support for client care programs • Maintain service standards and monitor performance metrics • Coordinate training initiatives • Assist with reporting and quality assurance activities • Support customer service initiatives and improvement projects • Interact with North American veterinary clinics and pet parents by phone and email

Title: Head of Design and Architecture Services Job Requisition ID: 8655 Legal Entity: Monash Health Location: Clayton, VIC, AU, 3168 Employment Type: Full Time Job Description: Monash Health exists to reimagine care, so that people can live their best lives. We provide safe and equitable care, for every stage of life, delivered with world-leading expertise and over 175 years of experience. As a leading academic health service, were committed to providing tomorrows care today by integrating research, teaching and training into everyday practice. Our team of 24,000 people are full hearted, open minded and all in. Together, we provide more than 250 integrated services for every stage of life at over 50 locations and in the community across south-east Melbourne, Victoria, serving 1.2 million residents in the South Metro Local Health Service Network. Are you currently part of the team at Monash Health? Use your network login to access the Monash Health Careers portal and discover all the job opportunities open to you, to support growing your career within the organisation. To see first-hand what our colleagues think about working here, take a look at the following short videos monashhealth.org/careers. Shape how digital change is experienced across one of Australias largest health services. About the Service The Design and Architecture Services Department provides strategic architectural leadership across Monash Health, ensuring digital investments, systems and solutions align with organisational priorities and deliver long-term value. Working closely with clinical, operational and technology stakeholders, the team guides technology strategy, solution design, portfolio management and architectural governance to create a connected, sustainable and future-ready digital ecosystem that supports exceptional patient care and service delivery. About The Role If appointed to this business-critical role, you'll provide strategic leadership across enterprise architecture, technology governance, solution design and application portfolio management. Leading a team of architects and technical specialists, and reporting to the Director, Digital Applications and Architecture, you'll be responsible for defining the future-state architecture for one of Australia's largest and most complex health services, ensuring digital investments align with clinical, operational and organisational priorities. Working closely with executive leaders, clinicians, technology teams and external partners, you'll establish architecture standards, guide major technology decisions and shape a connected, sustainable and future-ready digital ecosystem. Success in the role will be measured across four key areas: - Development and delivery of Monash Health's future-state architecture and technology roadmaps - Establishment of architecture governance, standards and design assurance practices - Application portfolio management, rationalisation and lifecycle planning - Excellence in stakeholder engagement and development of trusted partnerships across clinical, operational and digital teams This is a Full Time, ongoing role, based in our hybrid workplace. The importance of connection and relationship development across the business cannot be underestimated and youll happily work on a Monash Health site at least half of your working week to support your team and drive this important work. Travel across Monash Health sites will be required. About You You're a strategic technology leader who sees the bigger picture and brings others on the journey. You recognise that great architecture is about more than technology, it's about aligning digital investments with organisational priorities, enabling innovation, managing risk and creating sustainable foundations for the future. Equally comfortable influencing executives, collaborating with clinicians and working alongside technical teams to solve complex challenges, you have a strong background in enterprise architecture, digital transformation and technology strategy. In addition, you bring proven ability to translate organisational objectives into pragmatic roadmaps, standards and governance frameworks that deliver measurable value. An inspiring leader, you build trust readily, creating alignment across diverse stakeholder groups and developing high performing teams. Combining strategic thinking with practical delivery, you're passionate about designing technology ecosystems that improve outcomes for clinicians, consumers and the broader health service. What you'll bring: - Significant leadership experience in enterprise architecture, technology strategy, solution architecture or digital transformation within a large, complex organisation - Strong understanding of modern architecture practices, including cloud platforms, integration patterns, APIs, data ecosystems security, risk and compliance - Demonstrated experience developing architecture roadmaps, governance frameworks, standards and design assurance practices that support strategic technology investment - Proven success leading high-performance specialist teams and navigating organisational change within complex or highly regulated environments - Exceptional communication, stakeholder engagement and influencing skills, with the ability to work effectively across executive, clinical, operational and technical environments Tertiary qualifications in Information Technology, Computer Science, Digital Health or a related discipline will be highly regarded. Why Join Design and Architecture Services at Monash Health Take advantage of a rare opportunity to shape and influence enterprise-wide technology strategy, drive digital transformation and play a key role in enabling the delivery of safer, connected and more sustainable healthcare. Working at the intersection of clinical care, technology and innovation, youll help create smarter digital solutions that improve patient outcomes and support the clinicians who deliver them every day At Monash Health, you will: - Work within a values-driven, purpose-led organisation - Be part of a connected network of clinical, academic and system leaders - Help drive innovation, inclusion and better health outcomes We offer: - The opportunity to make a real impact on patient experience - A supportive, collaborative team environment - Ongoing learning and development opportunities - The chance to be part of Victoria's largest public health service For a confidential discussion and to explore this opportunity further, please reach out to Victoria Hornidge, Director, Digital Applications, on 0425 728 838 Position Description can be found here Our Culture and Values At Monash Health, our people are at the heart of everything we do. Our culture is inclusive, supportive and future-focused, underpinned by clear values and a commitment to continuous improvement. Our teams play a critical role in bringing our new strategy to life, challenging traditional approaches, embracing innovation, and ensuring every appointment reflects our commitment to equity, transparency and excellence. You'll be encouraged to share ideas, contribute to improvement initiatives, and grow alongside experienced professionals who are passionate about what they do. We are Full Hearted, Open Minded and All In, enabling excellent service delivery and a positive candidate and employee experience every time. We recognise the value of equal employment opportunity. We are committed to patient safety, promoting fairness, equity and diversity in the workplace and to Child Safe Standards. How to Apply Applications are accepted via the Monash Health online EHub system. For information including how to apply and probity check requirements, please click here for the 'Application Guide'

• Handling asynchronous written communications (email, LiveChat, tickets) • Responding to information requests from customers who use the platform • Providing guidance on accounting-related topics and on how the platform works • Strictly following processes and escalating blocking issues to internal teams • Accurately tracking tickets through to resolution

• Own executive-level client relationships and serve as the primary strategic advisor. • Lead delivery across multiple retainer accounts from planning through execution. • Coordinate multidisciplinary teams across Digital Marketing, SEO, Paid Media, Web Development, Design, Email & CRM. • Manage project scope, priorities, timelines, budgets, and resource allocation. • Improve internal processes and operational workflows. • Ensure consistent quality across all client deliverables. • Identify account growth opportunities and contribute to client retention. • Partner directly with agency leadership to scale operations.