Position Role: The Triage Lead manages demand intake, prioritises and routes requests, balances workloads, ensures timely delivery, and acts as unit liaison.
Responsibilities:
- Lead the SSAU triage function, ensuring effective intake, prioritisation, and routing of all incoming demand.
- Define, maintain, and apply triage criteria, workflows, and routing rules to support consistent and auditable decision‑making.
- Ensure timely and appropriate allocation of work to Core Processing or Specialist functions in line with service priorities and capacity.
- Serve as main contact for unit personnel and external stakeholders, managing expectations and resolving initial queries efficiently.
- Monitor demand patterns, volume, and complexity. Identifying risks or pressures and informing workforce planning and process improvement.
- Maintain situational awareness across SSAU workflows to support service resilience and continuity.
- Serve as Unit Liaison for designated units, ensuring clear communication and SSAU awareness of unit needs, plans, and issues.
- Provide financial SME advice to units on pay, allowances, charges, benefits, and produce special financial cases as needed.
