Who we are

Service Victoria is the one place to go for government services. It's our job to make things easy for customers and we're proud of our track record. Customer satisfaction with Service Victoria is consistently high at more than 95 per cent and our app was the most downloaded in Australia in 2021.

We deliver modern government services designed around people's needs. We've delivered more than a billion transactions, including QR code check-ins, car registration payments, ambulance subscriptions, vouchers and cashbacks to help reduce the cost of living, and more.

Our work enables Victorians to easily access more than 130 of the most popular services through Service Victoria's mobile app and website. 

We're always developing exciting new products. We've got a digital wallet, with a digital driver licence in pilot phase, and there's a growing number of licences, certificates and other government-issued credentials.

The Service Victoria culture is dynamic and fast-paced, and the way we work is highly collaborative. You'll be based in our Footscray HQ. Flexible work arrangements, including hybrid work from home arrangements, may be available depending on the position requirements.

About the role

The Policy Lead supports a small team providing applied policy and regulatory advice on issues surrounding the development and implementation of Service Victoria's service delivery. This leadership role is a fantastic opportunity to gain strategic and operational leadership experience at the forefront of the Victorian Government's customer-centric approach to digital transformation. In this role, you will gain invaluable experience leading Service Victoria's policy response to emerging issues like digital identity, data sharing, privacy, and regulatory reform.   

Key responsibilities

1. Provide authorative and expert advice to the Minister, Executive, Service Agency partners and colleagues on policy and regulatory issues relating to customer service delivery and identity verification on the Service Victoria platform.
2. Effectively manage and provide leadership to a small team by:
3. Supporting individuals to achieve their professional potential and personal goals while contributing to organisational outcomes;
4. Managing the performance development plans of each team member; and
5. Managing and monitoring individual workplans to support the business.
6. Support the development of new transactions, capabilities and initiatives on the Service Victoria platform through the provision of timely and accurate analysis on policy, regulatory issues that may impact the delivery of customer service and identity verification functions and ensure alignment with the Service Victoria Act 2018. Identify legal issues and seek comprehensive legal advice to support the business as required.
7. Play a crucial role in the development and implementation of Service Victoria's identity verification capability and products and Victoria's broader role within the Australian digital identity system, through your technical and operational understanding of Service Victoria's Identity Verification Standards and their alignment with national identity frameworks.
8. Supporting the onboarding of new transactions and capabilities onto the Service Victoria platform by analysing the legislative, regulatory and policy requirements of service agency partners, with careful analysis and advice on issues relating to data collection and retention, and best-practice approach to privacy-by-design.
9. Initiate, manage and maintain close liaison and effective working relationships with service agency partners and central agencies that interact with Service Victoria, and key regulatory oversight agencies, in a manner that fosters collaboration and continuous improvement.
10. Work with experts and senior leaders to develop, review, negotiate authorisation documents to support delivery on the Service Victoria platform, including memoranda of understanding and written agreements to support the delivery of customer service and identity verification functions.
11. Monitor and report on high priority issues, risks, trends and innovation and seek opportunities to continue to enhance Service Victoria's approach to delivering outstanding government services.
12. Other work duties that are not listed in the position description but which are consistent with a position of this grade and skills requirement.

Key selection criteria

1. Ability to anticipate, identify and diagnose emerging issues, obstacles and opportunities and the strategic implications of an issue and develop policy solutions in response. Ability to use conceptual thinking and sound analytical approaches to support decision making with integrity.  
2. Demonstrated experience leading and managing high-performing teams, building a positive and collaborative workplace culture, and developing others to thrive in an environment where issues may be ambiguous and require careful analysis.
3. Well-developed interpersonal skills with the ability to build rapport and trust quickly, change approaches as the situation demands, and diffuse difficult situations in a manner that puts stakeholders at ease.
4. Demonstrated ability to produce a range of business correspondence and reports presenting clear, factual and pertinent information based on knowledge, research and analysis. Ability to analyse, assess and act on legal advice. Ability to write in plain English, and in a clear and concise manner on complex policy, legislative, and regulatory issues for a wide audience.
5. Creates effective structures to manage stakeholders, and negotiates with and influences diverse stakeholder groups on highly complex issues to secure long-term gains for Service Victoria and/or stakeholders.
6. Cooperates and works well within cross-disciplinary teams to pursue shared goals. Collaborates and shares information, shows consideration, concern, and respect for others, accommodates and works well with the different working styles of others.

Personal Qualities 

1. Handles high level concepts and complexity with ease
2. Ability to synthesise information from a range of disparate sources and events, including from outside own areas of responsibility
3. Can identify and explore the critical points of influence or tension
4. Demonstrates capacity for sustained effort and hard work
5. Acts with a sense of urgency to attain results
6. Enjoys a vigorous and dynamic work environment
7. Maintains an even temperament
8. Collaborates and supports others in the pursuit of common goals
9. Shows respect for others' views and contributions

Desired Experience/Qualifications 

A tertiary qualification in a relevant discipline would be desirable. 

What we offer

We foster supportive work environments where teams collaborate and support each other.

Generous leave provisions help you strike the right balance between work time and your time. Four weeks annual leave plus personal leave; compassionate leave; long service leave; parental leave; and other types of leave including defence, jury, cultural, training or study leave.

We want a public sector workforce that's more diverse and inclusive. This means we're committed to the principles of equal opportunity and inclusion for all. Gender diverse, Aboriginal & Torres Straight Islanders and people with a disability are encouraged to apply.

Additional information

• Preferred applicants may be asked to provide evidence of their qualifications.
• Applicants must be an Australian Citizen, Permanent Resident or hold a valid work visa.
• Successful applicants will be required to provide proof of identity and submit a national police records check.
• Re-employment restrictions apply to recipients of Victorian Public Service voluntary departure packages.
• Non-VPS applicants will be subject to a six-month probation period.
• All staff must comply with the Code of Conduct for Victorian Public Sector Employees.
• Terms and conditions for department employees are subject to the Victorian Public Service Enterprise Agreement 2020.

Pre-employment misconduct screening requirements

Before a final offer of employment is made, preferred candidates will need to complete a preemployment misconduct screening declaration and consent form. More information on this is on Victorian Public Sector Commission website.

Accessibility

To receive this document in an accessible format contact the National Relay Service on 13 36 77 or visit relayservice.gov.au.