Policy Lead

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
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- 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.
- Effectively manage and provide leadership to a small team by:

- Supporting individuals to achieve their professional potential and personal goals while contributing to organisational outcomes;
- Managing the performance development plans of each team member; and
- Managing and monitoring individual workplans to support the business.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
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- 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.
- 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.
- Well-developed interpersonal skills wi