The opportunity

Join a recently established team within the Regulatory Operations branch that is currently going through a period of transformation and improvement to make our ways of working more agile and contemporary. This is an opportunity to make a positive contribution to keep people safe on the road and to build a legacy which will leave a lasting customer impact.

In this key leadership role you will manage the delivery of customer licensing programs and services, which contribute to the “Safer People” road safety outcomes. You will ensure operational effectiveness and efficient end-to-end delivery of licence programs and you will lead the partnership with key stakeholders to achieve the effective delivery of customer-focused, operational licensing programs. You will leverage your knowledge of emerging road safety trends and global regulatory best practice in licensing and licence security programs and systems as you provide operational input to inform and support the Centre for Road Safety’s strategies and policies.

Please click here to view a copy of the position description.

What you will be involved in

• Managing the Customer Licensing function: Authorisation, licensing, accreditation, and renewals into regulatory programs, ensuring compliance with relevant statutory and regulatory requirements.
• Delivering end-to-end management of customer licensing schemes including those delivered by third parties, ensuring scheme quality, information access and improved customer experience and identifies areas for improvements.
• Delivering effective assessment of and regulatory controls for all high risk licence holders, oversees system integrity, security and accuracy of all customer information and protections against licence fraud including the use of facial recognition technology.
• Providing cross-cluster expert technical advice on licensing, including managing customer feedback, digitising processes, and issues resolution.
• Acting as an escalation point for Service NSW in respect to resolution of more complex service delivery issues through use of data analysis and customer feedback.
• Overseeing the customer support operations and systems and software and administration of driving records and related programs, and documentation services that reflect best practice and meet diverse business needs, ensuring optimal accuracy.
• Providing timely, expert, and strategic advice to the Executive Director on licensing regulatory activities and related issues; identify trends, forecasts or risks and recommends appropriate management action or other interventions.
• Partnering with and supporting Service NSW, NSW Police, Revenue NSW, insurers and other stakeholders to achieve effective delivery of licencing programs.

About you

You are experienced in working at a senior level in a public service environment and you bring a customer focused mindset to everything you do. You have a thorough knowledge and understanding of relevant statutory and regulatory requirements that underpin quality regulatory services and you are motivated by the opportunity to drive continuous improvements to the Customer Licensing function. Your strategic thinking skills coupled with a proven ability to lead a geographically spread operational team through periods of significant change will be key to your success. You know how to collaborate effectively with a wide variely of stakeholders and delivery partners to achive tangible outcomes and you thrive on looking for innovative solutions to business challenges.

Salary and Benefits

Fixed term full time role for 12 months. Transport Senior Service TSSE 1B level role