At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.

VicRoads empowers our people to learn and grow- focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.

VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf.

We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.

Salary: $157,960 - $186,854 plus Super
Tenure: Full-time/ ongoing
Location: Melbourne CBD

About the Role

Reporting to the Group Head Customer Service and Operations Support, the Manager Operations Support leads a dynamic, multi-disciplinary team responsible for delivering high-quality customer service support across VicRoads' Registration and Licensing Services.

Key areas of responsibility include:

• Managing complaints and complex transactions
• Overseeing payments and digital support functions
• Maintaining and enhancing knowledge content for frontline and support teams
• Leading internal and external audit activities, ensuring audit readiness and compliance
• Driving operational excellence and continuous improvement across all support functions

This is a strategic leadership role focused on aligning operations with business objectives, optimising processes, and building a high-performing, cross-skilled team that delivers exceptional service to the Victorian community.

About the Job

We're looking for a forward-thinking and experienced leader to join VicRoads as Manager Operations Support. This role is ideal for someone who thrives in a fast-paced, service-driven environment and is passionate about leading transformation, improving customer outcomes, and fostering team capability. You'll play a key role in shaping operational strategy, driving performance, and ensuring compliance across a complex and evolving service landscape.

What We're Looking For

We're seeking a strategic and people-focused leader with:

• Proven experience leading operational and customer service teams in a large organisation
• Strong strategic thinking and ability to translate strategy into operational plans
• Expertise in compliance, audit readiness, and continuous improvement
• Highly developed stakeholder engagement and communication skills
• A tertiary qualification in Business or Operations Management (or equivalent experience)

Desirable:

• Experience in change management and CRM implementation

Key Accountabilities

• Leadership & People: Build capability, mentor leaders, and foster a safe, inclusive, high-performing environment
• Operational Excellence: Oversee daily operations, monitor KPIs, and ensure compliance with legal and regulatory obligations
• Continuous Improvement: Champion process efficiencies, lead change initiatives, and implement audit recommendations
• Projects & Change: Support business readiness and maintain operational effectiveness through transformation
• Stakeholder Management: Build strong relationships across the organisation and ensure audit-ready practices
• Corporate Responsibilities: Uphold privacy, data security, and fraud prevention standards

Our Culture:

Innovation powers progress, but it doesn't come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we're proud our workforce reflects the community we work for.

What we offer:

• Competitive salary and benefits, including opportunities to earn a bonus
• Salary packaging, Fitness Passport & discounts to hundreds of retailers
• Opportunities for professional and personal development
• Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave.

How to Apply:

We encourage applications from people of all genders, backgrounds and communities.

If you need any adjustments to our recruitment process or the role itself, please let us know when applying.

Please submit your application via the "Apply" button.

Applications should include a resume and a brief covering letter.

Applications close 11.59pm on Thursday 2 October 2025.

For a copy of the Position Description please email [email protected]

Unfortunately, applications cannot be accepted via this email.

Please note: VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.