Employment overview

Annual salary range: $130,483 - $150,000 plus super

Employment type: Ongoing/ full-time

Usual work location: Melbourne CBD

About the opportunity

An exciting opportunity exists for an experienced operational governance leader to join VicRoads as Manager Operational Governance. Reporting to the Manager Operations Support, this role is responsible for providing strategic oversight, governance and operational leadership to ensure consistent, compliant and customer-focused service delivery across Registration and Licensing Services. You will lead the development and implementation of operational governance frameworks, oversee operational knowledge management and service standards, and ensure governance practices remain aligned with organisational objectives and regulatory requirements.

Key responsibilities

- Leading operational governance frameworks, controls and decision-making processes across Registration and Licensing Services.
- Driving governance maturity and ensuring operational practices support customer outcomes, compliance obligations and transformation initiatives.
- Overseeing operational knowledge management, including manuals, procedures, business rules and work instructions to maintain a single source of truth.
- Leading customer complaint management and resolution frameworks, translating customer feedback and operational issues into actionable business insights.
- Identifying systemic risks, service improvement opportunities and emerging trends to strengthen customer outcomes and operational performance.
- Supporting digital transformation and business change initiatives by embedding governance requirements, ensuring operational readiness and maintaining service continuity.
- Influencing stakeholders across Operations, Digital, Product & Experience and Corporate functions to align policy intent, customer needs and operational delivery.
- Leading teams and cross-functional initiatives to deliver sustainable operational improvements and organisational outcomes.

About you

You are a strategic and customer-focused leader with strong governance and operational excellence experience gained within complex, regulated or customer service environments. To be successful in this role, you will bring:

- Experience in transport, licensing, registration, government, regulatory or customer service environments.
- Demonstrated experience managing complaint management, customer resolution or service recovery functions.




- Strong experience in governance, risk management and operational control frameworks.
- A proven track record supporting digital transformation, operational readiness or large-scale organisational change initiatives.
- Experience leading teams and cross-functional stakeholders to deliver high-quality customer and business outcomes.
- Strong knowledge of governance, compliance, risk management and escalation processes.
- The ability to interpret complex legislative, regulatory and business requirements and translate them into effective operational practices.
- Excellent stakeholder engagement, influencing and relationship management skills.
- Experience driving continuous improvement and identifying opportunities to enhance service quality and operational performance.
- Relevant tertiary qualifications in business or a related discipline will be highly regarded.

What we offer

- 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.

Compliance and eligibility

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.

Application deadline

Please note applications close Tuesday 18 August 2026.

Company culture

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 recent 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. VicRoads has a single and easy purpose - to keep Victorians moving safely and smoothly. As an organisation we believe innovation powers progress - of our people and Victorian communities. Our work matters. Victorians trust us with their safety, with critical moments in their lives and their livelihoods. And it's with innovation, purpose, inclusivity, and collaboration that we make a difference, and that we progress. VicRoads Registration and Licensing Services (RLS) is on a pivotal transformation journey, with a dedicated focus on placing customers at the heart of everything we do. We’re committed to modernising our operations and expanding our service offerings to meet customer needs. At the core of our business, we manage the essential services of vehicle registration and licensing and our goal is to simplify interactions with VicRoads RLS, making our services more accessible and user-friendly. We’re also expanding our custom plate offerings and developing value-added products and services for those using and supporting our road networks. In August 2022 VicRoads embarked on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie to operate and modernise registration and licensing services on its behalf. The joint venture is a 40-year partnership where the Government retains ownership of VicRoads, and continues to control regulation, policy, data, and privacy provisions for VicRoads Registration and Licensing. The Government sets pricing and collects the revenue for essential registration and licensing fees, whilst also maintaining its roads and safety responsibilities. Our organisational values steer our actions, decisions, and behaviours as we progress on our path of transformation - innovating to keep Victorians moving.

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📌 Manager Operational Governance (Melbourne)
🏢 Victorian R&L Services Trust
📍 Melbourne