Applications for this position close on Monday 22 December 2025 at 11.30pm AEDT. The Australian Passport Office (APO) is seeking a Director to oversee and support the day-to-day operations for the delivery of efficient, responsive and secure passport services in the Melbourne and Hobart Passport Offices. The role is based in our Melbourne office, however regular travel between Melbourne and Hobart will be required. You will be part of a collaborative and highly professional management team, that strives to continuously improve performance and create a positive and supportive environment for our workforce. The APO provides access for Australians to secure international travel documentation, through timely and responsive passport services. The APO manages each stage of the passport production process including passport application lodgement, application assessment, and passport printing. The APO also includes teams focused on areas such as service recovery (complaints and feedback); policy and legislation; data and workload management; complex decision making and support for staff learning and development. The APO issues passports to Australian citizens, both in Australia and overseas, under the Australian Passports Act 2005, related laws, and the Convention on International Civil Aviation. We also issue other types of travel documents, for example, Convention Travel Documents, to eligible non-citizens living in Australia. Within Australia, APO staff are also authorised to provide services such as the issuing of Certificates of no Impediment to Marriage (CNI) and legalisations of documents (Apostilles and Authentications). We perform a critical service to the Australian community both locally and offshore and every day presents challenges, but also provides stimulating and rewarding interactions with the community that we serve. This recruitment process will be used to fill current vacancies as well as vacancies which may arise over the coming 18 months. Our Ideal Candidate The APO is seeking an adaptable, experienced leader who can achieve outcomes in any environment with a focus on exceptional delivery of customer services. The Director uses initiative, thinks strategically and applies excellent judgement in making decisions, in complex case management and the requirement for escalation to appropriate stakeholders. To lead our teams, we are looking for candidates who have: • A demonstrated background in leadership with a genuine passion for customer focused service delivery (and upholding our core value of commitment to service). • A demonstrated background managing business performance, resources and establishing priorities within a national workload management context • The highest standards of integrity, confidentiality and professionalism, and adherence to APS and Departmental values • The ability to mentor, coach and develop staff by sharing experiences and skills • Be a strong communicator - to advocate for and inspire your teams. • The experience to operate independently, under broad direction, and be accountable for outcomes. • Initiative, and can think strategically and apply excellent judgement • The ability to identify and respond to emerging issues while identifying, managing and evaluating risks • Well-developed skills in stakeholder engagement • Excellent attention to detail, risk management mindset and an aptitude for learning new processes and platforms. • The ability to engage, influence, and build productive collaborations across the APO, working closely with senior management colleagues to contribute to building and maintaining high standards of customer service and passport integrity • A strong track record in establishing broad networks of people and organisations whilst remaining adept at communicating sensitively with stakeholders when managing complex issues. All employees of the department are expected to abide by the APS Values and Code of Conduct and the DFAT Values Statement . The key duties of the position include Your duties and responsibilities will be aligned to the relevant APS Work Level Standards . Working as part of the Passport Customer Services Branch leadership team, the duties to undertake the role include: • Working as part of a senior management team to lead, facilitate and drive continuous improvement across all APO outcomes to ensure a seamless interface between management, staff and stakeholders • Lead business and drive the development of national and local strategies to improve against key performance measures - ready to take the initiative and lead nationwide projects • Lead and support Melbourne and Hobart Passport Office daily operations and resources including people, financial, property and IT resources • Provide strong management, leadership, communication, and customer focus in the delivery of passport services • Progress business outcomes, meet key performance and quality assurance indicators and report to senior management • Contribute to the development and implementation of new strategies, operational policy and procedures and customer service and change initiatives • Drive performance and productivity while maintaining and improving quality • Contribute to business improvement projects, lead initiatives that improve processes or reduce red tape, and work with staff through APO-wide changes to business operations.
