Director, Australian Passport Office

Director, Australian Passport Office (Melbourne and Hobart) Australian Department of Foreign Affairs & Trade – Melbourne VIC 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. It manages each stage of the passport production process including passport application lodgement, application assessment, and passport printing. APO also includes teams focused on service recovery, policy and legislation, data and workload management, complex decision making and staff learning and development. The APO issues passports to Australian citizens, both in Australia and overseas, under the Australian Passports Act 2005 and related laws. It also issues other travel documents, such as Convention Travel Documents, for eligible non‑citizens living in Australia and provides services such as Certificates of No Impediment to Marriage and document legalisations. We perform a critical service to the Australian community both locally and offshore and every day presents challenges, but also rewarding interactions with the community we serve. 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 and escalating to appropriate stakeholders. A demonstrated background in leadership with a genuine passion for customer‑focused service delivery. Experience 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. Strong communication skills – to advocate for and inspire teams. Ability to operate independently, under broad direction, and be accountable for outcomes. Capability to think strategically and apply excellent judgement. Ability to identify and respond to emerging issues, manage and evaluate risks. Well‑developed stakeholder engagement skills. Excellent attention to detail, risk‑management mindset and aptitude for learning new processes and platforms. Ability to engage, influence and build productive collaborations across the APO, working closely with senior management to maintain high standards of customer service and passport integrity. Strong track record in establishing broad networks of people and organisations while communicating sensitively with stakeholders. 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 include: Lead, facilitate and drive continuous improvement across all APO outcomes, ensuring 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, finance, property and IT. 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, customer service and change initiatives. Drive performance and productivity while maintaining and improving quality. Lead initiatives that improve processes or reduce red tape, and work with staff through APO‑wide changes to business operations. Eligibility Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing. Depending on the role, a Working with Vulnerable People/Children registration (or equivalent) may be required. All employees of the department are expected to abide by the APS Values and Code of Conduct and the DFAT Values Statement. #J-18808-Ljbffr