Lead the Future of Payments and Customer Experience in the Shared Services Finance domain covering ACT directorates and Territory Authorities. Are you ready to drive transformation in one of the ACT Government's most critical service delivery areas? As Director, Payments and Customer Experience, you will lead high-impact teams and functions-including Payments, eInvoicing, APIAS and Customer Experience-delivering strategic leadership and operational excellence across the Territory. This is your opportunity to shape how the ACT Public Service interacts with financial systems, stakeholders and service providers, while championing innovation, governance and customer satisfaction. What You'll Do Lead and manage multiple high-volume functions and teams, aligning operational strategies with organisational goals. Inspire and develop a team of up to 25 staff, fostering a positive, high-performance culture. Oversee staffing, budget and resource allocation to support service delivery and strategic projects. Deliver key projects on time and within budget, ensuring alignment with broader strategic intent. Champion customer-centric service standards and drive continuous improvement across all touchpoints. Ensure compliance with legislation, regulations and audit standards through robust policies and procedures. Monitor performance, analyse trends and lead change initiatives to enhance service delivery. Provide high-level advice and support to eight directorates, managing competing priorities with strategic insights. Build strong internal relationships and provide expert advice on cash and payment functions. Manage external partnerships and contracts, ensuring compliance and performance against deliverables. Act as the Senior Director during periods of leave, providing strategic leadership across Finance Operations. Prepare briefings, submissions and recommendations for senior executives and governance forums. Why You'll Love it You’ll lead a team that processes over 450,000 transactions annually, making a tangible impact on government operations. You’ll work with cutting-edge systems like Oracle R12, Converga P2P, Westpac Corporate Online, Avoka/Journey Manager, Satori CRM and ServiceNow. You’ll be at the forefront of digital transformation, including eInvoicing and automation initiatives. You’ll influence policy, drive innovation and collaborate with senior stakeholders across government. Every day brings variety, challenge and the opportunity to shape the future of finance operations in the ACT. Eligibility/Other requirements: Highly desirable: Extensive experience in leading Accounts Payable, eInvoicing and Customer Experience teams. Strong understanding of finance operations, service delivery and relevant legislation. Proven ability to develop and implement interconnected procedures and systems. Experience in change management and strategic project delivery. Proficiency in financial systems and Microsoft Office Suite. Behavioural capabilities: Strategic leadership and mentoring skills. Initiative and accountability in delivering business outcomes. Strong analytical and problem-solving abilities. Excellent stakeholder engagement and relationship management. Adaptable communication and influencing skills. Notes: A Merit Pool may be established from this selection process and will be used to fill vacancies over the next 12 months. Selection may be based on application and referee reports only. Please note, this position will be moving to a new workplace designed for activity-based working (ABW). Under ABW arrangements, officers will not have a designated workstation/desk. Opportunities for flexible working options could include hybrid working, being a combination of working from home, designated office based and FlexiSpace working locations across the ACT, part-time hours, job-sharing, flexible start, and finish times. How to apply: To apply, submit a pitch of two pages or less outlining why you are the best candidate for the role addressing the key duties and responsibilities of the role. Include your current curriculum vitae and the details of two referees. Applications should be submitted via the Apply Now button below. LI-DNI