Investigations & Intelligence Manager

NSW Department of Customer Service; Sydney; Hybrid; AUD 150,000 - 184,000; Full time

Job summary

NSW Department of Customer Service is seeking an experienced Investigations & Intelligence Manager in Sydney to lead a team of investigators and analysts. You will guide complex fraud and compliance investigations, leveraging data analytics to inform regulatory outcomes and protect public trust.

The role requires strategic thinking, stakeholder engagement, and a proven track record in intelligence-led investigations within regulatory settings.

Qualifications

• Significant experience conducting and leading complex investigations and regulatory activities.
• Experience in criminal and/or administrative law environments is desirable.
• Ability to lead intelligence-led investigations and use analytics to guide actions.
• Strong stakeholder management and influencing skills are essential.

Responsibilities

• Lead and develop a team of investigators and intelligence professionals, fostering accountability and performance.
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• Oversee complex, high-profile and sensitive investigations.
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• Use analytics to identify risks, trends and regulatory intervention opportunities.
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• Provide strategic advice and recommendations to senior leaders on outcomes.
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• Develop and maintain investigation frameworks aligned to legislative requirements.
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• Build partnerships with government agencies and industry stakeholders to achieve outcomes.
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• Drive continuous improvement to enhance capability and service delivery.
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• Monitor emerging risks and regulatory changes to maintain contemporary practices.

Skills

Investigations leadership

Stakeholder management

Regulatory processes

Intelligence-led investigations

Analytical decision-making

Strategic advisory

Team leadership

Judgment and resilience

Education

Diploma IV in Government Investigations

Security clearance eligibility

Tools

Analytics tools

Job description

NSW Department of Customer Service – Sydney CBD NSW

• Grade: Service NSW Grade 11/12 Starting salary $167,165 plus superannuation and leave loading


• Location: Sydney (Haymarket), Parramatta or Gosford. We support flexible and hybrid work arrangements with an in-office requirement of 2 days per week. This may be subject to change in line with workplace policies


• Employment Type: Full time ongoing.

Lead complex investigations that protect the people of NSW

At Service NSW, we're committed to delivering trusted government services while protecting the integrity of the programs and services relied upon by millions of people across NSW. As the Manager you'll lead a high-performing team responsible for delivering intelligence-led, risk-based investigations that support regulatory compliance and protect the community.

This is a unique opportunity for an experienced investigations leader to manage complex and sensitive matters, provide strategic advice to senior stakeholders, and drive continuous improvement in regulatory and compliance practices.

About the role

As Investigations & Intelligence Manager, you will lead a team of investigators and intelligence professionals responsible for assessing, investigating and responding to complex fraud and compliance matters. You'll oversee high-profile investigations, leverage intelligence and analytics to identify emerging risks, and provide expert recommendations that support informed decision-making and regulatory outcomes.

Working closely with internal stakeholders, government agencies and industry partners, you'll play a key role in strengthening regulatory capability, enhancing compliance outcomes and protecting public confidence in government services.

Key responsibilities

• Lead and develop a team of investigators and intelligence professionals, fostering a culture of accountability, collaboration and high performance.


• Manage and oversee complex, high-profile and sensitive investigations


• Use intelligence and analytics to identify risks, trends and opportunities for regulatory intervention.


• Provide strategic advice and recommendations to senior leaders on investigation outcomes and compliance matters.


• Provide strategic advice and recommendations to senior leaders on investigation outcomes and compliance matters.


• Develop and maintain investigation frameworks, policies and regulatory practices aligned to legislative requirements and best practice.


• Build strong partnerships with government agencies, industry bodies and key stakeholders to achieve operational outcomes.


• Lead continuous improvement initiatives to enhance investigation capability, processes and service delivery


• Monitor emerging risks, legislative changes and industry developments to ensure contemporary and effective regulatory practices.

About you

We're looking for a confident and capable investigations leader who can balance operational excellence with strategic thinking.

To succeed in this role, you will bring:

• Significant experience conducting and leading complex investigations, compliance activities or regulatory functions.


• Strong knowledge of investigative practices, evidence gathering and regulatory processes.


• Demonstrated experience working within criminal and/or administrative law environments.


• Experience leading intelligence-led investigations and using analytics to inform operational decisions


• Exceptional stakeholder management, negotiation and influencing skills.


• Proven leadership experience, including coaching, mentoring and developing high-performing teams.


• Strong judgement, resilience and the ability to manage sensitive and contentious matters

At Service NSW, you'll have the opportunity to lead work that has a direct impact on protecting public trust and delivering positive outcomes for the NSW community. You'll work alongside passionate and dedicated professionals in a collaborative environment that values innovation, integrity and continuous improvement.

• Diploma IV in Government Investigations, or equivalent qualification, or willingness to obtain.


• Appointment and ongoing assignment is subject to satisfactory participation in pre-employment checks, ongoing probity screening, and completion of a satisfactory criminal record check.


• You must also hold or be willing to apply for a security clearance if required

Although not essential it is highly desirable that you have subject matter expertise relevant to financial and identity-related fraud and knowledge or identity verification services

Ready to lead investigations that make a real difference?

Salary Grade 11/12, with the base salary for this role starting at 167,165 base plus superannuation

Closing Date: Monday 19th October 2026 [at 9.59am]

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8*** or *************@customerservice.nsw.gov.au.

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Information on adjustments available for the recruitment process