Manager Service Delivery

Transcription

1 Manager Service Delivery Services & Access, Service Delivery & Operations The Manager Service Delivery is responsible for leading a portfolio of teams to deliver customer-centred services across the range of SDO products and services. This includes responsibility for developing high performing teams; fostering a customer-centred approach and culture, which puts the customer and their whanau at the heart of our identify and life events services; and building capability to adapt to new ways of working that make it easier for customers to access our services. Reporting to: General Manager Services & Access Location: Wellington Salary range: Delivery J What we do matters our purpose Our purpose is to serve and connect people, communities and government to build a safe, prosperous and respected nation. In other words, it s all about helping to make New Zealand better for New Zealanders. How we do things around here our principles We make it easy, we make it work Customer centred Make things even better We re stronger together Work as a team Value each other We take pride in what we do Make a positive difference Strive for excellence Working effectively with Māori Te Aka Taiwhenua our Māori Strategic Framework enables us to work effectively with Māori. We accept our privileged role and responsibility of holding and protecting the Treaty of Waitangi / Te Tiriti o Waitangi.

2 Leadership Support the General Manager Services & Access in creating the vision, setting the direction and building the capability of the Services & Access Group to deliver customer-centred services Support the implementation and operation of the SDO Operating model by enabling a customercentred approach to the delivery of services Work collaboratively with other Service Delivery Managers, the Manager Operations Delivery and the Manager Contact Centre to ensure a consistent and customer-centred approach to product and service delivery across the system of service delivery Lead and support Team Leaders to develop and sustain high performing teams and a culture of commitment to customer-centred service delivery Mentor Team Leaders and teams to work collaboratively and flexibility and to adapt to new ways of working that make it easier for the customer to access services Functional Management Manage service delivery to align with approved operating policies and processes and meet customer needs and service level expectations Monitor work in progress, seasonal and emerging trends and changes in the eco-system to support effective forecasting, the development of appropriate resourcing models and the effective use of resources to meet customer demand Ensure all resources are managed effectively to meet customer demand and to respond to planned changes to the system of service delivery Ensure there is the capability and capacity to continue to meet future customer demand and business needs in a rapidly changing service environment Ensure all services are delivered and processing is completed within agreed timeframes, to agreed standards and in accordance with operating policies, processes and legislative requirements The Manager Services Delivery contributes leadership to the Services & Access Group A clearly defined view of what customer-centred service delivery looks like and how this contributes to the success of the SDO Branch All service delivery activity aligns to the SDO Operating Model and enhances the customer experience Engaged team leaders and teams working towards a common commitment to customercentred service delivery Delivery of efficient and customer-centred services that align to operating policies, comply with legislation and meet service leave and customer expectations. Effective use of forecasting and planning to manage the allocation of resources to meet customer demand Effective monitoring and reporting of performance against SLA and business plans The provision of sound advice to the GM, DCE and Ministers Page 2 of 6

3 Develop, set and maintain reporting requirements to measure and monitor workflow, service and operational performance Ensure operational risks are identified early and proactively managed with early escalation of significant risks Contribute to the annual strategic planning, accountability and business planning processes as required and ensure the unit delivers against plans Manage the provision of advice to support decision making on complex cases, including where appropriate to the General Manager Services & Access, the DCE SDO and Ministers Maintain currency with emerging trends and development in service delivery systems, processes and practices and the potential for future change Identify opportunities and contribute ideas to enhance service delivery and reduce service costs Participate in eco-system Groups and Forums as required Exercise statutory powers, functions and duties (only applicable where delegated) Statutory powers, duties, functions and responsibilities as delegated by the Registrar- Genera of Births, Deaths and Marriages are performed in accordance with the requirements of legislation, such as alteration of life event and core identity records, creation of identities for law enforcement purposes, decisions on investigations and prosecutions Decision making responsibilities, as delegated by the Minister, on access of citizenship registers, renunciation and denial of citizenship, and citizenship application processes Comply with all the statutory requirements of legislation impacting on the delivery of birth, death, relationship and citizenship products and services. Provide clients, stakeholders and members of the public with information about the legal requirements of the civil registration and citizenship systems. Marriages, civil unions and citizenship ceremonies performed as required Execution of statutory powers, duties and responsibilities in accordance with the requirements of the legislation Page 3 of 6

4 People Leadership & Management Recruit, lead and manage the team in line with HR guidelines and the People Leader profile of the DIA Capability Framework Manage the performance and development of staff in accordance with DIA processes and the needs and priorities of the Partners and Products Group Undertake regular DIA culture and engagement activities with the team Motivate, enable and engage the team to achieve results Relationship Management Develop and maintain strong and effective relationships with managers across Services and Access, Partners and Products, Operations and internal service delivery partners to ensure an integrated and consistent approach to customercentred service delivery Develop strong and effective working relationships with other NZ and international agencies as relevant to the delivery of identity and life events products and services Behaviour as a people leader in line with the DIA Capability Framework Leadership and management of the team meets DIA expectations The performance and development of staff within the Team is appropriately planned and managed in accordance with DIA processes and business needs Direct reports have clear expectations of their performance, including individual Performance Plans, and receive regular performance feedback Regular culture and engagement activities are undertaken Manager Service Delivery working with managers across Products, Services and Operations to support end to end and consistent service delivery, processing, production and delivery of Identity and Life Events products and services The Manager Service Delivery working with other agencies to contribute to the delivery of identity and life events services across the eco-system Page 4 of 6

5 Advise Collaborate with Influence Inform Manage/ lead Deliver to The Department of Internal Affairs Building Capability Lead and model a strong continuous improvement culture and approach that aligns to SDO s strategy and operating model and enhances the customer experience Build capability, such as adaptability and resilience, to support new ways of working that make it easier for customers to access services Provide leadership for and contribute to the implementation of organisational-wide change and development initiatives Support the overall strategic and operational development of the Business Group and Branch by undertaking specific projects as required Provide leadership for activity to improve culture and engagement across the Business Group and SDO Branch Health and safety (for self and team) Take responsibility for keeping self and team free from harm Ensure staff are informed of Health and Safety requirements in the workplace and are equipped to carry out their work safely A customer-centred and continuous improvement approach to everything we do An adaptable and resilient workforce that embraces change and new ways of working All requirements of DIA s Health and Safety policy and procedures are met Who you will work with to get the job done Internal External General Manager Services & Access Service Delivery Team Services & Access Leadership Team Senior management across SDO Internal service providers Ministers Offices Other government agencies with related responsibilities International agencies / forums The public Service providers Page 5 of 6

6 Your delegations as a manager Human Resources delegations D Financial delegations D Direct reports 6-9 (total staff reporting, approx ) Your success profile for this role At DIA, we have a Capability Framework to help guide our people towards the behaviours and skills needed to be successful. The core success profile for this role is People Leader. Keys to Success: Setting expectations Encouraging innovation Building effective teams Identifying talent and developing others Motivating others to achieve results Developing business acumen What you will bring specifically Experience: Proven experience in a significant service delivery management role Proven experience managing or leading a teams in a service delivery environment Knowledge: Sound understanding of customer services operations Sound working knowledge of machinery of government and government processes Commercial savvy Skills: Other: Proven ability leading and developing high performing teams Ability and desire to think beyond immediate issues, to consider the longterm and broader implications, and clearly identify what needs to be done Ability to plan, manage and follow through, to ensure the best flow and completion of activities that deliver results, on time, to requirements and within budget Ability to manage effective relationships with internal and external stakeholders and customers Effective negotiation and performance management skills New Zealand Citizenship The ability to obtain and maintain an appropriate security clearance Relevant tertiary qualification Page 6 of 6