Workflow Co-ordinator

Transcription

1 Workflow Co-ordinator Identity & Passport Services, Service Delivery & Operations The purpose of this role is to contribute to the ongoing success of Identity & Passport Services by the management and allocation of work in progress across teams and locations. Monitor the changes and fluctuations in demand as well as determining and forecasting daily production demand. Provide support to the team leader group with allocation of tasks to ensure demand is met, and management and escalation of issues in production as they arise. Reporting to: Team Leader Location: Wellington, Auckland, Sydney, London Salary range: Delivery F 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 Building Capability Work effectively with peers Provide advice and support to Identity & Passport Officers Work effectively and collaboratively with the leadership cohort across IPS Provide mentoring to new and developing Identity & Passport Officers Leadership Investigate and resolve issues and errors as they arise Ensure work is allocated to the right people, in the right place, and at the right time across the global work pool Display risk awareness by escalating the right issues and errors at the right time to the right people Provide leadership in the production workflow Provide leadership in approval and/or second check of work completed, including administrative work undertaken by the Team Leader or Manager as required Peers are fully supported in their work Continued development for Identity & Passport Officers Consistency across Identity & Passport Services New staff members are supported and developed Issues are resolved on investigation The reputational and security risks for DIA are upheld through our process All people in IPS will feel supported and the workflow will be uninterrupted Global work in progress will be consistent across IPS Workflow management Monitor and allocate global workflow across the business effectively and collaboratively with peers Monitor and allocate urgent and non-standard work demand across the business effectively and collaboratively with peers Manage and plan rosters for standard and nonstandard work to ensure appropriate cover to meet demand Co-ordinate and determine overtime demand and allocation Global work in progress position and management is consistent and meeting standards of quality and timeliness Urgent and non-standard work in progress is consistent and meeting standards of quality and timeliness Staff are allocated to work in areas of demand and customer need Page 2 of 5

3 Logistics & Document Security Undertake reconciliation of stock, ensuring maintenance of appropriate stock levels and ensuring strict security protocols are adhered to Receive, account, and prepare for dispatch all diplomatic bag (MFAT) or stock and secure materials transfer Undertake updates and maintenance checks on all mobile Emergency Travel Document production equipment and software Ensure secure transfer or destruction of files and documents between IPS locations Work effectively and collaboratively with the Logistic & Document Security Controller Work effectively and collaboratively with the CBN representatives Stock and documents are maintained ensuring reputation, security and integrity of the Department is upheld Transfer of secure stock and documents are managed appropriately and through agreed interagency protocols ETD equipment is maintained and available for emergency issuance work Centralised document security and integrity needs are met, and demand forecast appropriately Relationships with CBN are maintained and CBN equipment is appropriately managed Data Analysis & reporting Provide advice and support to the Production Manager on trends, shift, and issues within the production workflow Gather and analyse data on areas of focus within the business Proactively monitor for changes and/or emerging issues and report appropriately Report on quality and quantity statistics for individuals and teams to assist the team leaders in ongoing performance management and the business in ensuring consistency in production Identify areas for improvement and potential solutions and contribute to the Business Improvement Forum Production manager is able to access data essential for the accurate prediction and forecasting for the business group Business improvement initiatives are considered and based on evidence and analysis Team Leaders are supported in ensuring staff are working appropriately and consistently in terms of quality and volumes in production Relevant and accurate data is collected for analysis Page 3 of 5

4 Advise Collaborate with Influence Inform Manage/ lead Deliver to Application Process & Production Complete tasks associated with the end to end processing of applications as required Seek expert business and legal advice where necessary Analyse, interpret, and apply the relevant legislative requirements and Department policy and procedures Ensure service delivery meets the needs of the customers Complete tasks associated with the end to end processing of non-standard applications appropriately and within agreed time and quality standards Manage refunds, compassionate, overpayments and waivers as appropriate Health and safety (for self) Work safely and take responsibility for keeping self and colleagues free from harm Report all incidents and hazards promptly Know what to do in the event of an emergency Cooperate in implementing return to work plans High quality travel documents are produced for our customers Risks are identified and mitigated Greater understanding is gained of the problems and barriers customers are experiencing when accessing our products Influence on the change in the way in which we deliver our products and services Continuous improvement of processes across all aspects of the business Relevant and accurate data is collected for analysis A safe and healthy workplace for all people using our sites as a place of work. Health and safety guidelines are followed Who you will work with to get the job done Internal Peers Identity & Passport Officers Team Leaders Production Manager Logistics and Document Security Controller Wider SDO and DIA colleagues External Customers CBN representatives MFAT, and other stakeholders Your delegations Human Resources and financial delegations Direct reports Nil Nil Page 4 of 5

5 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 Specialist. Keys to Success: Problem solving Critical thinking Interpersonal savvy Navigating complexity Communicating with influence Technical and specialist learning What you will bring specifically Experience: Demonstrated evidence of consistent successful performance as an Identity & Passport Officer A history of achievement in in our production environment Knowledge: Extensive knowledge across the services of Identity & Passport Services Proven learning ability Demonstrates an excellent understanding of digital services and technology Skills: Well-developed communication skills including the ability to persuade and influence to obtain optimal outcomes Well-developed analytical ability Demonstrates ability to coach and develop others Other requirements: New Zealand Citizenship is essential Ability to attain and maintain a satisfactory security clearance Page 5 of 5