London Manager Services and Access, Service Delivery and Operations The purpose of the London Manager position is to provide leadership and day to day management of a team of Identity and Passport Officers, ensuring they have the appropriate skills and knowledge to consistently deliver efficient, and effective, high quality services to the people of New Zealand. In addition, the position is responsible for developing and maintaining effective relationships with other NZ and international agencies relevant to the management of Internal Affairs, particularly as it relates to the day to day delivery of agency services offshore in order to ensure the integrity of the New Zealand Passports and to enhance the Department s reputation. Reporting to: Manager Service Delivery (Counters) Location: London Salary range: 45,999 to 59,524 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 Tari Taiwhenua 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. Page 2 of 8
What you will do to contribute Leadership Lead and motivate staff to ensure they have the appropriate skills and confidence to make quality decisions, including: Clearly set expectations, monitor team performance and provide constructive feedback and coaching to support high performance Lead all team members in a manner which fosters a positive culture and environment that is consistent with the principles and behaviours of the Department and leads to a highly engaged work force Identify and assess areas for capability development; and develop, implement and manage performance and development plans to enhance performance Mentor and coach direct reports to enable the delivery of results with the best outcome for customers and the Department Recruit, induct and retain a highly effective team of delivery focused professionals to provide high quality services Interpret, communicate and promote the Department s and SDO s strategic direction within the team and link their work to that areas line of sight Engage effectively with their Manager to agree their own professional development including maintaining currency with best practice methodology in leading, motivating and coaching delivery As a result we will see 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 Page 3 of 8
What you will do to contribute Operational Delivery Actively manage resources to meet workload demands Manage the team s outputs to maintain an efficient service that meets SDO s agreed internal and external timeframes Contribute to the Business Group s strategic direction by supporting the Operations Manager to communicate the business future direction and plans, and how they translate to the work of the team Work with peers in the Business Group and across the Branch to manage day-to-day operational demand Display risk awareness by identifying and resolving issues at the earliest opportunity Escalate issues identified as a risk to the Operations Manager Support the Operations Manager to identify process improvement initiatives and coordinate and manage the implementation of key operational projects Identify opportunities to improve business performance and productivity by effectively deploying direct reports/delivery teams and resourcing projects to achieve delivery targets Act as the first point of contact for team members; assigning tasks, providing direction, coaching, review and feedback Understand and interpret relevant legislation and policy as required and ensure team member compliance Manage the financial processes required for dayto-day management of the team, ensuring personal accountability and integrity for decisions As a result we will see 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 Manager Service Delivery Page 4 of 8
What you will do to contribute Customer Focus Ensure that services meet the needs of, and are accessible to the full range of customers Instil a culture of customer focused thinking and operating within the team; educating, reinforcing and modelling the Departments principles and behaviours Model a strong service ethic developing a quality orientated, timely and service focused approach Provide ownership and accountability for the customer experience within the business function Proactively look for opportunities to improve the end-to-end process for the good of the customer Relationships Develop and maintain effective relationships and communication with team leader peers to foster collaborative leadership and service improvements across the Branch Develop and maintain sound working relationships with key stakeholders both internally and externally including counterparts within NZ Inc, and private industry representatives where appropriate Develops and maintains effective relationships with other NZ and international agencies relevant to the management of Internal Affairs particularly as it relates to the day to day delivery of agency services offshore in order to ensure the integrity of the New Zealand Passports and to enhance the Department s reputation As a result we will see Engaged team members working towards a common commitment to customer centred service delivery Delivery of efficient and customer-centred services that align to operating policies, comply with legislation and meet service leave and customer expectations. Manager London 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 London working with other agencies to contribute to the delivery of identity and life events services across the eco-system Page 5 of 8
Advise Collaborate with Influence Inform Manage/ lead Deliver to Te Tari Taiwhenua What you will do to contribute Corporate Responsibilities Use resources responsibly for the benefit of the Group, Branch and the Department Participate in Department, Branch and Group development initiatives Undertake appropriate professional development; maintain currency of professional expertise in order to maintain or build credibility Undertake other tasks that the department may reasonably require Contribute to the promotion and effective implementation of changes to policy and procedure for the benefit of the department 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 Health and safety (for team) Inform, train and equip staff to carry out their work safely Ensure prompt and accurate reporting and investigation of all workplace incidents and injuries Assess all hazards promptly and ensure they are managed As a result we will see A customer-centred and continuous improvement approach to everything we do An adaptable and resilient workforce that embraces change and new ways of working A safe and healthy workplace for all people using our sites as a place of work. 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 Operations Managers/Managers Team leaders Staff members Other Government Agencies The public and their representatives Your delegations as a manager Human Resources and financial delegations E Direct reports 10-15 Page 6 of 8
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 operational and business management skills People leadership and relationship management skills preferably operating in a remote location Relevant experience developing and leading high performance teams in the delivery of customer-centric services Relevant experience influencing organisational culture Proven experience successfully managing high work volumes within tight time frames in a production and service delivery environment Demonstrated experience establishing and maintaining effective relationships with others Knowledge: An awareness of own leadership style and an understanding of the leadership behaviours that lead to highly engaged teams Understanding of the political process and the role and place of public service agencies and a commitment to the overall goals and objectives of the New Zealand public services Develop an understanding of best practice methodology and policy legislation as required for the role An understanding of wider organisational strategic focus and how the business group fits into this Skills: Strong customer service focus Highly developed critical reasoning and analytical skills within a complex and evolving environment Proven ability to lead, motivate, empower, coach and develop effective and engaged teams Demonstrated verbal and written communication skills Strong cross-functional relationship management and negotiation skills An ability to work within a geographically remote location within appropriate Page 7 of 8
Your success profile for this role What you will bring specifically autonomy Education and Professional Memberships: Relevant tertiary qualification (equivalent NZQA level 6 or 7) or equivalent experience Other requirements: New Zealand Citizenship The ability to obtain and maintain a satisfactory security clearance Page 8 of 8