Team Leader – Complaints
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Tēnei tūranga – About the role
The Team Leader is a team leadership position in MBIE. The Team Leader will bring their business understanding and perspective to work in partnership with other managers and team members.
The Team Leader is responsible for leading and managing a professional team of Resolutions Analysts and a Support Officer and is responsible for ensuring the Central Feedback Team effectively administers INZ’s Complaints and Feedback Process and the Statutory Complaints Team provides high quality information, analysis, and recommended responses to statutory complaints. The Team Leader will also be required to provide a high level of technical advice internally to support INZ in complaint management and enable improvements to be made across the immigration system.
The Team Leader is responsible for building and enhancing the overall capability of the team to ensure quality, timeliness and consistency of advice and practices in relation to the team’s work with the Assurance Branch and the wider INZ
Ngā herenga – Requirements of the role
Personal specifications
- Proven experience in the effective leadership and management of a team of staff.
- Knowledge of immigration operations and procedures.
- Understanding of how work programmes are implemented and delivered.
- Strong ability to coach and mentor others by sharing their own experience and helping to challenge thinking.
- Ability to work effectively as a member of a team to achieve overall results.
- Demonstrated experience in developing and maintaining an environment focused on continuous improvement to enhance organisational performance.
- Ability to quickly identify, establish and build strong working relationships.
- Excellent written and verbal communication skills.
- Proven ability to develop trust and credibility with managers and staff.
- Sound working knowledge and understanding of the machinery of government and relevant operating procedures and policies and decision-making processes that apply within the State Sector.
- Knowledge and understanding of the Privacy Act 2020 and the Official Information Act 1982.
- Relevant tertiary qualification or equivalent experience.
- The ability to gain and maintain a national security clearance as required.
- Must be a NZ citizen or hold a residence class visa (if the role is in New Zealand).
Takohanga tuhinga o mua – Key accountabilities and deliverables
Provide high quality, timely services to support complex decision-making
The Team Leader will oversee the day-to-day work of a team of Resolutions Analyst/Support Officer in the:
- Provision of a very high standard of quality checking and technical advice for the Complaints team and being thereby responsible for that quality checking and guidance; and protecting the reputation of INZ, and our Ministers.
- Provision of timely, high-quality information, analysis, and recommended responses to statutory complaints (Ombudsman, Privacy Commission, Human Rights Commission.)
- Effective operation of INZ’s own complaints process and/or the work of other immigration related review functions.
- Contribute own expertise to the identification and development of insights and solutions for issues affecting the health of the immigration system and to continuous improvement initiatives.
- Develop clear objectives, performance indicators and key deliverables and evaluates their effectiveness.
People leadership
- Models’ positive management and leadership behaviours.
- Models the desired values and culture of the organisation and leads this across the team.
- Fosters an open, collaborative environment that encourages quality, innovation, ongoing learning, and knowledge sharing within the team.
Team management
- Implements strategies, work programmes and performance targets for the team with supporting measurement, monitoring and Implements strategies, work programmes and performance targets for the team with supporting measurement, monitoring, and reporting mechanisms.
- Regularly monitors and reports on progress towards achievement of plans and strategies.
- Continually reviews and considers improvement to all elements of the team’s operations.
- Effectively and consistently identifies and manages risk.
- Manages resources in line with approved delegations, guidelines and reporting requirements, with a focus on cost effectiveness in the Ministry.
Team leadership
- Establishes clear accountabilities, expectations and performance standards with direct reports and ensures regular performance management and development occurs.
- Monitors individual and team performance to ensure that performance targets are met.
- Provides feedback to staff on team and individual performance.
- Motivates team members and gives them opportunities to participate.
- Coaches and develops staff to meet the needs of MBIE now and in the future.
Wellbeing, health & safety
- Displays commitment through actively supporting all safety and wellbeing initiatives
- Ensures own and others safety at all times
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting
- Reports all incidents/accidents, including near misses in a timely fashion
- Is involved in health and safety through participation and consultation
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Team Leader position reports into the Immigration Complaints Manager within the branch Assurance. The branch sits within the Immigration New Zealand group.
Matatautanga – Competencies (Leadership Success Profile)
The Leadership Success Profile (LSP) is a leadership capability framework, developed by the New Zealand public sector for the New Zealand public sector. It creates a common language for leadership and establishes what great leadership looks like. You can look at the twelve underpinning capabilities and four leadership characters here: Leadership Success Profile | Te Kawa Mataaho Public Service Commission(external link)
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
