Visa Operations Manager
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Tēnei tūranga – About the role
The Visa Operations Manager is responsible for the day to day optimising of product processing and performance, and decision quality.
The Visa Operations Manager will lead a team of Immigration Managers to drive efficiencies and performance improvement to inform quality decision making. The Visa Operations Manager is part of the management team that supports the Head of Operations.
The roles are permanent both onshore and offshore, however offshore you will be assigned to postings in locations for a fixed term period.
Ngā herenga – Requirements of the role
Personal specifications
- Sound experience in the application and interpretation of legislation, preferably in an Immigration context.
- Experience in implementing quality processes and strategies designed to improve productivity and delivery of excellent customer service.
- Experience in leading, coaching and mentoring others to achieve results and personal growth.
- Experience in management of operations functions and/or business units, in a complex and/or global organisation.
- Experience in developing and maintaining key networks and relationships with stakeholders, including other New Zealand Inc. agencies, and in being able to navigate through complex political environments in order to promote the organisation.
- Good knowledge and practical application of management tools such as financial, monitoring and reporting systems.
- Experience in the application of risk management concepts and techniques as they pertain to decision-making and business operations.
- Having the managerial courage to speak up.
- Positive and constitutive disposition.
- Bringing a broader perspective and horizon to build business leadership.
- Leading change.
- The ability to gain and maintain a national security clearance as required.
- Must be a New Zealand citizen or hold a permanent residency class visa (if the role is located in New Zealand)
- Must have the legal right to live and work in the country in which this position resides (if the role is located outside of New Zealand)
- Must be able to travel to fulfil the requirements of the role.
Qualifications
- Tertiary qualification in a relevant field or equivalent experience.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Leadership
Provides leadership that engages and motivates others to succeed and develop, and proactively share experience, knowledge and ideas.
- Leads and optimises day-to-day visa processing functions to ensure quality decision-making.
- Builds a culture of high performing teams to drive quality and performance.
- Collaborates across internal and external stakeholders to achieve desired outcomes within the product line.
- Coaches/trains staff to achieve quality outcomes.
- Embeds strategic visions/plans into operational units.
- Represents Visa Services, or where relevant INZ, externally and works closely with sector wide groups, representatives and key external stakeholders.
- Builds a culture of performance improvement to inform quality decision making.
- Drives efficiencies and productivity improvements to improve the accuracy, timeliness and consistency of decision-making.
- Identifies and seizes opportunities for process and practice improvement.
- Analyses trends and patterns to inform business improvement.
Relationship management
Manages constructive working relationships with work colleagues and external stakeholders to enhance understanding and co-operation needed to achieve desired results.
- Operates as the local representative-first point of contact with external stakeholders on behalf of INZ for more significant issues or escalation.
- Establishes and develops key external relationships aligned with Sector-product specialisation and relevant market requirements as necessary.
- Understands and reflects broader MBIE-INZ and Migration Five partner interests where applicable in managing stakeholder relationships.
- First point of contact for day-to-day interface with third party providers in their office.
- Leads local sensitive issues management in their office.
- Maintains key relationships with New Zealand Government agencies at a local level where applicable.
- Represents Visa Services, or where relevant INZ, and works closely with sector wide groups, representatives and key external stakeholders Establishes and maintains key internal relationships and works closely with these clients.
- Represents Visa Services where required - usually in relation to one-off-project initiatives or internal forums.
Budget and planning
Applies sound general financial management practices so that the business unit operates effectively and efficiently, and delivers agreed outputs to support achievements of Visa Service outcomes.
Contributes to budgeting and planning with their Head of Operations as follows:
- Development of market forecasts.
- Development of resource management plans and associated budgets.
- Development of business plans.
- Assist Head of Operations with property planning and logistics.
- Drive productivity and effectiveness across the enterprise.
- Development of performance measures-KPIs.
- Driving productivity and efficiencies across the enterprise.
- Development and maintenance of business continuity plans.
Monitoring and planning
Applies sound forecasting, monitoring and reporting practices so that the business unit operates efficiently, and delivers agreed outputs to support achievement of Visa Services outcomes.
- Monitors on-going performance of their team against forecast projections.
- Accountable for forecasting reporting – data input-validation.
- Monitors and manages on-going performance of their team and Product against KPIs.
- Inputs-validates data for quality performance reporting.
- Accountable for first level incident (event) and investigations management for their team.
- Accountable for first level complaints process management for their team.
- Monitors on-going performance of their team against relevant business plans.
- Manages delivery of the business plan-outputs for their team.
- Monitors and manages on-going performance of their team against risk reporting frameworks.
- Implements strategies and processes to communicate risk and build a culture of risk awareness for their team.
- Monitors and escalates emerging trends in relation to markets and risks (e.g. risk profile development).
- Liaises with representatives from key sectors and local partners.
- Provides key inputs and insights for analysis of trends and strategy development.
Strategic initiatives
Provides strategic support to the business through the use of commercially sound organisational solutions.
- Assists Head of Operations in developing strategic initiatives, strategies and supporting plans – for their office in conjunction with product priorities.
- Leads-implements change initiatives within their office.
- Contributes to development of new tools and systems for business development and manages implementation.
Staff management
Applies sound general management practices so that the team operates effectively, and delivers agreed outputs to support achievements of Visa Services outcomes.
- Accountable for staff management functions for their team, including recruitment, induction, performance management, staff development, disciplinary and administrative functions.
- Establish clear accountabilities, expectations and performance standards with direct reports and ensure regular performance management and development occurs.
- Monitors and manages on-going performance of their team.
- Actively manages poor performance.
- Creates and supports a team culture that is customer focused, proactive and consistent with the values of the Ministry and inspire staff and teams to deliver high-level performance.
Wellbeing, health and 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 Visa Operations Manager position reports to the Head of Operations within the Chief Operating Officer branch. 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
