Director Business Systems and Change

Tēnei tūranga – About the role

The Director Business Systems and Change is a key leadership role, accountable across Tenancy Services business systems and associated continuous improvement and change activities. They are required to ensure these systems remain fit for purpose and provide end-to-end business solutions that meet the evolving needs of customers and operational teams. They will balance technical understanding and change management with an ability to operate in a contemporary tenancy and service landscape, focusing on improving the customer journey, customer satisfaction, benefit delivery and uptake of customers to new digital ways of working.

The Director will achieve this by being responsible for leading the development of a future roadmap for their allocated business systems aligned with key business objectives and benefit profiles, taking the lead on key areas of responsibility including reporting on progress. They will act as Product Owner, providing an escalation point for the relevant system user teams and focused on the Tenancy Services critical systems, working closely with the System Owner.

The Director Business Systems and Change reports to the Head of Tenancy and is a member of the branch leadership team, working in partnership with wider Tenancy and MBIE senior managers.  This role is also responsible for business owner activities related to tenancy bond services, including machinery of government processes and reporting and working collaboratively with the Service Centre who are responsible for bond processing activities.

This role will establish key internal and external relationships and will partner with wider MBIE colleagues to ensure operational effectiveness and efficiencies of the assigned business systems.

Ngā herenga – Requirements of the role

Personal specifications

• Seasoned experience in leading the planning, development and implementation of business system change., including management and prioritisation of the backlog for a newly implemented system.
• Experienced people leader who can lead through ambiguity and use of innovation to deliver newly established functions.
• Proven experience in organisational change and implementation, including between various areas of the organisation and implications for their business unit.
• Strong interpersonal skills, with clear evidence of influencing skills and facilitation capability and the ability to establish and maintain effective working relationships across all levels of management within the Ministry.
• Experience and capability to engage effectively with senior and executive leaders.
• Experience in change leadership approaches and the ability to design fit for purpose change plans.
• Demonstrated ability to quickly understand the business context, functional requirements and nuances for projects operating within a complex environment.
• Demonstrates excellence in communication including the ability to translate complex issues and requirements from one level to another.
• Proven ability to manage external relationships and use negotiation and influence to deliver outcomes.
• Sound working knowledge and understanding of the machinery of government and processes that apply within the public sector.
• Self-managing, with the ability to perform a range of tasks under competing demands and to organise and prioritise workloads effectively to ensure high quality results within deadlines.
• Demonstrates initiative, enthusiasm and drive, and acts with a high degree of integrity.
• Demonstrates excellent judgement and political awareness.
• Must be a New Zealand citizen or Permanent Resident.
• Police vetting required (yes).
• Credit check required (yes).
• Required to drive (no).

Takohanga tuhinga o mua – Key accountabilities and deliverables

Responsibilities of this position are expected to change over time as the Ministry responds to changing needs. The incumbent will need the flexibility to adapt and develop as the environment evolves.

Critical areas of success

• Product owner for Tenancy Services key business systems, Tenancy Bond (ABODE) primarily and Dispute Resolution (RESOLVE) and Compliance and Investigation (TIKA) secondarily.
• Leads the end-to-end design and development of the business system roadmap and backlog and change pipeline for systems and associated business change.
• Responsible for ensuring the continuous improvement of business systems taking an end to end view and that the tenancy customer experience remains at the centre. Including successful uptake of new digital first service delivery.
• Responsible for budget management and benefit delivery narrative, to support the ‘invest to save’ approach being taken for these critical front facing services.
• Translates benefit delivery, customer and MBIE user needs into prioritised, detailed requirements and success measures, ensuring operational settings are considered and planned in the management of change. Ensure requirements are well communicated and understood.
• Interfaces with the Systems Delivery Manager (System Owner), as Tenancy Services Product Owner, to leverage expertise to assist with the ongoing improvement of tenancy business systems.
• Responsible for maintaining a benefit tracker and workforce plan, in conjunction with Tenancy Services Leadership Team members, to ensure resourcing needs are aligned with system change activities.
• Responsible for business owner activities related to tenancy bond activities including machinery of government activities, reporting and insights.
• Provides a continuous, proactive improvement focus.

Leadership

• Fosters an open, collaborative environment that encourages quality, innovation, on-going learning and knowledge sharing within the team and across MBIE.
• Provides intellectual support and coach others on relationship management, monitoring, government systems and knowledge of institutional practice.
• Works with the leadership team to identify gaps and weaknesses, and lead the development of, key strategic capabilities within Tenancy Services and the Service Centre; this includes advising on the development of generalist and technical capability, and adoption of operational processes and systems to support transparent, timely, consistent, delivery and decision making.
• Creates a positive and delivery-focussed culture, which is open to taking risks and learning lessons from failure, and where diverse views and perspectives are sought out and considered.
• Provides constructive, timely and specific feedback to others and give credit for tasks well done.
• Keeps up to date on best practices, is innovative and continuously looks for better ways of working.
• Models MBIE’s values, Leadership Expectations and culture.

Relationship management

• Manage constructive working relationships with work colleagues and external stakeholders to enhance understanding and cooperation needed to achieve desired results.
• Participates as an active team member and contributes knowledge and expertise needed to achieve desired outcomes.
• Develops effective working relationships with other managers and staff in order to transfer knowledge and learning to the wider organisation.
• Builds and maintains effective relationships and partnerships with other government organisations to identify and share best practice information and to promote the Ministry.
• Tests the effectiveness of stakeholder relationships using a range of appropriate measures and processes (including stakeholder feedback).

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 Director Business Systems and Change position reports to the Head of Tenancy within the Building and Tenancy branch. The branch sits within the Te Whakatairanga Service Delivery (TWSD) group.

More information about MBIE's structure

Ngā Kawenga Ārahitanga – Leadership Expectations

At MBIE our leadership expectations provide consistent language for how we expect our leaders to lead at MBIE. They are supported by our values, and the Public Sector leadership capabilities as described in the Leadership Success Profile (LSP).

Leadership Expectations - Ngā Kawenga Ārahitanga (MBIE)

Lead by example - Whakatinana hei tauira
Enable our people - Whakaāhei ō tātou tangata
Deliver what matters - Whakatutuki ngā manako

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 New Zealand for All.

To Grow 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