Team Leader – Tenancy Bond Services
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Tēnei tūranga – About the role
The Team Leader, Tenancy Bond Services is a leadership position that contributes to the operation of Tenancy Bond Services. The team is responsible for administering Residential Tenancy Bonds that are held in Trust under the Residential Tenancies Act.
The role of the Team Leader is to lead, manage and develop a high performing team. The Team Leader supports their team to provide an efficient service to our customers that ensures they are meeting their statutory requirements.
The Team Leader is responsible for:
- Leading a Tenancy Bond Services Team to ensure customers bonds are administrated effectively as per Tenancy Bond’s policies, procedures and in accordance with the Residential Tenancy Act.
- Managing work allocation and workload monitoring across the team to achieve business objectives.
- Establishing clear accountabilities and expectations for their team and coaching and developing staff to enable them to achieve performance targets.
- An active participant in the Tenancy Bond Services Leadership Team ensuring the efficient organisation of people and resources and drive a continuous improvement of practices and service quality.
- Working with the Operations Manager and wider Tenancy Services to continually improve service delivery and meet objectives.
- Actively manage risks, privacy breaches, complaints, OIA Requests and other requests in a timely manner.
Ngā herenga – Requirements of the role
Personal specifications
- Leading, developing and inspiring people.
- Experience in implementing quality processes and strategies designed to improve productivity and customer service.
- Competent in delivering work programmes from implementation and delivery.
- Experience in a processing service delivery environment.
- Competent manager of risk, privacy principles, OIA requests and quality management frameworks.
- Excellent communication skills both oral and written.
- Strong analytical skills.
- Proactive focus and embedding of a continuous improvement culture.
- Strong relationship management skills.
Qualification
- N/A. Demonstrated Leadership/Management Experience within a processing service or similar.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Service delivery
- Leads the implementation of work programmes, performance targets, succession plans and new initiatives for their team, together with supporting measurement, monitoring and reporting mechanisms.
- Is responsible for recruitment, induction, performance management and staff development.
- Responsible for the day-to-day work allocation and monitoring of resourcing and productivity.
- Embeds a culture of quality customer service through the use of MBIE tools (Pro-map, data).
- Is accountable for the business Workforce Strategy.
- Champions a continuous improvement approach and environment.
- Is responsible and accountable to lead allocated Operational Portfolios as required.
- Supports the Operations Manager in achieving the Business Strategy.
- Actively manages risks and builds a culture of risk awareness.
- Leads and proactively engaged in Project tasks and expectations.
- Understands and communicates Tenancy Bond Services business practices.
- Actively participates and contributes to Tenancy Bond Services Leadership and Tenancy Services Teams.
- Maintains key internal and external relationships with Stakeholders and partners.
Leading and coaching
- Sets clear expectations, communicating effectively, providing support and coaching.
- Is a champion for the Service’s continuous improvement and customer centricity.
- Creates an environment where Team Members are supported and engaged.
- Communicates Ministry values and aligns these in our everyday work with team members.
- Leads and manages the business through significant change.
- Guides and supports their Team with the QMS framework through change.
- Fosters a team culture of increasing skills and experience for professional development and new opportunities.
Organisational commitment and public service
- Contributes to the development of, and helps promote and build, the MBIE vision, mission, values, and services.
- Willingly undertakes any duty required with the context of the position.
- Understands Equal Employment Opportunities (EEO) principles and the application of these to MBIE.
- Manages own personal health and safety, and takes appropriate action to deal with the workplace hazards, accidents, and incidents.
- Complies with all legislative requirements and good employer obligations.
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 – Tenancy and Bond Services position reports into the Operations Manager within the Building and Tenancy branch. The branch sits within the Te Whakatairanga Service Delivery 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
