Head of Operations

Tēnei tūranga – About the role

The Head of Operations (HOO) is responsible for the delivery and leadership of a processing site. They are responsible for visa processing delivery, continuous improvement, process optimisation, and capacity/demand management in the relevant location, drive performance of their product within the processing site.

The Head of Operations assists the Operations Director and the Director – Visa, with product leadership, development, and optimisation, as well as influencing product improvements based on customer experience. The HOO will support the Operations Director with product development, market forecasting and planning and driving a continuous improvement focus their processing site and product(s).

The HOO will support the Operations Director to develop and build strong awareness of product competitiveness and development to support the life cycle and effectiveness of product(s) within their site.

Ngā herenga – Requirements of the role

Personal specifications

• 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 NZ Inc. agencies, and in being able to navigate through complex political environments to promote the organisation.
• Experience in leading, coaching, and mentoring others to achieve results and personal growth.
• Good knowledge and practical 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 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 Border security clearance level of Confidential / Secret / Top Secret.
• Must be a NZ citizen or hold a Permanent Resident Visa.
• Must consent to and satisfactorily complete a credit check as the role holds financial delegations.
• Any other relevant background requirements.

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.

• Responsible for leading Operations for a multi-product Processing Site.
• Drives quality, performance, and productivity.
  Assists the Operations Director to apply strategic plans to their site.
• Represents Visa Operations, or where relevant INZ, externally and works closely with sector wide groups, representatives, and key external stakeholders – within their geographical area (and where relevant, their specialist sector/product area).
• Sets operational tone and direction.
• Stakeholder engagement.
• Building a culture of performance and continuous improvement.
• Driving excellence in what we do.

Staff Management

Applies sound general management practices so that the team operates effectively, and delivers agreed outputs to support achievements of Visa Operations outcomes.

• Accountable for staff management functions for their processing site, this may include recruitment, induction, performance management, staff development, disciplinary and administrative functions.
• Direct line management responsibility for up to eight direct reports which could include Visa Operations Managers, Immigration Managers, Practice Leads and Business Analysts/administration support roles where relevant 
  Actively managing poor performance.

Relationship Management

Manages constructive working relationships with work colleagues and external stakeholders to enhance understanding and co-operation needed to achieve desired results.

• Represents Visa Operations, or where relevant Immigration New Zealand, externally and works closely with sector wide groups, representatives, and key external stakeholders – within their visa processing site.
• Understands and reflects broader MBIE/INZ and FCC partner interests where applicable in managing stakeholder relationships.
• Responsible for third party providers in their geographical area (where relevant).
• Responsible for local sensitive issues management in their product geographical area.
• Establishes key internal relationships and works closely with internal clients. May represent Visa Operations internally - usually in relation to one-off/project initiatives or in internal forums.
• Maintains key relationships with New Zealand Government agencies at a local level where applicable.

Market Analysis and Reporting

Delivers high quality analysis and monitoring to support outcomes.

• Monitors and escalates emerging trends in relation to markets and risks (e.g., risk profile development) within their area/product.
• Liaises with representatives from key sectors and local partners (e.g., employer groups, Migration five and airlines) to capture relevant intelligence.
• Provides key inputs and insights for analysis of trends and strategy development.
• Accountable for on-going performance of their office (and specialist product area) against forecast projections.

Strategic Initiatives

Provides strategic support to the business using commercially sound organisational solutions.

• Assist the Operations Director in the development of strategic initiatives, strategies and supporting plans – for their office in conjunction with regional priorities.
• Leads change initiatives within their office. 
• Contributes to development of new tools and systems for business development and manages implementation.

Budget and Planning

Applies sound general financial management practice so that the business unit operates effectively and efficiently, and delivers agreed outputs to support achievement of INZ outcomes.

• Market forecasting.
• Accountable for development of market forecasts – for their geographical area and product area.

Resource modelling and planning

• Accountable for development of resource management plans and associated budgets – for their geographical area.

Business planning

• Accountable for development of business plans – for their geographical product.

Property planning

• Accountable for property planning and logistics for offices in their geographical area.

Performance & quality assurance measurement

• Accountable for development of performance and quality assurance measures/KPIs – for their geographical area and product area.

Business continuity planning

• Accountable for development of performance and maintenance of business continuity plans – for the offices in their geographical area and product area

Business & financial planning

• Accountable for development of annual budget plans for their geographical area and product area.

Monitoring and Planning

Applies sound forecasting, monitoring, and reporting practices so that the business unit operates effectively and efficiently, and delivers agreed outputs to support achievement of INZ outcomes

• Forecasting and projections.
• Accountable for on-going performance of their geographical area office(s) and product area against forecast projections.
• Accountable for forecasting reporting – data input/validation.

Performance and quality assurance

• Accountable for on-going performance of their geographical area office(s) and product area against KPIs.
• Accountable for internal quality assurance processes for geographical area office(s).
• Accountable for quality performance reporting – data input/validation.
• Accountable for incident (event) management and investigations for their area office(s).
• Accountable for complaints management processes for their area office(s).
• Accountable for health and safety assurance and investigation processes for their area office(s).
• Manages audit and performance/standards monitoring processes for third party providers (in conjunction with the Manager Visa Performance & Contracts).

Business and financial reporting

• Accountable for on-going performance of their geographical area office(s) and product area against relevant business plans.
• Accountable for delivery of the business plan/outputs for their geographical area office(s) and product area. 
• Prepares budgets for their geographical area office(s).
• Accountable for on-going financial performance of their geographical area office(s) and product area against annual budget.
• Accountable for internal financial assurance processes for geographical area office(s).
• Accountable for financial reporting - data input/validation.

Risk management and assurance

• Accountable for on-going performance of their geographical area office(s) against risk reporting frameworks.
• Accountable for risk management reporting – data input/validation.
• Engages with identified stakeholders to assist in managing risk.
• Implements strategies and processes to communicate risk and build a culture of risk awareness for their geographical area office(s).

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 Head of Operations position reports into the Operations Director within the Chief Operating Officer branch. The branch sits within the Immigration New Zealand group.

More information about MBIE's structure

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