Regional Manager

Tēnei tūranga – About the role

The Regional Manager is responsible for the delivery and leadership of a MBIE Customer Service Centre regional operations. They are responsible for best practice service centre operations, continuous improvement, process optimisation, and capacity/demand management in the relevant location, and drive performance within the site.

The Regional Manager is a key leadership position in the Customer Service Centre and will bring their business understanding and perspective to work in partnership with the leadership team within the Customer Service Centre.

The Regional Manager drives the delivery of best practice, consistent and cost-effective contact centre services by providing leadership to people in their region. The emphasis in this role is on creating a culture of delivering consistent, high quality, customer focused information and support to MBIE’s customers.

Ngā herenga – Requirements of the role

Personal Specifications

• Proven experience leading and monitoring successful service delivery, including implementing continuous improvement initiatives, within a contact centre or service delivery environment.
• Demonstrated ability to coach and mentor people to achieve results.
• Demonstrated ability to lead, motivate and develop effective teams.
• Knowledge of best practice contact centre operational management approaches.
• Proven ability to develop trust and credibility with managers and employees.
• Demonstrated ability to coach and mentor people to achieve results.
• Strong relationship management skills at all levels of the organisation and with external stakeholders and customers.
• Experience in implementing quality processes and strategies designed to improve productivity and delivery of excellent customer service.
• Proven ability to develop trust and credibility with managers and employees.
• A relevant tertiary qualification or equivalent relevant experience in a customer facing service delivery role.
• Experience in a medium sized contact centre with complex and diverse lines would be advantageous.
• Must have the legal right to live and work in New Zealand.
• Must consent to and satisfactorily complete a credit check.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Critical areas of success

• Take overall accountability for the effective and efficient operation of the specific region they manage to ensure high quality consistent information and support is delivered to customers; operational policies and procedures are adhered to; KPIs are monitored, and SLAs are met.
• Ensure a consistent approach to the delivery of inbound and outbound advice and information based on the Customer Service Centre Operating Model and best practice approaches.
• Ensure performance against KPI’s is monitored and any drops in service levels are resolved to meet the needs of internal and external business partners.
• Lead and develop a culture of high-quality service delivery for MBIE customers through using day to day tikanga Māori in the office.
• Can explain a range of meeting tikanga and knows when to seek advice on appropriate approaches.
• Coach, mentor and develop Operations Leads and Team Leaders to make quality decisions in the management of the day-to-day operations of the Customer Service Centre to ensure service levels are met.
• Work closely with the Head of Customer Service to influence the Customer Service Centre Operating Model, strategy and business plan by actively identifying opportunities for improvement.
• Actively encourage continuous review and improvement throughout all elements of the Customer Service Centre and provide feedback on improvements to products and services.
• Ensure the Customer Service Centre is appropriately resourced and has the capability and capacity to operate effectively within the Customer Service Centre Cost Model.
• Be the business owner of specific projects and make key decisions to ensure successful outcomes of these projects. Ensure projects are well managed, resourced and any quality or service issues are addressed.
• Play a key role in the governance and delivery of all Customer Service Centre projects.
• Have oversight and accountability of successfully embedding additional Customer Service Centre business partners and work streams.
• Co-manage your respective building and site to ensure maintenance, repairs, health and safety and Business Continuity Plan obligations are met. This also means being available for after hour responsibilities such as alarm and security related matters as required.
• Promote, maintain and have direct involvement with ISO 9001:2015 accreditation.
• Involvement and representation with external agencies to facilitate the success of the Customer Service Centre. I.e. CCiNZ.

Māori Crown Relations

• Can articulate to others a range of reasons for why the Māori Crown relationship is important and what skills are needed to support the Māori Crown relationship.
• Has basic knowledge of structural racism and can locate self within it.
• Understands the ongoing impacts of colonisation for Māori and Tauiwi and can place current day New Zealand within this historical context.
• Is familiar with contemporary Māori experiences and perspectives.
• Undertake training to learn about tikanga Māori.
• Attempts in good faith to pronounce te reo Māori words correctly.
• Can explain the obligations of the Crown under the Treaty and, at a general level, how they have been interpreted and met.

Personal leadership

• Models exemplary management and leadership behaviours, and ensures all decisions are made based on State Sector ethics and values.
• Creates a sense of vision, engages and motivates people to participate, and make things happen.
• Fosters an open, collaborative environment that encourages quality, innovation, customer service excellence and ongoing learning and knowledge sharing.

General management

• Contributes to the development of strategies, work programmes and performance targets for the Customer Service Centre with monitoring and reporting mechanisms.
• Aligns the Customer Service Centre Operations with the Customer Service Centre Strategy and Operating Model.
• Regularly monitors and reports on progress towards achievement of plans and strategies.
• Manages expenditure and resources in line with approved guidelines, Service Centre Cost Model, budget, deadlines, and reporting requirements, with a focus on driving cost effectiveness in the Ministry and for Business Partners.
• Effectively and consistently identifies and manages risk.
• Builds continuous review and improvement processes throughout all elements of the Customer Service Centre operations.

Team leadership

• Establishes clear accountabilities, expectations and performance standards with direct reports and ensures regular performance management and development occurs.
• Monitors individual, team and the Customer Service Centre operational performance to ensure that performance targets are met.
• Identifies gaps in capability and addresses these gaps through targeted recruitment and development.
• Coaches, mentors and develops staff to meet their needs and the needs of MBIE now and in the future.
• Identifies and develops talent for key roles in the Customer Service Centre.

Relationship management

• Familiar with Te Arawhiti Engagement Framework and Guidelines.
• Knows when partnership approaches with Māori are appropriate, examples of existing and previous partnerships and, at a high level, what partnership mechanisms have been used.
• Participates as an active team member and contributes knowledge and expertise needed to achieve MBIE’s outcomes.
• Develops effective working relationships with other managers and staff in order to transfer knowledge and learning from the Customer Service Centre to the wider organisation.
• Represents whole-of-Ministry views and protects its reputation in external interactions.

Organisational commitment and public service

• Helps promote and builds commitment to MBIE’s vision, mission, values and services.
• Willingly undertakes any duty required within the context of the position.
• Understands Equal Employment Opportunities (EEO) principles and the application of these to the team environment.
• Manages own personal health and safety, and takes appropriate action to deal with workplace hazards, accidents and incidents.
• Complies with all legislative requirements.
• Adheres to the Ministry’s and State Services Commission Codes of Conduct.

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 Regional Manager position reports to the Head of Customer Service within the Engagement and Experience branch. The branch sits within the Te Whakatairanga Service Delivery 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