Manager Online Services

Tēnei tūranga – About the role

The Manager Online Services is a team leadership position in MBIE. The Manager Online Services leads and manages a professional team of Senior Business Analysts responsible for a range of functions across the Our Future Services Programme and the Policy Work Programme in the ADEPT workstreams. The team is responsible for the design and development of options and solutions for INZ’s online systems across: policy changes and immigration instructions; for product migration and optimisation; for business problems and opportunities and for enhancing core processes that will improve the customer and employee experience.

The Manager Online Services is responsible for building and enhancing the overall capability of the team to ensure quality and consistency of advice and practices in relation to the team’s work. 

Ngā herenga – Requirements of the role

Personal specifications

• Proven experience in a leadership role in an operational/business environment, working with large and complex system/online services change.
• Experience and capability to lead and manage a team of direct reports, as well as people in a matrix management and/or cross-functional team.
• A proven track record of leading the design and delivery of effective implementation of online business services across complex organisational systems and operating models.
• Demonstrated ability to think strategically across a range of issues and think laterally about identifying current and future opportunities, issues, risks, and mitigations.
• Knowledge and experience of project management and business analysis including impact analysis, business process design, modelling scenarios and processes and identifying impacts and issues.
• Extensive knowledge of immigration operations and procedures.
• Strong ability to coach and mentor others by sharing their own experience and helping to challenge thinking.
• Ability to work effectively as a member of a leadership team and wider implementation teams to achieve overall results.
• Demonstrated ability to easily build and maintain professional relationships and develop trust and credibility with senior managers, internal customers and external stakeholders (including vendors).
• Understanding of how work programmes are implemented and delivered.
• Demonstrated experience in developing and maintaining an environment focused on continuous improvement to enhance organisational performance.
• Ability to quickly identify, establish and build strong working relationships.
• Excellent written and verbal communication skills.
• Sound working knowledge and understanding of the machinery of government and relevant operating procedures and policies and decision-making processes that apply within the State Sector.
• Relevant tertiary qualification or equivalent experience.
• The ability to gain and maintain a national security clearance as required.
• Must be a NZ citizen or hold a residence class visa (the role is located in New Zealand).

Takohanga tuhinga o mua – Key accountabilities and deliverables

Critical areas of success

• Ensures high quality, fit for purpose business analysis work is undertaken to ensure options, designs and alternatives for implementation of initiatives for INZ’s online systems are identified across: policy changes and immigration instructions; for product migration and optimisation; for business problems and opportunities and for enhancing core processes that will improve the customer and staff experience.
• Ensures Senior Business Analysts are working with key parts of the Immigration system to identify and provide visibility of the impacts on all aspects of the Immigration operating model.
• Maintains end-to-end oversight of and responsibility for the design, development and implementation of change deliverables for INZ’s online systems.
• Oversees the day-to-day work of a team of Senior Business Analysts for a range of functions in collaboration with the wider Online Services team, wider Our Future Services Programme and wider Immigration, Design & Assurance team and the enabling centre.
• Provides technical and specialist input into work programmes including providing comprehensive analysis, advice and document requirements for impacts on all aspects on assigned projects. Develops clear objectives, performance indicators and key deliverables and evaluates their effectiveness.
• Liaise with the corresponding Managers and Delivery Leads on their work programmes and future commitments to facilitate planning and resource allocation.
• Liaises and consults with MBIE branches (especially CDSS, TWSD, and Communications) as appropriate in the preparation of impact assessments and the design and development of business solutions.
• Delivers Online Services products that actively support and contribute to the achievement of the Ministry’s outcomes and that deliver to the needs of internal and external stakeholders.
• Ensures a customer focused culture across the team.

Personal leadership

• Models positive management and leadership behaviours.
• Models the desired values and culture of the organisation and leads this across the team.
• Fosters an open, collaborative environment that encourages quality, innovation, ongoing learning and knowledge sharing within the team.

Team management

• Implements strategies, work programmes and performance targets for the team with supporting measurement, monitoring and reporting mechanisms.
• Regularly monitors and reports on progress towards achievement of plans and strategies.
• Continually reviews and considers improvement to all elements of the team’s operations.
• Effectively and consistently identifies and manages risk.
• Manages expenditure and resources in line with approved delegations, guidelines, budget, deadlines and reporting requirements, with a focus on cost effectiveness in the Ministry.

Team leadership

• Establishes clear accountabilities, expectations and performance standards with direct reports and ensures regular performance management and development occurs.
• Monitors individual and team performance to ensure that performance targets are met.
• Provides feedback to staff on team and individual performance.
• Motivates team members and gives them opportunities to participate.
• Coaches and develops staff to meet the needs of MBIE now and in the future.

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 Manager position reports into the Director Online Services within the Future Services branch. The branch sits within the Immigration New Zealand 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