Manager Identity Resolution

Tēnei tūranga – About the role

The Manager Identity Resolution is a leadership position in the Immigration Risk & Border branch of Immigration New Zealand (INZ) and supports the National Manager Identity Services. The role is responsible for the direct leadership of a team of identity specialists and for customer and stakeholder relationship management.

The Manager is responsible for the effective triaging, allocation, and prioritisation of manual identity resolution tasks, along with all associated workflow reporting, to ensure identity resolution is conducted in a timely manner and to a high standard to inform visa and NZeTA decisions across INZ.

The Manager Identity Resolution leads a diverse team of identity specialists including, Identity Resolvers, Senior Identity Resolvers, Identity Specialists and Team Leaders. The Manager is responsible for setting the strategic direction of the team and enhancing system performance, as well as developing people capability and team performance, to ensure the quality and consistency of advice and that team practices deliver results for customers.

The role ensures that operational activity is aligned with sector strategies and driven by taskings from the wider INZ.

Ngā herenga – Requirements of the role

Personal specifications

• Ability to lead, develop and manage a high performing team of identity specialists, including both technical and operational.
• Demonstrated knowledge of the functions, philosophies, and operational practices of INZ (and in particular, the operating environment of the role), or the ability to quickly acquire this knowledge.
• Knowledge in the field of biometrics and identity management, particularly in the area of facial image comparison.
• Demonstrated knowledge of effective service delivery models and service excellence principles.
• Excellent verbal and written communication skills and the ability to convey complex concepts in plain English.
• Proven ability to develop trust, credibility and effective relationships with staff and a diverse range of colleagues, customers, stakeholders, and service providers.
• Ability to understand the wider strategic picture, apply that understanding within the Immigration Risk & Border branch and contribute to future strategic development.
• Personal motivation to achieve quality results which reflect attention to detail, personal discipline and adherence to policy and process.
• Ability to understand team dynamics and to realise the potential of individual team members through effective coaching and mentoring.
• Adaptability and an innovative thinking style to help shape and implement continuous improvement as part of the wider Immigration Risk & Border branch.
• Experience working in a complex change environment.
• Advanced interpersonal skills, including the ability to build productive working relationships.
• Excellent organisational and time management skills.
• Intermediate to advanced skills in using computer technology, in particular Photoshop or other image software advantageous.
• Must be a New Zealand citizen or hold a New Zealand Permanent resident visa.

Qualifications

• A relevant tertiary qualification, or alternatively extensive and comparable experience.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Critical areas of success

• Managing resources for the Identity Management team to ensure they are being used effectively and efficiently, in alignment with agreed strategy and plans.
• Ensures that SLAs with Visa Operations and trusted partners are met, and there are no unnecessary processing delays that impact our customers.
• Manage the integration of identity management within immigration and across the New Zealand and international government community.
• Participates as a member of the Identity Services leadership team and contributes to the wider Immigration Risk & Border branch, and INZ leadership team, as a subject matter expert.
• Undertakes detailed analysis / quality reviews of procedures and practices, to improve service delivery internally and externally.
• Undertakes analysis on issues relevant to the work area, to provide input into complex policy / procedural development to enhance systems, processes, and standards.
• Maintains a working knowledge of the whole identity system, including the areas of fingerprint and face comparisons.
• Contributes to identity related information collection and dissemination across INZ.
• Mentors / trains staff in the Identity Management team and elsewhere in Immigration Risk & Border and the wider INZ, in the area of identity and the immigration system as a whole.
• Manages the delivery of identity resolution training, including developing and maintaining training material.
• Manages all client material in a secure confidential manner.
• Influencing and improving INZ risk management systems, processes, and profiles.
• Continuously improving and documenting business processes.
• Represents / acts on behalf of the National Manager Identity in a professional manner, as required.

Relationship management

• Building and maintaining effective working relationships with key business units within INZ, and key external stakeholders, to ensure consistent and integrated approaches to risk and value.
• Actively fostering flows of intelligence and communication throughout INZ/MBIE and external partners.
• Actively participating in the Immigration Risk and Border and Identity Services leadership teams.
• Delivery of services that actively support and contribute to the achievement of the Ministry’s outcomes, and that deliver to the needs of internal and external stakeholders.

Team leadership

• Implements strategies, work programmes and performance targets for the team with supporting measurements, monitoring and reporting mechanisms.
• Establishes clear accountabilities, expectations and performance standards with direct reports and team and ensures regular performance management and development occurs. This includes providing feedback to staff on team and individual performance to ensure individual and team targets are met.
• 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 associated with identity.
• Models the desired values and culture of the organisation and leads this across the team. Demonstrates positive management and leadership behaviours, along with the MBIE values.
• Fosters an open, collaborative environment that encourages quality, innovation, ongoing learning and knowledge sharing within the team and develops staff to meet the needs of MBIE now and in the future.
• Manages expenditure and resources in line with approved delegations, guidelines, budget, deadlines and reporting requirements, with a focus on cost effectiveness in the Ministry.
• Leads a customer focused culture across the team.
• Regularly assesses developments in the facial comparison field and advises recommendations for improvements.
• Regularly reviews facial image comparison tools and procedures, identifying performance discrepancies and initiating remedial action.

Strategic and system leadership

• Develops and leads the strategic direction for the team.
• Thinks broadly about wider strategic issues and ensures Identity strategy aligns with wider Immigration system strategy.
• Promotes identity management and data sharing services, ensuring they are well understood and visible to customers, to support operational and Ministry strategies and goals.
• Establishes and leads effective stakeholder relationship management across INZ, wider MBIE, and the public sector to ensure a consistent system view of risk.
• Understands the team as part of the wider immigration system and looks to continuously improve this system with stakeholders.
• Actively contributes to INZ projects to enhance immigration system performance.

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 Identity Resolution position reports into the National Manager Identity within the Immigration Risk and Border 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