Programme Director Future Services

Tēnei tūranga – About the role

MBIE is a complex agency, with a broad scope of responsibilities across 17 regulatory systems and a range of different stakeholders, business partners and customers who rely on us for information and advice. Immigration New Zealand (INZ) leads and administers the operational arm of the immigration system and makes it simple for others to understand.

The Service Design and Implementation branch in INZ is responsible for leading the transformation of the Immigration System through the Our Future Services programme. This is a significant organisational transformation programme - a multi-million-dollar, multi-year programme to transform INZ’s service model to deliver better outcomes for current and potential New Zealanders. The programme will have multiple work streams, including planned migration of well-designed visa products to the ADEPT system, corresponding decommissioning of legacy systems for the submission and processing of visa applications, and implementation of key enabling foundations including probabilistic risk models, enhanced knowledge management and a customer self-service portal. The programme will redesign how INZ provides services, incorporating work on how INZ assesses risk and case complexity to determine appropriate service levels and verification requirements for different customers, and future workforce capability requirements, with a focus on supporting quality decision making.

The Programme Director Future Services role is a senior specialist position and will be responsible for leading the transformation programme. This will require senior executive-level experience to provide intellectual leadership, engage with Ministers and the MBIE senior leadership team, the Treasury and Department of Prime Minister and Cabinet.

The range of functions needed to give effect to programme delivery will come from across the organisation, not just from resources with a reporting line to the Programme Director. Those other functions will have dotted reported lines to the Programme Director for delivery of the programme, requiring the Director to lead through both structure and influence.

Ngā herenga – Requirements of the role

• The scale and complexity of this work requires an executive level capability to work in partnership with senior leaders within INZ, and other parts of the Immigration System in MBIE groups (including Labour, Science and Enterprise, Digital Data and Insights and Te Whakatairanga Service Delivery) as well as the corporate teams to execute a successful and sustainable future service model. The role is significantly complex, and a senior level delivery focussed Programme Director with previous experience working on a significant transformation programme is required.
• The skills and experience needed for the Programme Director are primarily large-scale investment programme experience, strategic and analytical thinking, and strategic leadership, to knit together all the components into a coherent whole.

Personal specifications

• Experience operating at GM level in the public sector and a track record of delivering on large-scale complex work programmes in a public policy/regulatory environment.
• Demonstrated experience at a senior level in engaging with Ministers and the senior leadership team within MBIE to achieve ongoing support for the programme.
• A comprehensive understanding of the Public Sector environment and a demonstrated understanding of policy, regulatory and financial management processes, including Government decision-making and operating procedures.
• Significant senior leadership experience and ability to oversee a large programme, ensuring the right skills, knowledge, programme disciplines and governance are in place for successful delivery
• Demonstrated experience in managing and delivering large-scale programmes, significant investment business cases, and organisational operating model
• Demonstrated experience in thinking strategically and analytically at an executive level and translating ideas and concepts into concrete actions.
• Demonstrated capability in identifying and appropriately managing organisational and system risk, including aggregated risk.
• Strong interpersonal skills, with clear evidence of influencing skills and facilitation capability and the ability to establish and maintain effective working relationships across all levels of leadership within the Ministry and develop trust and credibility at a senior level.
• Proven ability to work independently for extended periods of time with the agility and know how to manage risks and challenges independently as they arise and ensure high quality results within deadlines.
• Proven expertise in programme evaluation provided though leadership and high-quality advice to strategically shape initiatives.
• Must be a New Zealand citizen or permanent resident and be able to satisfy the Ministry’s security clearance requirements.
• Credit check required.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Development and Leadership of the Future Services Programme

Development of the Programme

Development of a detailed Business Case by August 2024 for the establishment and implementation of a transformation programme to redesign the way the immigration system works in the future, including migrating all visa products to ADEPT and decommissioning legacy systems, defining the full scope of the Future Services programme including the resourcing and funding required, indicative timeframes for completion and roles and responsibilities, including Governance arrangements.

Using a standard five-case approach the position will identify:

• The desired future state for all Visa processes and the desired customer/staff experience.
• The pathway for changes in business processes and the technology landscape needed to achieve the future state.
• Expected benefits and costs.
• The main tranches of work that need to occur and the best phasing, with more detail on the first tranche of work.

The technology roadmap will be fully integrated into this wider work.

Future Services Programme leadership

• Accountable for delivery of a business case to Cabinet for approval, development of a comprehensive multi-stream work programme and successful delivery of the programme. This includes ensuring the right work is underway and is integrated and coherent, managing internal and external stakeholders, ensuring performance of the Programme is visible, and regular monitoring information is provided for oversight.
• Accountable for ensuring the programme is aligned with the MBIE and INZ strategic directions, that programme benefits are clearly identified, and a robust benefits realisation plan is in place, monitored and reported on.
• Provide leadership to all staff and partners working on the Future Services programme by setting the direction for the work undertaken across all elements of the programme, on behalf of the Senior Responsible Officer (SRO).
• Provide intellectual leadership for the programme, by continually testing that all elements of the programme are well-integrated and make a coherent whole.
• Maintain a strategic perspective to ensure the investment will meet the overall strategic objectives and deliver the benefits of the programme.
• Ensure the appropriate financial disciplines are in place to manage a transformation of this size and scale.
• Ensure there is a robust and well-tested plan in place for successful delivery of the programme, across all aspects of design, delivery, and programme support.
• Commission, support, and work closely with workstream leads from all parts of the programme to ensure they have a clear plan and the capability and resources to deliver, escalating where necessary.
• Maintain strong relationship with strategic partners to ensure funding is being used effectively.
• Ensure robust processes are in place for programme governance and assurance and provide regular reporting to the appropriate governance bodies.
• Identify and manage emerging risks and interdependencies that may affect options.

Relationship management

• Maintain strong working relationships with all relevant stakeholders in the programme, especially workstream leaders from across the organization and senior leads from strategic partners.
• Work across the Immigration System portfolio and business to understand integrated delivery and impacts.
• Set and manage expectations for all stakeholders through an excellent understanding of the machinery of government and how operating and service models affect the ability to deliver value to the customer.
• Build and maintain effective working relationships and partnerships with internal and external stakeholders, as necessary, to ensure options are identified and identify and share best practice information.
• Participate as an active team member and contribute knowledge and expertise needed to achieve Immigration System outcomes.
• Represent whole-of-Ministry views and protect its reputation in any external interactions.

Risk planning and monitoring

• Manage and oversee management of, and reporting on, any specific risks.
• Ensure all decisions are authorised appropriately and documented for accountability.
• Monitor outputs and issues that arise.
• Support activity estimating cost, timing, resource requirements and risks associated with delivery.
• Manage internal quality assurance processes.
• Support and provide advice to manage and monitor emerging risks.
• Identify and manage dependencies.

Key relationships – internal

• Deputy Secretary, Immigration
• General Manager, Service Design and Implementation (Senior Responsible Officer for the programme)
• Immigration New Zealand Leadership Team
• Senior leadership within Labour, Science and Enterprise Policy, the Digital Data and Insights Group and Te Whakatairanga Service Delivery
• Stakeholder groups
• Governance Committees

Key relationships – external

• The Minister of Immigration
• The Treasury and DPMC
• Other external government agency managers
• Service Providers

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 Programme Director Future Services position reports into the General Manager Service Design and Implementation. 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