Manager Customer Information Requests

Oranga Tamariki—Ministry for Children; Paraparaumu; Hybrid; NZD 175,000 - 194,000; Full time

Job summary

Oranga Tamariki—Ministry for Children in Wellington is seeking a seasoned leader to head the Customer Information Requests function. You will guide a national team delivering access to information under privacy laws, and ensure timely, accurate responses in a sensitive public service environment.

You will oversee service delivery, workforce planning, reporting, data analysis, and stakeholder engagement, including external offices.

Qualifications

• Over 10 years in senior leadership, preferably in public service.
• Experience leading large operational teams in high-volume environments.

Responsibilities

• Provide strategic and operational leadership to a large, nationally distributed workforce.
• Oversee service delivery, workforce planning, reporting, and data analysis.
• Manage relationships with external stakeholders, including offices of Ombudsman and Privacy Commissioner.
• Ensure requests are processed within legislative timeframes while maintaining quality and staff wellbeing.

Skills

Strategic leadership

People leadership

Stakeholder engagement

Policy interpretation

Data analysis

Risk management

Job description

• Lead a high-performing national team delivering critical information services
• Wellington based with hybrid working arrangements
• Permanent leadership opportunity

Make a meaningful difference through leadership in a complex, high-profile operational environment.

As Manager Customer Information Requests, you will lead a nationally distributed team responsible for enabling people to access information held by Oranga Tamariki under the Privacy Act and Official Information Act.

Mō mātou | About us

Oranga Tamariki—Ministry for Children has a commitment to putting tamariki and rangatahi at the heart of what we do.

In our work, we aim to demonstrate these values:

• We put Tamariki first
• We believe Aroha is vital
• We respect the Mana of people
• We are Tika and Pono
• We value Whakapapa
• We recognise that Oranga is a journey

We are committed to ensuring that New Zealand is the best place in the world to be a child.

We are also committed to ensuring Oranga Tamariki partners with hapū, iwi and Māori organisations to find appropriate solutions for tamariki in need.

Mō te tūnga | About the role

The Customer Information Requests team provides an essential service to current and former clients, their whānau, lawyers acting on behalf of children, and other authorised representatives seeking access to information held by Oranga Tamariki. Working within Public Information and Ministerial Services, the team manages a high volume of complex requests under the Privacy Act and Official Information Act and plays a critical role in supporting public accountability and access to information.

As Manager Customer Information Requests, you will provide strategic and operational leadership to a large, nationally distributed workforce. You will oversee service delivery, workforce planning, reporting, data analysis, stakeholder engagement, and continuous improvement initiatives. You will lead a team operating in a highly sensitive environment, ensuring requests are managed within legislative timeframes while maintaining quality standards and supporting staff wellbeing. The role also involves managing relationships with key external stakeholders including the Office of the Ombudsman and the Office of the Privacy Commissioner.

Hybrid working arrangements are available, with the role based in our National Office in Wellington. Due to the operational requirements and leadership responsibilities of this role, candidates will need to be based in Wellington region or willing to relocate at your own cost.

Ngā pūmanawatanga ōu | What you will bring

You will ideally have least 10 years’ experience as a senior leader, ideally in the public service with proven experience leading large (100+ indirect reports) operational teams in a high-volume, complex environment. Some other requirements include but are not limited to:

• Strong people leadership skills, including experience leading leaders and developing leadership capability
• Demonstrated ability to manage competing priorities and deliver results within tight timeframes
• Experience interpreting and applying legislation, policy, or regulatory requirements
• Strong analytical capability, including using data and reporting to support decision-making and performance improvement
• Experience identifying and managing operational and organisational risks
• Excellent relationship management skills, with the ability to engage effectively across all levels of an organisation and with external stakeholders
• Highly developed written and verbal communication skills
• Sound judgement, political awareness, and the ability to navigate sensitive issues
• Understanding and appreciation of cross-cultural practices in particular; knowledge of tikanga Māori, and Pacific peoples’ culture

Nōu te rourou | What's in it for you

Oranga Tamariki offer a step‑based remuneration package, that offers progression annually for experience through tenure.

Annual remuneration for this position starts between $174,846 and $193,569 dependent on experience.

We also offer a vibrant and supportive team, flexible work options and a genuine commitment to wellbeing. We offer significant training and professional development so that you can thrive and grow. We welcome diversity and are committed to working in an inclusive and respectful way. This is your opportunity to apply your skills and experience to the wellbeing of tamariki and rangatahi.