Manager Customer Information Requests

New Zealand Government; Wellington; Hybrid; NZD 175,000 - 194,000; Full time

Benefits offered by this job

Vibrant team

Flexible work options

Significant training & development

Inclusive workplace

Job summary

Oranga Tamariki—Ministry for Children in Wellington is seeking a proven senior leader to become Manager Customer Information Requests. You will lead a nationally distributed team delivering information access under the Privacy Act and Official Information Act, in a high-profile operational environment.

This leadership role focuses on strategic direction, service delivery, workforce planning, data reporting and stakeholder engagement, with hybrid working options and a duty to uphold quality,

Qualifications

• Ten 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.

Responsibilities

• Provide strategic and operational leadership to a large, nationally distributed workforce managing information requests under the Privacy Act and Official Information Act.
• Oversee service delivery, workforce planning, reporting, data analysis, stakeholder engagement and continuous improvement initiatives.
• Manage relationships with external stakeholders including the Office of the Ombudsman and the Office of the Privacy Commissioner.

Skills

Senior leadership

People leadership

Stakeholder engagement

Analytical capability

Regulatory experience

Communication skills

Cross-cultural awareness

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. This is a unique opportunity to influence system performance, drive continuous improvement, and ensure quality, timely service delivery that supports tamariki, rangatahi, whānau and stakeholders across Aotearoa.

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.

• 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
• 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

To see all the benefits of working for Oranga Tamariki, please visit https://mahi.orangatamariki.govt.nz/working-with-us/employee-benefits/

Applications for this role close at midnight on Tuesday 22nd September. We will be looking to interview on Thursday 8th October & Friday 9th October. We may begin reviewing applications and inviting candidates to interview prior to the closing date, so early applications are encouraged. If you are interested in any of our vacancies, please ensure that you make yourself familiar with our code of conduct as it sets out our expectations for our kaimahi and requires you to present at work free from the influences of both drugs and alcohol.