Manager Service Support

Ministry of Business, Innovation and Employment; Wellington; On-site; NZD 132,000 - 160,000; Full time

Benefits offered by this job

KiwiSaver

Wellness Benefits

Job summary

MBIE is seeking a Wellington-based Manager Service Support for a six-month fixed-term role to lead workforce planning, reporting, and operational intelligence. You will drive the adoption of Genesys Cloud and other digital improvements, shaping customer service delivery during a transformative phase.

You will work with senior leaders to strengthen capability, deliver proactive resource strategies, and ensure decisions are informed by high-quality data and insights.

Qualifications

• Proven leadership in a customer service, contact centre, service delivery, or operational environment.
• Strong knowledge of workforce planning, forecasting, operational performance, and resource management.
• Experience leading reporting, analytics, business intelligence, or insight functions.
• A successful track record delivering organisational change, technology implementations, or business improvement initiatives.
• Experience supporting the adoption of new technologies and ways of working.
• The ability to translate data and insights into practical actions and business outcomes.
• Excellent communication, engagement, and influencing skills.
• A collaborative leadership style with a strong focus on capability building and continuous improvement.
• Proven ability to build strong relationships with peers and work collectively to delivery branch and business priorities.
• Must have the legal right to live and work in New Zealand

Responsibilities

• Leading teams responsible for workforce planning, operational intelligence, reporting, systems, and business support.
• Driving the implementation and adoption of Genesys Cloud and other technology-enabled improvements.
• Strengthening workforce planning, forecasting, and resource strategies to provide a proactive view of branch needs, customer needs and business priorities, enabling strategic decision-making.
• Strengthening reporting and analytics capability to provide meaningful insights that support operational and strategic decision-making.
• Using data and operational intelligence to identify opportunities to improve customer outcomes and service performance.
• Leading change initiatives and supporting leaders and teams through transformation.
• Building strong relationships across MBIE and with key stakeholders.
• Championing continuous improvement and helping shape the future of customer service delivery.

Skills

Leadership

Customer service

Workforce planning

Forecasting

Operational performance

Reporting & analytics

Change management

Stakeholder engagement

Data-driven decision making

Tools

Genesys Cloud

Job description

• Wellington based, fixed term position for 6 months
• Lead change. Build capability. Deliver transformation.
• Salary range: $132,417-$160,472 + KiwiSaver + Wellness Benefits

About the Role - Tēnei tūranga:

Customer Service Delivery is seeking an experienced and influential leader to join us as Manager Service Support on a six-month fixed-term basis.

This is an opportunity to lead a critical enabling function during a period of significant transformation. You'll be responsible for teams delivering workforce planning, operational intelligence, reporting, systems, and business support services, while helping drive the successful implementation and adoption of Genesys Cloud and other digital improvements.

As a member of the Customer Service Delivery Leadership Team, you'll work closely with senior leaders to strengthen organisational capability, improve performance, and ensure decisions are informed by high-quality data, insights, and planning.

Wellington based but must be able to travel regularly to Auckland, Christchurch, Porirua and Palmerston North.

What you'll be doing:

• Leading teams responsible for workforce planning, operational intelligence, reporting, systems, and business support.
• Driving the implementation and adoption of Genesys Cloud and other technology-enabled improvements.
• Strengthening workforce planning, forecasting, and resource strategies to provide a proactive view of branch needs, customer needs and business priorities, enabling strategic decision-making.
• Strengthening reporting and analytics capability to provide meaningful insights that support operational and strategic decision-making.
• Using data and operational intelligence to identify opportunities to improve customer outcomes and service performance.
• Leading change initiatives and supporting leaders and teams through transformation.
• Building strong relationships across MBIE and with key stakeholders.
• Championing continuous improvement and helping shape the future of customer service delivery.

Ngā pukenga me ngā wheako e hiahiatia ana - Skills and Experience Required

• Proven leadership experience in a customer service, contact centre, service delivery, or operational environment.
• Strong knowledge of workforce planning, forecasting, operational performance, and resource management.
• Experience leading reporting, analytics, business intelligence, or insight functions.
• A successful track record delivering organisational change, technology implementations, or business improvement initiatives.
• Experience supporting the adoption of new technologies and ways of working.
• The ability to translate data and insights into practical actions and business outcomes.
• Excellent communication, engagement, and influencing skills.
• A collaborative leadership style with a strong focus on capability building and continuous improvement.
• Proven ability to build strong relationships with peers and work collectively to delivery branch and business priorities.
• Must have the legal right to live and work in New Zealand

Why join us?

This role offers the opportunity to make a real impact during a critical phase of Customer Service Delivery's transformation journey. You'll lead functions that are central to how we understand customer demand, plan our workforce, leverage technology, and improve services for New Zealanders.

If you're an experienced leader with expertise in workforce planning, data-driven decision-making, operational performance, and leading change, we'd love to hear from you.

About MBIE - Ētahi kōrero mō MBIE:

MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.

We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.

People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.

• Mahi Tahi – Better Together
• Māia – Bold and brave
• Pae Kahurangi – Build our Future
• Pono Me Te Tika – Own It

Our aspirations are echoed in our Māori identity – Hīkina Whakatutuki – which broadly means ‘lifting to make successful'.

MBIE recognises the partnership founded under Te Tiriti o Waitangi between Māori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.

E mōhio ana a Hīkina Whakatutuki i puea ake te kōtuinga I waenganui i a ngāi Māori me te Karauna i Te Tiriti o Waitangi, ā, kei te whai ia ki te whakaū ake i Te Tiriti o Waitangi. Mā te whai kiko o ngā kōtuinga ahunga roa o ngā iwi, o ngāi Māori, me ētahi atu rōpū Māori ki te Karauna, ka tutuki tēnei. He āhuatanga nui tēnei e āhei ai ngā mahi whanaketanga ā-ohanga, ā-pāpori hoki ki a ngāi Māori me Aotearoa whānui. E whai tonu ana mātou ki te kōtui atu ki ngā iwi mō te rapu huarahi hou ki te whakaara i ngā kaupapa kua roa nei e tāmi ana i a ngāi Māori me Aotearoa whānui, ā, e whai ana hoki ki te tautohu i ngā āheinga kōkiritanga mā ngā iwi, me te tautoko i ngā iwi kia whai mana ake ai ēnei āheinga.