Manager, Service Support & Transformation Lead

New Zealand Government Joba; Wellington; On-site; NZD 132,000 - 160,000; Full time

Job summary

MBIE is seeking a Manager Service Support for a six-month fixed-term assignment based in Wellington, with regular travel to Auckland, Christchurch, Porirua and Palmerston North. You will lead teams delivering workforce planning, operational intelligence, reporting, systems, and business support services, while guiding the adoption of Genesys Cloud and digital improvements.

You will partnering with senior leaders to strengthen capability, improve performance, and ensure decisions are informed by

Qualifications

• 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.

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

Workforce planning

Forecasting

Operational performance

Reporting & analytics

Change management

Stakeholder engagement

Data-driven decisions

Communication skills

Job description

MBIE is seeking a Manager Service Support for a six-month fixed-term assignment based in Wellington, with regular travel to Auckland, Christchurch, Porirua and Palmerston North. You will lead teams delivering workforce planning, operational intelligence, reporting, systems, and business support services, while guiding the adoption of Genesys Cloud and digital improvements.

You will partnering with senior leaders to strengthen capability, improve performance, and ensure decisions are informed by