National Manager, Centralised Services / Registrar

Tribe Group; Wellington; On-site; NZD 177,000 - 244,000; Full time

Job summary

Tribe Group seeks an accomplished National Manager, Centralised Services / Registrar to lead national registry and customer service functions. This role shapes service design, drives operational excellence, and builds trusted relationships with senior leaders and external partners to deliver outcomes nationwide.

You will steer strategic and operational delivery, navigate complexity, and foster a culture of continuous improvement, with a focus on Māori outcomes and culturally responsive

Qualifications

• Significant experience leading large-scale customer service, contact centre, centralised processing or service delivery operations with a national focus.
• Proven ability to build credibility and influence with senior leaders, partners and stakeholders across complex operating environments.
• Strong systems thinking and collective leadership capability, connecting strategy, policy, performance and service delivery into a coherent whole.
• Experience leading organisational change, service transformation, or continuous improvement initiatives.
• Demonstrated success leading through leaders and developing high-performing teams.
• Strong commercial, financial and risk management capability.
• Ability to navigate ambiguity, balance competing priorities, and make sound decisions in complex environments.
• Excellent communication skills, including experience preparing advice and responding to executive-level requirements.
• A commitment to improving outcomes for Māori and embedding culturally responsive leadership practices.

Responsibilities

• Lead national registry and customer service operations with a national focus.
• Build credibility and influence with senior leaders, partners and stakeholders.
• Drive service design, performance and continuous improvement across centralised services.
• Manage budgets and risk to ensure consistent, quality and efficient service delivery.
• Translate strategy into practical service improvements and tangible outcomes.
• Develop and empower high-performing teams across a complex operating environment.

Skills

Strategic leadership

Stakeholder management

Change leadership

Operations management

Financial acumen

Risk management

Decision making

Communication skills

Culturally responsive leadership

Job description

Te Haeata | The Opportunity

This is a chance to shape the future of nationally delivered registry and customer services, influencing how thousands of New Zealanders access and experience essential public services each year.

As National Manager, Centralised Services / Registrar, you will lead national registry and customer service functions that sit at the operational heart of high-volume, customer-facing services. You will influence service design, drive operational excellence, and work across organisational boundaries to improve outcomes for customers, stakeholders, and the communities you serve.

Reporting to the Group Manager, National Service Delivery, you will provide both strategic and operational leadership across centralised services and registry functions, ensuring consistency, quality, efficiency, and a strong customer experience nationwide.

A key part of the role is building and maintaining trusted relationships with senior leaders, internal stakeholders, key service partners, and external agencies to deliver collective outcomes across a complex operating environment.

Ō pūkenga | Skills and Experience

We’re looking for an experienced leader who can think strategically while staying connected to operational delivery. You’ll bring the ability to lead through others, navigate complexity, influence across organisational boundaries, and translate strategy into practical results.

You Will Be Able To Demonstrate

• Significant experience leading large-scale customer service, contact centre, centralised processing or service delivery operations with a national focus
• Proven ability to build credibility and influence with senior leaders, partners and stakeholders across complex operating environments
• Strong systems thinking and collective leadership capability, connecting strategy, policy, performance and service delivery into a coherent whole
• Experience leading organisational change, service transformation, or continuous improvement initiatives
• Demonstrated success leading through leaders and developing high-performing teams
• Strong commercial, financial and risk management capability
• Ability to navigate ambiguity, balance competing priorities, and make sound decisions in complex environments
• Excellent communication skills, including experience preparing advice and responding to executive-level requirements
• A commitment to improving outcomes for Māori and embedding culturally responsive leadership practices

You will be a strategic, systems-oriented leader with strong organisational awareness and a future-focused mindset. Comfortable operating in complexity, you will bring people together around shared outcomes and translate strategy into meaningful service improvements. Known for your credibility, judgement and influence, you will build strong relationships across a broad stakeholder group to achieve lasting impact.

Mō mātou | About Us

This is a nationally focused organisation committed to delivering high-quality, consistent and efficient services every day. The centralised services function brings together core national teams responsible for registry-style operations and customer support, with a strong emphasis on understanding customer needs and putting those needs at the centre of service design and delivery.

You’ll be joining an organisation that values inclusion and welcomes people of all gender identities, ages, ethnicities, sexual orientations, disabilities and religions.

Utu ā-tau | Salary

The appointing salary for this role will be between $177,308 and $244,038, depending on skills and experience.

CLOSING DATE: 5pm Tuesday 27 October.

To apply for this vacancy, you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.