Transformation Lead — Service Support & Analytics

New Zealand Ministry Of Economic Development; 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 on a six-month fixed-term basis. You will lead teams delivering workforce planning, operational intelligence, reporting, systems, and business support services, while driving adoption of Genesys Cloud and other digital improvements.

You’ll work with the Customer Service Delivery Leadership Team to strengthen capability, improve performance, and ensure decisions are informed by high-quality data, insights, and planning, with regular

Qualifications

• Proven leadership experience in customer service, contact centre, or service delivery.
• Strong knowledge of workforce planning, forecasting, performance, and resource management.
• Experience leading reporting, analytics, BI, or insight functions.
• Track record delivering organisational change, technology implementations, or business improvements.
• Experience supporting adoption of new technologies and ways of working.
• Ability to translate data and insights into practical actions and outcomes.
• Excellent communication, engagement, and influencing skills.

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 enable strategic decision-making.
• Strengthening reporting and analytics capability to provide meaningful insights for operations and strategy.
• Using data and operational intelligence to identify opportunities to improve customer outcomes and service performance.
• Leading change initiatives and supporting leaders through transformation.
• Building strong relationships across MBIE and with key stakeholders.
• Championing continuous improvement and shaping the future of customer service delivery.

Skills

Leadership

Workforce planning

Analytics & Reporting

Change management

Digital adoption

Data to actions

Communication

Collaboration

Stakeholder engagement

Tools

Genesys Cloud

Job description

MBIE is seeking a Wellington-based Manager Service Support on a six-month fixed-term basis. You will lead teams delivering workforce planning, operational intelligence, reporting, systems, and business support services, while driving adoption of Genesys Cloud and other digital improvements.

You’ll work with the Customer Service Delivery Leadership Team to strengthen capability, improve performance, and ensure decisions are informed by high-quality data, insights, and planning, with regular