Principal Advisor Workflow

7 months ago

New Zealand Te Whatu Ora - Health New Zealand Full time

Join Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible, cohesive and people-centred health system. This is mahi that will improve the health and wellbeing of everyone in Aotearoa, and we've got an opportunity for you to be part of it.

**Te whiwhinga mahi | The Opportunity**

The Principal Advisor Workflow and Operations role is an advocate for our health consumers and whānau who have historically been unable to access traditional channels. This is a high-profile opportunity due to the responsibilities of this role in supporting nationally significant products and services, and in supporting and influencing key stakeholders within Te Whatu Ora and the wider health system.

Our Sector Digital Channels team is the driving force behind change in our nationally enabled services. We're on a mission to create cost-effective and sustainable digital solutions that revolutionize accessibility. From user-friendly digital self-service options to seamless integration and automation, we're here to make life easier for the workforce, health consumers and whānau.

We take pride in managing, delivering, and providing unwavering support for all our national external services. From Te Whatu Ora to Te Aka Whai Ora and Manatū Hauora, we've got our fingers on the pulse of it all.

Design and Channels are responsible for the design and delivery of our consumer facing digital products used by a wide range of consumers and whānau across Aotearoa. We aspire to create products that are accessible to the broadest consumer audience and that our services are consistent across the channels we provide to support equitable access.

Our Assisted Digital Channels team champions the needs of all health consumers and whānau who have historically been unable to / chosen not to access traditional channels. We work in collaboration with our Design Practice and other teams within Sector Digital Channels, Te Whatu Ora, and our communities to develop solutions that deliver the best possible consumer experience across all assisted service channels which are equitable, efficient, seamless, and contribute to bridging the digital divide.

**Mōu** | About you**

As our Principal Advisor Workflow and Operations, you will be responsible for creating next level positive experiences and outcomes for people, whānau and communities through the development and promotion of digital assisted channels, embedding them into the Te Whatu Ora technology landscape, setting them up for re-use and ensuring Te Whatu Ora Assisted Digital Channels are easily accessible, understood and deliver value to those who need it.

As a workflow management and operations expert you will use your extensive working knowledge of Workforce Management (WFM) methodologies, systems & tools combined with your experiences of using this knowledge to successfully optimise existing or establishing new consumer facing digital assisted channels to take the lead in the development and delivery of key programmes of work where new technologies and ways of working can be utilised to optimise efficiency and accessibility of our existing and new assisted channels to enable the empowerment of our health consumers and whānau to take greater control over their own health outcomes.

We need flexible, resourceful people with a strong equity focus who can successfully engage, inspire, and lead people on a journey. You will be joining a fast-paced and complex environment and will need to be pragmatic and able to advocate for the value of a human-centred approach.

**Ngā pūkenga me ngā wheako | Skills and experience**
- Significant working knowledge of and proven experience utilising Workforce Management (WFM) methodologies, systems & technologies.
- Extensive experience with omnichannel customer engagement / contact centre software, systems, and processes - ideally Genesys Cloud however others such as NICE will also be beneficial.
- Extensive experience performing statistical, data analysis and analytical problem solving in an omnichannel environment.
- Familiarity with reporting and monitoring tools e.g., Datadog.
- Familiarity with PaaS platforms, in particular AWS, Azure and MuleSoft.
- Demonstrated intuition and the ability to balance good process with the need to make clear decisions in demanding situations such as. priority service outages.
- Demonstrated ability to work under tight timeframes and manage competing priorities while remaining resilient under pressure.
- Experience working in the health sector or other Government agency preferred.

**Ka kawea e koe | You will bring**:

- Competency with te ao Māori, tikanga, and te reo Māori or a commitment to starting your journey and taking ownership of your learning and growth.

**Ko te mahi e tika ana mō te ao hurihuri nei | Work that suits today's ever-changing world**

Te Whatu Ora supports flexible and hybrid working for our kaimahi. In roles that don't re

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