Service Excellence Consultant

2 weeks ago


Auckland City, New Zealand University of Auckland Full time

**Company Description**
**Job Description** Te Whiwhinga mahi | The opportunity**

The **Service Excellence Consultant** is a highly collaborative role which supports maturity in using a range of improvement tools, focused primarily on supporting teams to establish and mature visual management boards.

This role will see you driving stakeholder engagement through building awareness, desire and knowledge while supporting continued reinforcement of the use of the Management Operating System.
- Drive service effectiveness by supporting managers and teams with the tools and techniques to enable the use and maturity of visual management boards - virtual and physical.
- Implement appropriate toolsets and provide advice that supports good practice success measures, performance, and improvement.
- Help to develop and integrate Service Catalogues and Standards
- Facilitate workshops, events, peer, and other learning approaches.

This is a **fixed-term contract until June 2025** for an experienced continuous improvement specialist in an award-winning team.

For more detailed information, please refer to the Position Description.

**Mō tō mātou rōpū | About the team**

The purpose of Organisational Performance & Improvement (OPI) is to support the achievement of the University’s strategy by improving how we implement strategic projects, manage change, increase process efficiency and effectiveness to lift internal customer satisfaction and service excellence.

OPI supports the University by:

- Building a foundation of excellent organisational performance across the University.
- Supporting priority activities aligned to delivering strategic objectives.
- Driving performance through process improvement, automation, capability lift and a focus on benefit realisation.
- Striving to continuously improve service effectiveness and internal customer service.

**He kōrero mōu | About you**

You will be** **comfortable with ambiguity and resilient, as you will be working with a range of portfolios across the University that have their own ways of operating. As a natural collaborator you’ll enjoying working in a team-based model and have the ability to guide and coach those around you.

You’re not afraid to share ideas, discuss and work through teething issues and support your stakeholders on their journey. You’ll be an active listener enabling you to co-create, influence and empower teams to excel and set objectives. Proven experience working in a large complex environment is essential to success in the role.

**Qualifications** Nga Pūkenga Motuhake | Important Skills**
- Tertiary qualification in management, OD or a related area
- A relationship builder experienced in driving engagement with senior and middle management stakeholders
- Proven experience working in a large complex environment including the ability to navigate uncertainty.
- Collaborative approach to facilitation and team coaching
- Great communication and organisational skills to coordinate activities, monitor and report project status.
- Proficiency in the use of tools and techniques involved in the MoS
- Experience working with Visual Management Boards is preferred
- Lean 6 Sigma qualification is preferred
- Experience managing a team is an advantage
- Experience with Service Design methodologies and/or Agile methodologies is an advantag

**Additional Information** Me pēhea te tuku tono | How to apply**

Applications must be submitted online, by the closing date of **30th** **June 2024** to be considered. Please include your cover letter and your CV highlighting how you can meet the skills and experiences detailed above.

**_ Equity_



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