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Regional Manager South

7 months ago

Canterbury, New Zealand New Zealand Government Full time

Discover a career with purpose at MBIE
- An exciting position in a complex environment creating a culture of consistency, quality and customer focused information to support MBIE’s customers.
- A key leadership position responsible for regional operations of MBIE’s Customer Service Centre delivering services for Aotearoa and internationally.
- Christchurch location
- Permanent opportunity

Discover a career with purpose at MBIE
Regional Manager - MBIE Customer Service Centre
- An exciting position in a complex environment creating a culture of consistency, quality and customer focused information to support MBIE’s customers.
- A key leadership position responsible for regional operations of MBIE’s Customer Service Centre delivering services for Aotearoa and internationally.
- Christchurch location
- Permanent opportunity
- Salary Band X - $132,417 - $160,472

Tēnei tūranga - About the Role
At the Ministry of Business, Innovation & Employment, our focus is to grow Aotearoa New Zealand for all - we put people at the heart of our mahi. We are currently seeking a highly motivated and experienced Regional Manager to lead our Customer Service Centre operations in Christchurch.

As the Regional Manager, you will be responsible for the overall success of the regional operations within the MBIE Customer Service Centre.
You will work closely with the Head of Customer Service to influence and contribute to the improvement of the Customer Service Centre's operating model, strategy, and business plan ensuring the consistent delivery of high-quality information and support to customers while adhering to operational policies and procedures monitoring KPIs, and meeting SLAs.

By leveraging your proven experience, you will make a significant contribution to the overall success of the regional operations by implementing a consistent approach to providing inbound and outbound advice and information, adhering to the Customer Service Centre Operating Model and best practice approaches. This includes fostering a culture of continuous improvement by coaching, mentoring, and developing your regional leadership team, incorporating tikanga Māori practices into daily operations, as well as leading and delivering best practice by implementing initiatives to optimise processes and drive performance within the Christchurch site.

If this sounds like you, then this is your next exciting opportunity MBIE supports a wide range of flexible working arrangements. Talk to us about what might work for both you and us.

**Responsibilities include**:

- Lead and manage the regional operations of the Customer Service Centre to ensure consistent high-quality service delivery.
- Implement and monitor performance against KPIs and SLAs, identifying and resolving any service level drops.
- Foster a culture of continuous improvement, incorporating tikanga Māori practices into daily operations.
- Coach, mentor, and develop team leaders to make sound decisions and maintain service excellence.
- Actively contribute to the improvement of the Customer Service Centre's operating model, strategy, and business plan.
- Oversee the successful embedding of new business partners and work streams within the Customer Service Centre.

Ngā pukenga me ngā wheako e hiahiatia ana - Skills and Experience Required
- Proven experience leading and monitoring successful service delivery, including implementing continuous improvement initiatives, within a customer service centre or service delivery environment.
- Demonstrated ability to lead, coach, mentor and motivate others develop effective teams and achieve results.
- In depth experience of customer service centre best practices and operational management approaches.
- Proven ability to develop trust, credibility and strong relationships at all level of the organization, and with stakeholders, managers and staff.
- Experience in developing and implementing quality processes and strategies designed to improve productivity and delivery of excellent customer service.
- A relevant tertiary qualification or equivalent relevant experience in a customer facing service delivery role.
- Experience in a medium-sized customer service centre with complex and diverse lines would be advantageous.
- Must have the legal right to live and work in New Zealand.
Ētahi kōrero mō MBIE - About MBIE
MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.
We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.
People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.
- Mahi Tahi - Better Together
- Māia - Bold and brave
- Pae Kahurangi - Build our Future
- Pono Me Te Tik