Service Improvement Manager

**Service Improvement Manager**

**Location: Police National Headquarters, Wellington**

**Starting Salary $133,936- $148,818**

**Reporting to: Manager Regulatory Services Improvement**

**Permanent, full time**

Are you an expert who can provide effective and strategic business support?

**Mō te tūnga | About the role**

The purpose of Arms Safety and Control business unit is to enable New Zealand to be a world leader in arms safety through an effective regulatory and administrative approach to the Arms Act and Arms Regulations. Established to lead, operate, and develop investment in modernisation of the firearms system, which will result in a more efficient and effective risk-based licensing system, introduction of comprehensive performance indicators, and shall improve public confidence in the firearms licensing system. The modernisation of the Arms Regulatory System will take every opportunity to prevent harm through transparent, high quality, consistent, legislatively correct, and effective regulatory activities, administration, education, and promotion of compliance with the provisions of the Arms Act and Arms Regulations.

The Regulator will earn trust and confidence by working together in partnership with other policing groups, iwi, the firearms community, wider New Zealand public and other agencies and organisations to achieve collective impact.

This is a newly created position, which will attract a senior skill set and experience level of applicant. Responsible for the development of the regulatory service improvement strategy, a substantial aspect of the role is developing strong, trusted relationships and positive engagement with a wide variety of stakeholders.

Through gaining insights from across the group, the Service Improvement Manager will ensure that improvements are designed in a collaborative way and delivered efficiently to enable the Arms Regulator to meet its strategic business objectives. They will ensure complaints are delegated and resolved in a timely manner and with professionalism.

We are looking for someone with a proven ability to lead, develop and manage a team, as well as be innovative with strong problem-solving skills. You will need to be able to think beyond immediate issues and consider long term and broader implications.

This position has a wide stakeholder remit, which will see you working in collaboration with the Regulatory Improvement Manager, Learning and Development Manager, Operational Police Lead and Performance Quality Assurance lead, as well as Arms Managers nationally.

Key to this role is also ensuring the key concepts of Māori responsiveness, policing excellence, and prevention first are adhered to in all projects and initiatives.

**Takohanga Matua | Key Accountabilities**:

- Contribute to the development of a Regulatory Service Improvements strategy and support the implementation of the strategy.
- Collaboratively work on the development of a work programme for Regulatory Service Improvements and ensure delivery of the work programme for area of responsibility.
- Develop and establish a continuous improvement framework for the Regulator.
- Ensure a collaborative approach between the complaints team and compliance and resolutions teams to respond to complaints.
- Play an active role in ensuring the team are aware of the performance measure for responsiveness expected from the team including the Director, Operations dashboard.
- Support the Regulatory Service Improvement Manager in the coordination and timely delivery of projects and tasks within Service Improvement, providing regular tracking updates.
- Ensure the key concepts of Māori responsiveness, policing excellence, and prevention first are adhered to in all projects and initiatives.

**Qualifications / Requirements**:

- A tertiary qualification is preferred, this however may be offset by comparable and extensive skills knowledge and experience in senior level role
- Applicants need to be New Zealand Permanent Residents

**Pre-Employment Checks**:

- A standard vetting check is required.

**Experience**:

- Demonstrated ability to present sound recommendations and make decisions.
- Experienced in communication of complex information through written documents.
- Proven ability to lead, develop and manage a team.
- Experienced at developing and delivering a work programme, including enabling tools and processes.
- Demonstrated planning, priority setting and resource allocation skills to inform development of priorities and work programmes.

**Knowledge**:

- An understanding of regulatory and compliance function and purpose.
- Understanding of the public sector.
- General knowledge of government structures and processes, and ministerial/parliamentary protocols & procedures.
- General knowledge of public policy, law and regulation in New Zealand.

**Skills**:

- Strategic capability with the ability to think beyond immediate issues and consider long term and broader implications.
- Leadership