Manager Assurance and Compliance

• Lead the design and delivery of assurance and compliance strategies that uplift customer experience and operational service delivery.

• Champion a culture of quality ownership and regulatory awareness across NZTA's customer-facing teams.

• Collaborate with cross-functional teams to embed robust assurance and compliance practices into service design and operational planning.

• Location: Wellington / Palmerston North / Hamilton

Te Whiwhinga mahi | The opportunity

As Manager Assurance and Compliance, you will lead assurance and compliance initiatives that enhance customer experience and operational service delivery across NZTA's customer assisted channels and operations. You will act as a key enabler of assurance and compliance practices, ensuring that services and information provided make it easy for New Zealanders to comply with land transport regulations and legislation. You will lead Quality Assurance specialists, evolving how NZTA assesses the quality of its 8.8 million customer interactions each year.

The key responsibilities of the role will see you:

• Provide strategic support and advice on assurance and compliance best practice.

• Establish and embed an assurance and compliance function within Te Mahau Customer and Services.

• Lead the design and implementation of integrated assurance and compliance frameworks, including annual audit and assurance plans.

• Ensure regulatory compliance through improved channels and robust processes for audit and compliance investigation.

• Embed customer-centric quality standards aligned with public service expectations, regulatory obligations, and organisational values.

• Harness performance data, customer insights, and compliance trends to inform assurance strategies and support evidence-based decision-making.

• Oversee development and delivery of monitoring tools (e.g., call quality assessments, compliance audits).

• Collaborate with cross-functional teams to embed assurance and compliance practices into service design and workforce development.

• Lead reporting on assurance outcomes, compliance status, and service risks, providing actionable insights to senior leaders.

• Support business readiness and risk mitigation by identifying emerging compliance issues and leading remediation planning.

• Champion a culture of quality ownership and regulatory awareness through coaching, training, and development initiatives.

You will find out more about the role here Position Description.

Ko koe tenei | About you

To be successful in this role, you will have:

• Proven experience in developing and implementing tailored assurance, compliance, risk, audit, and service standard frameworks-ideally within regulatory, public sector, or transport environments.

• Strong understanding of large operational business units, including contact centre operations and customer engagement protocols.

• Demonstrated experience in leading and developing high performing teams.

• Experience with New Zealand regulatory contexts such as Privacy Act, Official Information Act, Accessibility Guidelines, and Public Sector compliance.

• Excellent communication, stakeholder engagement, and critical analysis skills.

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Maori and promote tikanga and Te Reo Maori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.

Mo matou | About Us

Te Mahau - Customer and Services

The Customer and Services group delivers great transactional products and services through operational excellence and a customer focus. The Assurance and Compliance Team supports the business by driving and upholding robust assurance and compliance processes, practices, and frameworks-ensuring timely, consistent, and trusted interactions that build satisfaction, loyalty, and quality experiences for our customers. We design and deliver assurance outcomes that ensure compliance and mitigate service risks, strengthening customer confidence.

Ka whiwhi koe i te aha | What you will get in return

At NZTA, you'll join a team committed to making a difference for people, places, and New Zealand.

• A competitive salary and benefits package.

• Flexible working arrangements, including remote/hybrid options (role dependent).

• 5 weeks annual leave and an Income Protection and Critical Illness Insurance scheme for all permanent employees.

• Find out more about our benefits here.

Ready to take the next step in your career? We'd love to hear from you. Apply today and join our team who is going places.

Me pehea te tuku tono | How to apply:

Please click apply to upload your CV and cover letter detailing your suitability for the role.

Ra Katinga | Applications close: 11.59pm, Tuesday 18th November 2025

For further information, email:

To be considered for this position you must have a legal right to live and work in New Zealand.

NZTA| Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.