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General Manager, Contact Centre and Digital Services, Wellington at Ministry of Social Development, Wellington - WairarapaAbout us The Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.
We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whanau and communities.
As a Te Tiriti o Waitangi partner we are committed to supporting and enabling Maori, whanau, hapu, Iwi and communities to realise their own potential and aspirations.
Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.
General Manager, Contact Centre and Digital Services, Wellington Permanent full-time roleBased in WellingtonOverview of Position We are looking for a General Manager to lead our Contact Centre and Digital Services teams, focusing on immediate operational excellence and bringing to life the strategic future of our service.
This is an exceptional opportunity for a senior leader, who has significant experience leading large diverse service delivery teams across New Zealand.
If you are a dynamic people centric leader, passionate about delivering client centric services to New Zealand communities, with a passion for driving performance then this is the opportunity for you.
The GM Contact Centre and Digital Services is a senior manager in the organisation, providing strategic and operational leadership to over 1300 frontline staff in ten locations across New Zealand. This includes contributing to the strategic direction, business plans, and digital components of Service Delivery, leading the simplification, optimisation and enhancement of the client experience through our digital channels, and championing and reinforcing a high performance and continuous improvement culture within the Contact Centre Services.
You will: Lead and inspire operational teams, ensuring alignment with organisational priorities and fostering a culture of performance and accountabilityLead the wider team through a change while maintaining operational integrityCreate strategies for continuous improvementWhile managing the day-to-day, stay connected to broader organisational goals, anticipating, and planning for future needsYou will bring: Excellent communication skills with an inclusive styleSignificant experience at a senior leadership level with experience leading a large nationally dispersed team in a complex, diverse, and technical service delivery environmentExtensive relationship and stakeholder management experience and expertise operating in a complex and demanding environmentSignificant experience in leading strategic and operational programme planning and implementationStrong experience and expertise in change management and implementing best practiceAn understanding of equity issues and the Treaty of Waitangi, and the implications of these for the work of MSDExperience of working in partnership with whanau, hapu and iwiSound knowledge of the Machinery of Government, and an understanding of Government direction and policy prioritiesSignificant experience managing large budgets and the application of the Public Finance ActWorking collaboratively with colleagues, managers and staff across the Ministry, the role will continuously look for opportunities to improve service to clients.
If you have a passion for leading national services that make a difference to New Zealanders, this is the role for you.
To apply, click the 'Apply Now' button to upload your CV, cover letter and complete the online application form.
Note: Your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the key responsibilities listed in the position description.
All applications must be made online. If this is not possible or if you have any queries, please contact us at ******
Internal MSD Employees– please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as an internal candidate.
Joining us Joining MSD means being part of a whanau that celebrates the diversity each individual represents. We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Maori, Hapu, Iwi and communities to realise their own potential and aspirations.
If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.
MSD has a COVID-19 vaccination policy that encourages, but does not require, employees to be fully vaccinated for COVID-19 and its variants, unless the role is identified as requiring vaccination at the time.
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