Business Support Services Manager

He aha te tūranga - About the role:

As the Business Support Services Manager you will lead the delivery of high-quality administrative and operational support for the Public Training and Medical Products team ensuring a seamless experience for internal teams learners and customers across the motu. 

Additionally you will:

• Oversee the national admin CASE queue ensuring timely triage accurate resolution and responsiveness to both standard and escalated queries.
• Collaborate with the Customer Service Centre to ensure enquiries and service requests related to the portfolio are handled efficiently and to a high standard promoting consistency responsiveness and a positive customer experience across all touchpoints.
• Lead initiatives to streamline integrate and improve end-to-end business support and administrative processes.
• Ensure accurate and timely portfolio reporting capturing key performance metrics risks and milestones to support governance strategic oversight and continuous improvement.
• Oversee high-quality coordination and support for leadership meetings including agenda preparation scheduling clear documentation of decisions and actions and timely follow-up.

Qualifications :

Ko wai koe - About you:

As a confident and capable leader who takes an organised proactive approach to enabling others and ensuring things run smoothly youll recognise the value of strong systems consistent processes and collaborative relationships in supporting team success.

What youll bring:

• Proven experience leading business support or operational service teams in a multi-site or national context.
• Strong knowledge of business process design documentation and continuous improvement methodologies.
• Experience working with system owners or vendors to align systems with operational needs and enhance user experience.
• Competence in managing workflows service queues (e.g. CASE) and escalation pathways
• Ability to manage competing priorities and drive efficiency in a high-volume customer-focused environment.
• Proven experience partnering across multiple teams (e.g. delivery sales customer service) to deliver seamless internal and external support.
• Experience with business systems such as Arlo Salesforce Moodle or similar training management and CRM platforms is desirable. 

With our administrative team being dispersed throughout the motu you will need to be comfortable leading motivating and coaching a team from a distance. 

Additional Information :

Me pēhea te tuku tono - How to apply

Click Im interested before applications close at 11.59pm on Wednesday 8 October 2025.

For further information please contact Gemma Bardsley on 0800 ST JOHN or for a confidential discussion.

At Hato Hone St John we embrace diversity welcoming everyone to bring their authentic selves to work. We value unique perspectives fostering inclusivity to better serve our communities and were committed to creating a workplace where everyone belongs.

E pōhiritia nei e mātou te whānau o Hato Hone St John ngā rereketanga o ia tāngata ki te haramai. E āwhinatia e mātou i ngā whakaaro rereke kia mahi pai i roto i ngā hāpori katoa. Ko ta mātou nei haepapa kia hangaia tātahi āhuru mōwai mā tātou kia mahi haumaru ai.

If you need accommodations for accessibility please reach out to the recruiter listed for equitable participation in our recruitment process.

Research shows that women and people from under-represented groups are less likely to apply for roles when their experience doesnt match the job description perfectly. If youre excited and think you have what it takes we want to hear from you! Even if your experience doesnt align 100%. Please apply or contact the recruitment advisor listed on the advertisement for a kōrero.

Remote Work :

No

Employment Type :

Full-time