Head of Customer Operational Delivery

• Lead strategic transformation and operational excellence for NZTAs customer services.

• Drive continuous improvement and innovation in frontline service delivery.

• Make a real impact on the experience of people interacting with New Zealands transport system.

• Location:Wellington Auckland or Hamilton

TeWhiwhingamahi The opportunity

As Head of Customer Operational Delivery youll provide strategic leadership for NZTAs customer transactional and support services ensuring consistent efficient and high-quality delivery. Youll drive integration and optimisation of systems and processes foster a culture of continuous improvement and align operational activities with NZTAs customer strategy. Working closely with key partners and teams youll identify opportunities for automation streamline operations and enhance service delivery. Youll oversee performance reporting compliance and risk management while leading the integration of new functions and supporting major projects like the Safety Camera System and Low Emission Vehicles scheme.

This senior role offers the chance to shape service excellence and make a meaningful impact for customers and communities across New Zealand.

Key responsibilities:

• Build and lead an operational function aligned with NZTAs strategy and service principles.

• Lead strategic and operational relationships with key industry partners.

• Identify and implement automation and process design opportunities.

• Collaborate to reduce cost to serve and enhance service delivery.

• Deliver operational performance reporting and ensure compliance.

• Lead integration of new functions and teams.

• Oversee operational delivery oftheSafety Camera System Tolling Replacement Project and Low Emission Vehicles scheme.

• Manage operational service delivery risk business readiness and benefits realisation.

Find out more about the role in the Position Description.

Kokoetēnei About you

To be successful in this role you will bring

• Significant experience in high-volume transactional customer service operations leadership ideally in government infrastructure or regulated sectors.

• Strong process-driven mindset andatrack record of improving operational efficiency.

• Experience embedding assurance practices and managing high-performing teams.

• Proven stakeholder relationship management and communication skills.

• Experience leading change management and continuous improvement initiatives.

• Commercial acumen including risk monitoringbudget managementand experience with operational programs exceeding NZ$100M

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

Mōmātou About Us

TeMahau Customer and Services

Our group delivers great transactional products and services through operational excellence and a customer focus. We support the effective operation of the land transport system by making transactional and backend services simple easy to use and effective for the user. We are committed to improving the experience of people who interact withNZTAand our services and products driving efforts to assess and elevate areas where the customer experience can be optimised.

The Customer Operational Delivery team streamlines and strengthens frontline service delivery focusing on continuous improvement operational efficiencies and better outcomes for customers.

Kawhiwhikoeiteaha What you will get in return

At NZTA youll join a team committed to modernisation and service excellence. We offer:

• 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.

• A culture that values diversity inclusion and continuous improvement.

Learn more about our benefits.

Mepēheatetukutono How to apply

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